FOR INTERNAL AND CHANNEL USE ONLY
Managed Services Specialization
Intel Security Partner Program
March 2015
Overview
As announced at McAfee’s Partner Summit, as of January 1, 2015, the McAfee Managed Service Provider Program has been integrated into the Intel Security Partner Program as the Managed Services Specialization to streamline requirements and optimize benefits. This guide has been designed to review the requirements and program elements of this Specialization.
For More Information
After reviewing this guide, to get additional questions answered, visit the Partner Portal listed below or contact your local Intel Security Channel Account Manager.
Topic Contact
Managed Services Specialization Program Inquiries
[email protected] Intel Security Web Site www.McAfee.com/msp
Intel Security Extranet McAfee Partner Portal: www.McAfee.com/partners Become a partner
“Become a Partner” online registration form
https://secure.mcafee.com/apps/Partners/channel/become/enrollment-form/become-partner-short.aspx?
apps/find-view.aspx?url=
FOR INTERNAL AND CHANNEL USE ONLY 2
Overview 1
For More Information 1
1 Intel Security Partner Ecosystem 3
Intel Security Partner Program Open and Closed Product access 3
2 Managed Services Specialization Overview 3
Key Program Benefits 3
Service Provider Profile 3
Managed Services Specialization Requirements for Closed Products 4
3 Managed Service Specialization Partner Product Availability 5
4 Managed Services Specialization Agreements 5
5 Managed Services Reporting Operations 6
Intel Security Managed Services Distributor and Availability 6
Managed Services Usage Reporting 6
Managed Services Specialization Price book 7
Managed Services Partner Level Compliance 7
Managed Services Specialization Price Banding and Assignment 7
Quarterly Banding Review 9
6 Intel Security Partner Learning Center 10
7 Intel Security Managed Services Specialization Solution Deployment 10
8 Technical Support to Managed Services Specialization Partners 11
FOR INTERNAL AND CHANNEL USE ONLY 3
1 Intel Security Partner Ecosystem
As an Intel Security Partner Program member, you can get recognized for your strengths in specific areas by earning official specializations. If you meet the eligibility requirements, we encourage you to earn as many specializations as your business practice and resources allow. We’ve chosen these specializations based on where we see the most growth and profitability potential. As a specialized partner, you also receive additional discounts and pricing structures.
Managed Services
Support the growing number of customers who prefer to procure products and solutions as a managed service. Extend your business model from pure resale to managed services, and generate recurring revenue.
NOTE: This program guide is specifically for Managed Services Specialization Partners
Intel Security Partner Program Open and Closed Product access
As an Intel Security Partner Program member, you are expected to complete certain program requirements to gain access to our different program or product benefit levels. Access to partner benefits is granted once a partner has completed, and maintains, all program requirements.
Access to benefits for specific products, based on open or closed categorization, is granted for the products within the partner’s solution competency and completion of required certifications.
Open products are recognized as mature McAfee solutions that have been sold and managed by steadfast partners with established technical expertise.
Closed products are generally technically complex solutions, like hardware, which require partner learning and certification completion.
The Intel Security Partner Program Managed Services Specialization follows the same guidelines and does not require Technical Support certification requirements for access to open McAfee products.
Upon Intel Security Partner Program with Managed Services Specialization contract completion, open products will be accessible immediately, and associated with Business Technical Support. Access to open products will not require Technical Support certification completion.
For either a) access to closed products or b) a higher level of partner technical support, MSPs will still be required to complete the Intel Security Technical Support certifications as outlined in this guide. Access the Intel Security Technical Support Certification Guide for complete information on access to open and closed products.
2 Managed Services Specialization Overview
The Intel Security Partner Managed Services Specialization provides innovative service delivery frameworks, which enable value-added partners to generate recurring revenue and to extend their business model from pure resale to services. Offer best-in-class Intel Security solutions and support directly to end users — all under your own services’ brand. Enhance your portfolio, improve renewal rates, remotely manage end users – all while maintaining your own branded offering and control over licensing, technical support, reporting, billing, and pricing.
Key Program Benefits
Differentiate your company from traditional resale with value-added services
Tap into the growing managed security service opportunity for end users that desire outsourced security, and spend less on capital and operational investments
Deepen brand awareness and loyalty; you control the end-user relationship and are always the main point of customer contact
Generate recurring revenue through pay-as-you-go, monthly usage fees to McAfee software, SaaS and hardware solutions
Access easy-to-use consoles for remote security management Control all licensing, policies, reporting, and pricing for end users
Service Provider Profile
As a value-added partner, all Managed Services Specialization partners must own the technology license from Intel Security, charge for the McAfee products as part of the service or outsource contract, provide around-the-clock Tier 1 support to end users, and provide a
FOR INTERNAL AND CHANNEL USE ONLY 4 separate Service Level Agreement (SLA) to end users. For partners receiving Advanced Partner support they must provide both Tier 1 and Tier 2 support to end users.
The Managed Services Specialization partner type is designed for not only for technically competent partners, but also for those who manage a support operations center to align with their extended business model to offer services to their end users. Managed Services Specialization partners have a technical led go-to-market approach, with support, implementation and / or services as a business focus. Sales-specific certifications are not required by an Intel Security Managed Services Specialization partner since the partner bundles the McAfee technology into a partner-branded services solution – thus enabling partners to sell their brand. Intel Security offers free online access to technical certifications to ensure MSPs obtain the in-depth knowledge necessary to support end users.
Intel Security Managed Services Specialization partners will be required to provide the following to their end users: Sell: Bundle/sell McAfee products from an existing Managed Service offering
Bill: Submit a monthly Royalty Report, with your pre-set Intel Security MSP pricing, to an authorized Intel Security Managed Services Distributor. The Distributor will then submit to Intel Security for invoicing.
Support: Deliver 24x7 support in your own Service Level Agreement to managed end users. Provide remote monitoring and management to end users. Have support personnel available to provide services to your end users - ideally maintain a Support Operations Center (SOC) or a Network Operations Center (NOC).
Managed Services Specialization Requirements for Closed Products
The Intel Security Partner Program Managed Services Specialization currently offers only one partner level. All partners within the Managed Services Specialization who are interested in managing closed products must complete training to get access to McAfee products and deliver end-user support. No certifications are required to manage open products, which receive Intel Security Business Technical Support.
For closed product certification and access to higher level partner technical support, at least one individual is required to complete 12 credit training hours per Managed Service product competency. Upon completion of Managed Services Specialization technical support certification courses, you will be able to recognize the security features of each Intel Security solution set and answer support questions from users.
Partner Type Managed Services Specialization Partner
MSP Fulfillment Via authorized Distributors
MSP Reporting Monthly royalty reporting via authorized Distributors
MSP Pricing Based on aggregated, monthly usage rates, starts at Band A on all McAfee solutions – reviewed and adjusted quarterly
MSP Required* Training *closed products only
Minimum one (1) individual to complete the Managed Services course requirements per desired solution competency
Technical Support Options
Business Technical Support – Provides partner support escalation to Tier1 Support. Included in all default partner grants for open product access.
Base Partner Support^ – Provides more rapid escalation from Tier 1 Support to Tier 2 Support. Requires completion of Managed Services Technical Support certifications. ^Base Partner Support not available for McAfee SaaS Email & Web solutions
Advanced Partner Support^ – Fee-based. Provides partner support escalation to a third level Support Product Specialists and includes an assigned Intel Security Partner Support Account Manager.
FOR INTERNAL AND CHANNEL USE ONLY 5
3 Managed Service Specialization Partner Product Availability
A Managed Services Specialization Partner may distribute the McAfee products and services as identified in the current Managed Service Specialization price book, as updated from time to time. Please contact your associated Intel Security Authorized Managed Services distributors for pricing inquiries.
Solution Competencies
As a Managed Services Specialization Partner owns and manages the McAfee entitlement on behalf of end users, they will be responsible to provide at least Tier 1 technical support to their end users. Therefore it is critical that they gain the knowledge, and skills depth, in a particular managed technology area. By achieving technical support certifications, MSPs have proven they have the technical knowledge of Intel security to offer advice on solutions in customer environments.
Available Managed Services Specialization Solution Competencies
Endpoint Security Network Security Security Management
*For complete product availability, please ask your Distributor for the Managed Services Price book.
Managed Service Specialization Partners can view the available solution competencies and detailed course requirements from Intel Security’s online Partner Learning Center.
NOTE: The Managed Service Specialization Technical Support certifications are NOT THE SAME as the Intel Security Reseller certifications of Sales Professionals and Technical Professionals.
4 Managed Services Specialization Agreements
A Managed Services Specialization Partner will be required to register and agree to the Intel Security Partner Program with Managed Services Specialization contractual agreements, prior to transacting on the Managed Services solutions:
Register for the Intel Security Partner Program
Please visit http://www.mcafee.com/becomeapartner to apply for partnership by completing your registration. Your completed submission will be sent to Intel Security for final qualification as a Managed Service Specialization partner. If the partner qualifies, then Intel Security will notify the new partner via a welcome email to outline next steps for Managed Services.
Sign Managed Services Specialization Partner Terms
In addition to registering for the Intel Security Partner Program, partners will next need to agree to the Managed Services Specialization Partner Terms – as available from local Intel Security channel sales teams.
Sign Intel Security Managed Services Specialization Schedule
Lastly, partners must sign the Managed Services Specialization Schedule – to agree to Technical Support level to MSPs
NOTE: Contact your local McAfee Channel Account Manager or send an inquiry to [email protected] should you have any questions on the Managed Services Specialization and associated contracts.
FOR INTERNAL AND CHANNEL USE ONLY 6
5 Managed Services Reporting Operations
Intel Security Managed Services Distributor and Availability
With the Managed Services Specialization, Intel Security leverages Distribution as an important component of our partner strategy. As a Service Provider business model is very different from today’s standard transactional enterprise business model, Intel Security would like to leverage Distribution’s knowledge and expertise to design the most efficient quote-to-cash process to support this partner segment.
The following countries and authorized Distributors are participating in the Intel Security Managed Services Specialization Program:
Asia Australia –Westcon, New Lease
Europe & Africa
Belgium – Tech Data
France – Arrow, Ingram Micro, Abbakan Germany – Ingram Micro
Italy – Computer Gross, Computerlinks SPA Netherlands – Tech Data, Ingram Micro Poland – Arrow
The Nordics (Norway, Sweden, Denmark, Finland) – Arrow South Africa – First Distribution, AxizGroup
SADC – AxizGroup
Spain – Tech Data, Lidera Networks, S.L. Switzerland – Arrow
UK – Arrow
North America Canada –US – Ingram Micro, Tech Data
Arrow , Ingram Micro, Tech Data
Latin America
Argentina – Secure Rep Brazil – Westcon
Caribbean – Digital Logistix Central America – Nexsys Chile – Ingram Micro Chile, S.A Colombia – Nexsys
Ecuador – Nexsys Mexico – Nexsys Managed Services Usage Reporting
Usage reporting is based on a partner requirement to submit monthly royalty reports, via an authorized Managed Services Specialization Distributor, to Intel Security. The summary managed services usage reporting steps include:
Partners are required to submit monthly sales information per order to Distribution. These royalty reports include a pre-set MSP price band based on established partner level.
The associated Managed Services Distributor will provide a royalty report per MSP to Intel Security. Intel Security will invoice Distribution; as Distribution will invoice the MSP.
Reporting shall include the details of each Intel Security product used with the quantity or nodes installed. SaaS usage can be determined by pulling a usage report via the Partner Business Center. On premise and hardware usage must be monitored manually by the Service Provider Intel Security minimum requirements for monthly reporting include the following fields:
SAP contract number Company Name Date
Select product from menu Quantity in use
End User name State & Zip
If submitting $0.00 usage reports, minimum requirements for monthly reporting include the following fields: SAP contract Number
Company Name Date
FOR INTERNAL AND CHANNEL USE ONLY 7 Managed Services Specialization software SKUs are all monthly usage fees and can be adjusted month by month depending on usage. Managed Services Specialization hardware SKUs are available in upfront, one-time fee, plus associated monthly usage – with a 12 month minimum commitment. Reporting on hardware purchases will follow the same reporting requirements as software but must meet the 12 month commitment before they can be removed and/or replaced from the monthly reporting.
Products can be identified as either software or hardware according to their description in the Intel Security Managed Services price book. Typically, hardware is identified as an appliance. In the case of a virtual installation of product, this is considered software as identified in the price book.
Intel Security Distribution partners may have additional reporting requirements. Failure to report usage data on a monthly basis may result in the immediate termination of the Managed Services Specialization entitlement associated with the Service Provider’s Intel Security agreement.
Managed Services Specialization Price book
Intel Security will provide a Managed Services specific price book, based on royalty reporting, via authorized Distributors. Value-based Managed Services Specialization pricing is determined by the aggregated revenue volume.
Managed Services Specialization price band defaults to start at Band A Pricing – sales performance is reviewed quarterly and may merit a value band promotion as the business thresholds get surpassed.
Managed Services Specialization Price book terms
Managed Services Specialization software SKUs are all monthly usage fees
Managed Services Specialization royalty SKUs are never orderable, quotable and will not create an asset and entitlement to an end user
Managed Services Specialization hardware SKUs are available in upfront, one-time fee, plus associated monthly usage – with a 12 month minimum commitment.
No vertical discounts, margin enhancement programs at this time.
NOTE: Closed product access, via an Intel Security partner grant, will be available only AFTER completed Managed Services Specialization Technical Support certifications.
Managed Services Partner Level Compliance
Compliance is the review of a MSP’s achievement in the Intel Security Partner program. Intel Security’s consistent approach to compliance management ensures that those MSPs that are entitled to program level benefits gain access to them. When a MSP invests, they will be rewarded. Program level benefits include, value-based pricing, which can be improved through increased MSP bookings achievements.
In order to make the review process more predictable, Intel Security has launched a regular, worldwide compliance review cycle that is supported by clear processes and actions, including a consistent approach to measurement that enables correct activation of program levels and benefits to those partners who have invested.
A Predictable Compliance Review Cycle
On a quarterly basis, Managed Service Specialization Partners will be reviewed against the requirements in the Managed Service Specialization program.
The benefit of this predictable approach is that if the partner knows when the compliance review is coming, then they can more effectively plan for it; and it’s easier for distributors to support the program levels and help MSPs achieve compliance— Intel Security provides critical data to distributors up-front, saving time.
Managed Services Specialization Price Banding and Assignment
As a new partner, Intel Security provides default price-banding to all Managed Services Specialization partners at BAND A from the Managed Services Specialization Price book. However, based on approved sales, may qualify for a higher band quarterly.
Case Example
To give Managed Service Specialization Partners an understanding of the expected process and timing of the Program, the outlined matrix serves as an example from on-board, certification, accessing McAfee products, and submitting the monthly royalty report to their authorized Intel Security Managed Services Specialization Distributor.
Sample Distributor = DistiCorp XYZ
FOR INTERNAL AND CHANNEL USE ONLY 8
Stage Owner Task Est. Date
Contractual Agreements
Partner & Intel Security
SysSolution ABC signs all required Intel Security contractual agreements and becomes an authorized Intel Security Managed Services Specialization Partner.
July 15th
Pricing Partner SysSolution ABC contacts DistiCorp XYZ and request the applicable usage fees in respect to their Band A initial status and details on the monthly ‘usage’ reporting format and submission process.
July 15th
Partner Planning
Partner SysSolution ABC will build out their Service Playbook with offerings powered by available McAfee Software technologies and price/market their service offerings to their customer base
July 15th
Partner Set-up
Intel Security
Over the following few days Intel Security initiates the System Accounts and complete the addition of this partner to DistiCorp XYZ Authorized Partner list and dispatch the update.
July 17th
Partner Certification
Partner SysSolution ABC begins to complete the Intel Security course requirements per competency
July 17th Partner Grant Intel
Security
After Managed Services Specialization course requirements are completed, Intel Security will generate a partner grant that provides:
1) evidence of a general license to use the available McAfee technologies in Service deliveries to Third Party customers in return for applicable monthly usage fees; as defined by the program
2) Access to the McAfee Software, upgrades and updates from Intel Security Electronic Software Distribution points online 3) Access to the agreed level or Partner Support as defined in
the Program and selected
July 20th
Product Access & End User
Deployment
Partner A certified Managed Services Specialization partner will receive an Intel Security partner grant # to access McAfee solutions.
- On premise, McAfee solutions will be accessed from the McAfee Download Center with partner grant #.
- SaaS-based, McAfee solutions will provide access to the McAfee Partner Business Center.
SysSolution ABC activates their 1st service customer agreement and installs and manages a solution on a 2yr service agreement.
August 1st
Royalty Reporting
Partner At the end of each month, SysSolution ABC breakdowns:
- Active service contracts into data for McAfee Software usage per each serviced customer
- Identifies the McAfee product and quantities in use at that month end.
- This data is presented to the Distributor before the 5th of the month (following the month of the reported service period) in the required format and the applicable total ‘usage fees’ due is calculated and billed by the Distributor.
SysSolution will first report monthly usage to DistiCorp XYZ on or before 5th of September and then continue to report each month.
Sept 5th
Disti Reporting
Disti The Distributor aggregates all Service Provider usage data, for that reported month, onto a single data submission to Intel Security in the vendor’s required format and process. Intel Security then bill the Distributor for the applicable usage fees. The royalty values, per service provider, are captured in Intel Security’s Royalty Bookings Data.
FOR INTERNAL AND CHANNEL USE ONLY 9 Quarterly Banding Review
As a Managed Services Specialization Partner defaults to begin all their Intel Security transactions at Price Band A, the partners banded price will be adjusted quarterly based on their performance review.
Quarterly Review – how does it work? (per above case example)
Intel Security runs a quarterly bookings report on all royalty bookings value from SysSolution ABC for the JULY/AUG/SEP quarter.
The total values in the royalty report’s Netbooked Constant USD$ total is multiplied by a MSP Bookings Multiplier of 1.1 (for margin assumptions) and compared to the Managed Services Specialization Program Banding thresholds defined in the Managed Services Price list bands below.
Intel Security Band Targeted Bookings Volume
Band A $1 $99,999 Band B $100,000 $249,999 Band C $250,000 $499,999 Band D $500,000 $999,999 Band E $1,000,0000 +
Note: Constant $ Netbooked value is a conversion of the local currency actual booked value of each transaction by a static Exchange Rate held constant through the year. This enables bookings to be analyzed against a single set of USD$ based thresholds without impact of currency exchange changes distorting the comparison.
Intel Security will publish the Constant Conversion Rates in use. Should actual attainment value be deemed unreasonable due to 1) significant deviation for actual market rates 2) a significant change in the Constant Rate from one year to the next THEN Intel Security will use reasonable judgment to alter the Bookings Multiplier used in the Review Calculations to offset. BAND PROMOTION: If the booking total exceeds a price band threshold, then the Partner will be promoted to the applicable higher Band. This will represent a decrease in the applicable usage fees for that partner on usage of all available products that applies to all new services utilizing the products AND retrospectively to all existing in service product usage.
In the example above with the July – September quarterly review, the review cycle is conducted by McAfee between 01OCT and 25OCT12.
Any Band promotions will be communicated to the Partner.
The Distributor will also receive an updated Authorized Partner List containing the new Banding details. This Distributor update occurs in the last week of October and will become effective retrospectively for product usage in Services through October. This is possible because the October Service usage is not reported to Distribution until November (at which point the improved Band rates will be applied in the Authorized Partner List and carry into the billing calculation).
The process is repeated in January for bookings data summated over the OCT/NOV/DEC quarter, and so on. There is no cumulative performance carry over from one quarter to the next.
Banding Allocation for applicable fees in the Quarter to come is based solely on the performance in the Quarter just past.
It is advised that breaking the threshold to move up one Band in the Managed Services Specialization reflects about a 10% cost reduction in the applicable usage fees.
This represent a significant improvement on the profitability of all existing service contracts for the residual duration; as well as a decision point for the pricing of new Service contracts going forwards.
IMPORTANT: BAND DEMOTION: Performance degradation and failure to maintain the bookings for the current allocated Band Intel Security understands that a Managed Services Specialization Partner may have a mixed portfolio of 1, 2 and 3 year contractual agreements, whose value spread may also be a mix of smaller and larger service engagements. There may be times when expiration, or loss, of larger service contracts may impact the balance of the quarterly bookings totals.
What happens if a quarterly review does not maintain the minimum threshold for the Partners current Band (and hence cost basis)? Intel Security is aware that Band Demotion should not be ‘programmatically’ applied without investigation of cause.
It will be agreed that the current Band will be allowed to carry forwards for a further Quarter period whilst this discussion takes place.
This provides a three month window to for Intel Security and the Service Provider to consider the situation, implement remediation and prepare for the following quarter periods review.
FOR INTERNAL AND CHANNEL USE ONLY 10 Should the Bookings decline remain evident it is only then that a Band Demotion may be applied according to the standard
terms of the Program.
We feel this approach upholds the principles of the Managed Services Specialization Program’s performance discounting, while allowing fair and equitable time to discuss and address any issues before those principles actually deliver any impact. We also urge Service Providers to carefully consider their pricing models in order to protect their overall profitability from performance discounts that may not always remain applicable after initially being attained.
6 Intel Security Partner Learning Center
Upon signing the Intel Security Managed Services Specialization contractual agreements, Intel Security will provide a MSP with an email to access to the Intel Security Partner Learning Center to complete certifications as desired.
Log into the Intel Security Partner Portal, with the credentials supplied in your Intel Security Partner Program welcome email, and navigate to access the Intel Security Partner Learning Center
At the Partner Learning Center, select “Managed Services Specialization” catalog. From the Managed Service Provider catalog, select your desired certification competency:
Available Managed Services Specialization Solution Competencies
Endpoint Security Network Security Security Management Access the courses necessary to achieve the certifications to effectively support
your customers. Access the Intel Security Managed Services Specialization Technical Support Certification Guide for complete course catalog.
Once you have completed your certification exam(s), please contact your Intel Security Channel Account Manager (CAM). Your CAM will confirm your completion and expedite your partner grant to access to Intel Security’s on-premise and/or cloud solutions.
IMPORTANT
EXAM ONLY: Managed Services Specialization Technical Support Certification
Upon access to the Intel Security Partner Learning Center, MSPs with existing technical support knowledge of McAfee product (s), may bypass the Managed Services Specialization product courses, and ONLY REGISTER to complete the respective Course End Exam / Test.
Obtaining a passing grade of the Managed Services Specialization Technical Support certification may reduce the total number of hours required for certification, and expedite your Intel Security partner grant for product access.
If a MSP would like to take the Managed Services Specialization Technical Support exam only, then check only the Course Exams within the registration catalog.
NOTE: this exam option is only available once. Should the learner fail the exam, then the learner MUST complete the course.
7 Intel Security Managed Services Specialization Solution Deployment
With access to Intel Security open or closed products (upon completion of the Managed Services Specialization Technical Support certifications), Intel Security will produce a unique partner grant number. With the grant number, a MSP will then have access rights to their certified Intel Security solutions, with a choice to management platforms to monitor end user environments.
Access Hardware Solutions: Hardware solutions must be ordered and fulfilled via Distribution, where an Intel Security entitlement will be created for each appliance shipment.
Access On-Premise Software: Upon notifying your Intel Security Channel Account Manager of your completed Managed
Services Specialization Technical Support Certification(s), a MSP will receive an Intel Security email with associated Partner Grant number for product(s) access.
Access McAfee ePolicy Orchestrator, the on-premise management console for Intel Security non--SaaS solutions Access Partner Business Center for online provisioning and management console for Intel Security SaaS solutions
FOR INTERNAL AND CHANNEL USE ONLY 11
8 Technical Support to Managed Services Specialization Partners
Intel Security provides technical support to service providers according to the Support level selected, as a benefit of the Intel Security Partner program.
Comprehensive training and efficient processes help you attain the appropriate level of expertise and enable to you to offer the highest quality post-sales support to complement your other service and support capabilities.
Benefits
Through Intel Security’s partner technical support offerings, you benefit from enhanced access to higher level technical Support engineers, including Tier II, Product Specialists and Intel Security Partner Support Account Managers (SAMs), depending on the offering you choose. This leads to faster resolution time for support cases and stronger relationships with your customers.
As an Intel Security Managed Services Specialization partner, support levels are available as defined:
Business Technical Support: partner receives standard access to Intel Security Business Support until course requirements for one of the below support offerings are met - 24/7 Support by Phone, Chat and the ServicePortal.
Base Partner Support: Requires completion of Intel Security Managed Services Specialization technical support course requirements. Partner receives rapid escalation to second-level technical support after performing required Tier 1 due diligence. Partner shall maintain an appropriate number of Intel Security designated and certified Technical Support Engineers (TSE) to adequately perform Tier I Support for all McAfee technologies.
Intel Security Base Partner Support provides:
Anytime access with 24/7/365 phone support
Enhanced access through more rapid response from Tier 1 to Tier II McAfee Support Engineers Special access to McAfee Technical Support training courses
McAfee ServicePortal and McAfee KnowledgeBase access Use of automated diagnostic and repair tools
Access to the McAfee Support Notification Service
*Base Partner Support is not available for McAfee SaaS Email & Web solutions
Advanced Partner Support: Requires completion of Intel Security Managed Services Specialization technical support course requirements. Partner receives direct access to third-level Support Product Specialists and an assigned Partner Support Account Manager. Additional fee applies. Partner shall maintain an appropriate number of McAfee designated and certified Technical Support Engineers (TSE) to adequately perform Tier I and Tier II Support for all McAfee technologies.
Intel Security Advanced Partner Support provides:
Direct access to Intel Security third-level Product Specialists Assigned Intel Security Partner Support Account Manager Use of the McAfee Platinum ServicePortal
Priority access to McAfee Labs™ Pre-release access to products
Special access to McAfee Technical Support training courses
Use of automated diagnostic and repair tools Intel Security Managed Services Specialization Support Terms
Please access the following Intel Security terms and conditions for the Managed Services Specialization partner support level: www.mcafee.com/base-partner-support-terms