McAfee Enhances Security Services 2

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.

Seizing that opportunity, McAfee Inc. last week introduced a more extensive set of security and tech-support services. McAfee, which offers antivirus support, is expanding that to include around-the-clock access to certified technical-security experts. The vendor says it also will offer faster phone responses to technical questions and provide information online about specific products and general security issues.

McAfee offers customers two tiers of service, a gold and a platinum level. The gold level includes access to the McAfee service portal, online case management, 24-by-7 phone support, and support from a certified technician. 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, adding that the security vendor now offers a more consistent set of services.