McAfee Enhances Security Services

As the number of IT security threats grows, businesses are looking for more help in fighting off attacks on their computer systems and networks. Security vendors see that as an opportunity to offer a wider range of services along with their security products.

McAfee Inc. on Monday rolls out a more extensive set of security and tech-support services. The security vendor has offered antivirus support in the past; now it's expanding that to include round-the-clock access to certified technical security experts. McAfee says it also will offer faster phone responses to technical questions and provide information online about specific products and more general security issues.

McAfee is offering customers two tiers of service, a gold and a platinum level. The gold level includes access to the McAfee service portal, online case management, round-the-clock phone support, and support from one of the certified technicians. Platinum-level customers, in addition to gold-level services, are assigned a technical account manager and get access to the McAfee Security Alerting Service.

McAfee restructured its service portfolio in response to customer needs for deeper technology and security advice, Gartner analyst Bob Igou says. "So McAfee structured its services around tiers," he says. "Now it has a consistent set of two tiers."