ISA – McAfee Authorized Support Provider (MASP)
We are delighted to inform
all our Gold Support customers that ISA has been selected to become a McAfee
Authorized Support Provider (MASP). Under this program, you will contact ISA to
log cases for support on your McAfee products with the confidence that advanced
McAfee technical resources are available to support ISA. Please note that as
part of the program, you will receive a customer satisfaction survey from McAfee
after the resolution of a support case. Your Gold Support Service Level
Agreement deliverables will not change.
With ISA as a McAfee
Authorized Support Provider, you will benefit from:
• Rapid response and case resolution through ISA, with ISA’s focus on our customers’ specific environment
• Single point of contact for all of your McAfee Security Products issues
• Access to McAfee’s award-winning advanced technical support resources through an established escalation process
Our team is responsible for delivering Level 1 / Level 2 support to McAfee customers. We have direct access to McAfee Level 3 Platinum support team for escalating incidents. We also have access to the same trouble-shooting tools and knowledge database as McAfee Platinum Customer Support Organization.
ISA utilizes ITIL methodology for delivering Incident Management support to our customers. The diagram below describes the workflow and the Service Level Agreement that we deliver to our customers and are measured by McAfee Platinum Customer Support Organization.
Contact ISA
For further
information, please call ISA at (416) 591-6711 or email us at
support@e-isa.com.