RE: Poor Support from McAfee

Hi Jonthan,

The best support for malware samples is from Symantec. We have experienced
that they respond you within 8 hours of submission and sometimes their
response is speedy i.e. within 2 hours. They even interact with the
customers over the phone for getting more details on the submission or if
customer have any concern over the result of submission.

Thanks.

Regards,
Anshuman Anil Deshmukh, Associate Manager, Information Security (ISMS
Manager)


-----Original Message-----
From: listbounce@xxxxxxxxxxxxxxxxx [mailto:listbounce@xxxxxxxxxxxxxxxxx] On
Behalf Of malwares@xxxxxxxxx
Sent: Tuesday, December 28, 2010 8:33 AM
To: security-basics@xxxxxxxxxxxxxxxxx
Subject: Poor Support from McAfee

Hi All,



Over the year, it was noted that cases submitted to Mcafee via their portal
was either totally no response or no more follow up after the first reply.
Does anyone have similar experience? I will also like to find out which
Anti-Virus vendor provides the best support from your point of view.



Issues we have submitted include 0-day malware and McAfee/Foundstone VA
scanner. Majority of the issues were pertaining to Foundstone VA Scanner. To
name one issue as an example, we have noted that vulnerability was picked up
on a server whereas we have multiple servers which is a complete mirror of
the vulnerable one. Apparently these are in the scanning list. We submitted
a case to McAfee about the false negative. They got back and we have
provided McAfee the Foundstone settings and running their analysis tool
"Mer.exe" as per their instructions. It's been a few months and we have
followed up with several mails. However to date there is still no reply.
This really makes me wonder if there's something wrong with their procedures
or the developer/domain expert for Foundstone VA scanner is still around?



Regards,

Jonthan Gill


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