Ensure Smooth Operations with Superior Support
Take advantage of our superior support services to keep your security strong, minimize threats, and free up your valuable IT resources for other critical functions.
How do we know our support is best? We’re Trend Micro, 100% security, 100% focused, 100% of the time. We’re global SECURITY experts and completely dedicated to helping your organization exchange digital information safely.
Key Benefits
As the cyber security landscape becomes more complex, our support teams have the best knowledge-base, ongoing training, and staff resources for handling customer issues. Trend Micro Support Services can:
- Fortify your security by resolving support issues fast
- Ensure technical support whenever and wherever it’s needed
- Empower your IT staff by off-loading security challenges
- Optimize your ROI with expert advice on your industry-leading Trend Micro solutions
- Provide you with real-time, proactive advice from a dedicated Customer Service Manager
Choose Support That’s Right for Your Organization
Choose between two levels of support to ensure smooth operations:
- 24x7 Support is available around-the-clock for critical business issues, as defined at www.trendmicro.com/severitydefinitions (PDF). Support during business hours is provided for non-critical issues. You receive Trend Micro 24x7 Support with your active maintenance agreement.
- Premium Support Program provides you with a named Customer Service Manager who will be your on-going contact to assist you with urgent issues and provide expert guidance designed to elevate your security posture.
| What you can expect from Trend Micro Support Services | Support Offerings | |
|---|---|---|
| Trend Micro 24x7 Support* |
Trend Micro Premium Support |
|
| Telephone Support | 24 x 7 | 24 x 7 |
| Designated contacts | 3 | 6 |
| Product updates and upgrades |  |
|
| Telephone, email, and web-based support channels | |
|
| Access to Customer Service Engineers | |
|
| Assignment of Named Customer Service Manager | |
|
| Priority case handling | |
|
| Suspicious file analysis (via Premium Support Connection) | |
|
| Installation and upgrade support | |
|
| On-going security assessments and recommendations | |
|
| Monthly calls and annual on-site meeting | |
|
| Number of regions | 1 | |
| Suitable for global and large enterprises | |
|
*Access to support around-the-clock is for critical issues as defined at www.trendmicro.com/severitydefinitions (PDF)
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