When it comes to selecting a security vendor, Trend Micro makes the choice easy by providing the high-quality support services that ensure smooth operations and guarantee security success. By taking advantage of our superior support services, you can maximize your security environment and minimize threats. In the process, we’ll help you free up your own valuable IT resources to perform other critical functions.
"Trend Micro Support Services complement my in-house staff with access to an advanced technology and security expert. We get help to resolve any support issues as quickly as possible so that we’re free to focus on other issues."
Patrick D. Heisinger, CISSP, Senior Technical Specialist, Information Systems, BJC Healthcare
Included as part of your active maintenance agreement with Trend Micro, this level of support gives you access to our support organization during business hours.
This type of support extends Standard Support by providing round-the-clock, 365-day-per-year access to our support organization.
With this level of support, you get access to advanced security experts any time you need them (24x7x365), plus faster issue resolution, up to four hours of remote
deployment and upgrade assistance, and more.
|Key Features and Services||Standard Support||24x7 Standard Support||24x7 Enhanced Support|
|Telephone Access to Support Engineers||Business Hours||24x7||24x7|
|Telephone or Web/email case opening||X||X||X|
|Remote problem diagnosis and remediation support||X||X|
|Access to Advanced Engineers||X|
|Priority Call Queuing||X|
|Remote installation and upgrade support (up to 4 hours)||X|
|Best Practice Guides||X|
|Proactive Threat Alerts||X|
For customers that want a closer partnership with and/or more advanced security options from their security vendor, we recommend Trend Micro Technical Account Management Services or Project Consulting Services.