Support Notification Service Frequently Asked Questions
Technical Articles ID:
KB67828
Last Modified: 5/20/2021
Summary
The McAfee Enterprise Support Notification Service (SNS) is a communication service. It provides timely information by email to corporate customers, partners, and employees who subscribe to the service. SNS communications help you maximize the function and protection capabilities of your McAfee Enterprise products.
Click to expand the sections below for answers to frequently asked questions about SNS:
What kind of information will I receive, and how frequently?
The communication method for all subscribers is email. SNS delivers the following types of messages:
Product information
Notices: Standard product news, such as releases, signature updates, or end-of-life announcements.
ProTips: Short product-specific emails offering best practices, troubleshooting, and how-to information with links to in-depth Knowledge Base resources (up to one or two per week).
Alerts: Critical and urgent information that requires immediate customer action. Alerts include vulnerabilities, false positives, virus outbreaks, or critical remediation updates. We determine alerts based on severity and urgency. Alerts are sent only if immediate customer action is needed.
NOTE: Alerts are infrequent; notices are the most common form of message.
Special Notices
Weekly Recap: A weekly summary all notices and alerts for the preceding seven days (sent Monday afternoons Central Time)
DAT Delay Notices: A notice sent when there is a delay in the regular DAT file updates that McAfee Labs provides
Malware & Threat Reports: Updates from McAfee Labs on trends and news about threats and malware
McAfee Subprocessors: Updates when McAfee changes subprocessor or subcontractor relationships (for GDPR compliance)
How do I subscribe to SNS?
If you do not have a current subscription account or want to create another account (for example, with an alternate email address):
In the Email Address field, type your email address.
Click Opt out from SNS emails to unsubscribe from all SNS communications.
Click Submit.
NOTE: This action unsubscribes you only from receiving SNS notices. You will continue to receive email communications from other McAfee subscription services that you have subscribed to.
What happens when I unsubscribe from SNS communications?
Your subscription data is deleted from the system 90 days after you unsubscribe. If you decide to resubscribe after 90 days, you must complete the subscription form again.
How do I change my email address?
If you need to change your email address, unsubscribe your old email address and then set up a new subscription with the new email address:
Unsubscribe the old email address from receiving SNS communications. See the "How do I unsubscribe" section above.
Subscribe to SNS with your new email address. See the "How do I subscribe to SNS" section above.
What happens if my email address is deactivated and an SNS gets a "hard bounceback"? For example, after leaving a job?
If a contact's email address is labeled as a hard bounceback, the contact will not be sent any further communications. A hard bounceback indicates that the email address no longer exists. Subscription details for the contact are deleted after 90 days.
Can I have my IT service provider get SNS notifications?
Yes. Direct your service provider to the SNS Subscription Preference page and ask your service provider to complete the form. A company can use a distribution list or special email address (for example, support@xxxx.com) to make sure that a team gets the SNS communications.
What products are included in the subscription form?
You can choose from the following options:
Product Category
Products in this category
Advanced Threat Defense
Advanced Threat Defense
Application and Change Control
Application Control
Change Control
Embedded Control
Data Loss Prevention (DLP)
Data Loss Prevention Discover
Data Loss Prevention Endpoint
Data Loss Prevention Monitor
Data Loss Prevention - Prevent
Database Security
Database Activity Monitoring
Vulnerability Manager for Databases
Email and Web Protection
Content Security Reporter
LightPoint Security
McAfee Client Proxy
Security for Microsoft Exchange
Security for SharePoint (PortalShield)
Web Gateway
Web Gateway Cloud Service
Endpoint Encryption
Conduit Platform
Drive Encryption
Endpoint Assistant
Endpoint Protection for Mac
File and Removable Media Protection
Management of Native Encryption
Endpoint Security
Endpoint Security Adaptive Threat Protection
Endpoint Security Firewall
Endpoint Security Threat Prevention
Endpoint Security Web Control
Endpoint Security for Mac Firewall
Endpoint Security for Mac Threat Prevention
Endpoint Security for Mac Web Control
Endpoint Security for Linux Firewall
Endpoint Security for Linux Threat Prevention
Endpoint Upgrade Assistant
Data Exchange Layer
McAfee Active Response
Threat Intelligence Exchange
VirusScan
Installation Designer
SiteAdvisor Enterprise VirusScan Command Line Scanner
VirusScan Enterprise
VirusScan Enterprise for Linux
VirusScan for Mac
Does McAfee track SNS email messages?
The SNS team tracks link click-throughs to evaluate message clarity and usefulness. This data allows the SNS team to improve message content and program value.
Does McAfee use the subscriber list for marketing purposes?
No. SNS subscriptions are separate from other McAfee lists and will not be used for marketing purposes.
What safeguards does McAfee have to protect my privacy?
Your security and privacy are important to us. Read the McAfee Privacy Policy.
How secure is the subscription form?
McAfee provides the following SNS subscriber security:
SSL certification of the subscription site for secure data transmission
A separate off-site database not connected to customer account data
Why are my messages from McAfee SNS <no-reply@sns-engage.mcafee.com> being classed as spam?
Your email systems might not recognize this domain as genuine email from McAfee and mark the email as potential spam. Make sure you add no-reply@sns-engage.mcafee.com to your email allow list. If you have any questions, email the SNS team.
Are messages from no-reply@sns-engage.mcafee.com legitimate?
Yes. This address is a dedicated domain that McAfee hosts through Pardot by Salesforce.
for a list of the products that are included in each product group.
