McAfee launches Platinum support for enterprise

The initiative provides a single account manager and direct access to assigned technical product specialists. It signals the expansion of the vendor’s support model that currently includes McAfee Gold and McAfee Gold Select. The main differentiating feature of McAfee Platinum is additional dedicated resources for focused security support.

"Traditionally, support programs have involved separate agreements for each product, resulting in multiple support managers and increased burdens on customers, particularly for large global companies," said Anthony Panuccio, APAC Platinum support director, McAfee. "Our new offerings give our customers a comprehensive suite of support solutions that address the needs of global organisations for dedicated security support."

According to Panuccio, the concept was born out of a desire to improve McAfee’s current channel offering. The vendor interviewed over 2000 customers worldwide to better understand their needs.

"We now offer holistic support for all our products, aligning with our security risk management strategy," said Panuccio. "Platinum Select provides coverage at the specialist level. Customers can work with a single touch point to resolve issues quickly, and work as part of a cohesive team to ensure that support needs are met across the board."