McAfee boosts IPS tech support

Recognising that intrusion-prevention systems can present hard technologies to learn and deploy, McAfee announced on Monday that it is opening up its Plano, Texas, lab to IPS testing and training for both customers and channel partners.

McAfee also plans to offer free technical support for the first 60 days to customers purchasing its IPS products. Sean Glynn, McAfee's business manager in technical support, says the goal is to always ensure customers have technical support during the early days of deployment because those customers who get the support are "always the most successful."

Until now, McAfee offered a more generalised form of helpdesk support, but the new approach enlists a single tech-support person to guide the buyer of McAfee's IPS products through basic deployment and troubleshooting.

Since McAfee's IntruVert appliance requires some configurations to block attacks, the goal is to alleviate the frustration customers may have in deploying an in-line device that might block legitimate traffic as well.

McAfee has also started making its testing labs available for training and demonstrations of IPS equipment to partners and customers in order to improve understanding of how the IPS equipment works, says Glynn. "We'll have on-demand classes," he says.

Sometimes the training will be available via remote access so that participants won't have to actually travel to Texas, he adds.

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