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McAfee, Inc. Introduces New Best-in-Class Corporate Technical Support Offerings

Trusted Security Advisor McAfee Expands Worldwide Technical Support Offerings to Provide Superior Customer Value

SANTA CLARA, Calif., April 4 /PRNewswire-FirstCall/ -- McAfee, Inc. (NYSE:MFE) , the pioneer and worldwide leader of intrusion prevention solutions, today introduced new enterprise support service packages, Gold and Platinum, that provide best-in-class support offerings tailored to organizations' unique needs. With the new Gold and Platinum service packages McAfee now offers enterprise customers 24x7 access to certified security specialists, rapid phone responses for technical questions, and intuitive, high-quality online Web content for both specific product and general industry information. The McAfee enhanced corporate technical support offerings are available to McAfee's existing and prospective enterprise customers. In addition, members of the McAfee SecurityAlliance(TM) global partner program will receive additional support benefits based on their ElitePartner, PremierPartner or AssociatePartner status. desktop
"Today's competitive environment requires businesses to back their applications and infrastructure with support offerings that meet the availability requirements of the business processes they support," said Bob Igou, principal analyst for Gartner, Inc. "In a recent Gartner report(1) on software support services, respondents from IT organizations ranked the importance of a number of attributes of support service packages. The five most-important attributes were: technical expertise, mission-critical system support capabilities, total time to resolution of incidents, responsiveness of support resources and quality/effectiveness of support resources. To deliver best-in-class service, a support provider must deliver excellence in these attributes and more," Igou emphasized.

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"Computer industry analysts estimate that some 60 percent of all corporate data exists only on desktop and laptop computers, " said Walter Scott, CEO of Acronis. "Incorporating Acronis True Image with New Mexico Software backup server is the ideal solution to capture that corporate data and ensure that it is not lost. While traditional server backups are effective for protecting server data, every company should have a combination of server and workstation backup plans."

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McAfee now offers enterprise customers two service levels of McAfee corporate customer technical support, Gold and Platinum, with multiple customization options available. With live around-the-clock telephone support, McAfee Gold Technical Support provides enterprise customers rapid access to experienced and highly skilled IT security support staff -- during and after business hours -- for emergency product and security assistance when customers' critical operations are affected. Customers decide on a service level with the option to add services, such as multilingual support or on-site hardware service. McAfee will also offer customizable support options that can be purchased independently as stand-alone programs.

Katz runs the company with 22 paid employees and 300 volunteers who give technical support to new users and are compensated with free memberships (remember those days at AOL ). He rents space in two AT&T data centers, one in Manhattan, another inSecaucus, N.J., with $700, 000 worth of computer equipment, end servers from Dell Computer and five IBM Unix servers. The $2 million annual payroll is his biggest expense.

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"Today's announcement marks a significant milestone in our commitment to deliver the best-of-breed services our customers around the world require: proven security, with absolute confidence," said Lambert Walsh, senior vice president of worldwide technical support and customer service at McAfee, Inc. "With our specialized new technical support offerings, specifically designed to help our customers maximize protection, minimize downtime, and deliver timely and expedited resolutions to security issues, we proudly continue to set ourselves apart from the competition."

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McAfee Platinum Technical Support includes the Gold Technical Support features with additional, personalized proactive support on a 24x7 basis from an assigned certified technical account manager with deep expertise and knowledge to help customers to identify the right resources, support and service to deliver solutions their business-critical information systems. Because the elite Platinum Support programs provides an assigned and experienced technical account manager that is knowledgeable about the customer's security environment, product deployment and support history, customer's have the peace of mind in knowing that their McAfee Technical Account Manager will proactively work with them to ensure that they are maximizing their McAfee investment for enforcement of security policies while maintaining optimal product performance. McAfee Technical Support features at- a-glance include: intel
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* KM World Magazine, "Reality Award"; Customer Inter@ction Magazine, "CRM Excellence Award" dual xeon
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For additional information on McAfee corporate technical support offering features please visit: www.mcafee.com. seagate
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(1) Source: "User Survey: Automation Increases Value of IT Support, North computer hardware
America, 2004", March 7, 2005 by Gartner, Inc. printers
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About McAfee, Inc. mainframe
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McAfee, Inc., headquartered in Santa Clara, Calif., a worldwide leader in intrusion prevention and risk management solutions, delivers proven security products and services to help customers effectively balance the competing priorities between business needs and security requirements. McAfee applies profound security expertise toward helping companies, government agencies and consumers block attacks, prevent disruptions, and continuously track and improve the security of their systems and networks. For more information, McAfee, Inc. can be reached at 972-963-8000 or www.mcafee.com. computer repair
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NOTE: McAfee, IntruShield, Entercept and Foundstone are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other countries. The color red in connection with security is distinctive of McAfee brand products. All other registered and unregistered trademarks in this document are the sole property of their respective owners. (c) 2005 McAfee, Inc. All Rights Reserved. network

Source: McAfee, Inc.