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Support Services

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Ensure Smooth Operations with Superior Support

Support Services

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 experts and completely dedicated to helping your organization exchange digital information safely.

Key Benefits

As the global security landscape becomes more complex, our support teams have the best knowledge-base, ongoing training, and staff resources for handling customer issues. With Trend Micro Support Services, you can:

  • Improve 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 return on investment with expert advice on your industry-leading Trend Micro solutions
  • Reduce your risks with real-time, proactive advice from a named or dedicated Customer Service Manager

Choose Support That’s Right for Your Organization

Choose between three levels of support to ensure smooth operations:

  • Standard Support, included with your active maintenance agreement, provides access to our superior support organization during business hours.
  • 24x7 Support gives you round-the-clock access to advanced support engineers who can help with your most pressing issues, including problem diagnosis and remediation.
  • 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.
Support Services Standard 24 x 7 Support* Silver Premium Support Gold Premium Support
Telephone support hours Business Hours 24 x 7 24 x 7 24 x 7
Designated contacts 3 4 4 6
Product updates and upgrades
Telephone, email, or web-based support channels
Priority call queuing  
Malware removal assistance  
Remote installation and upgrade support   4 hours per year
Priority access to Advanced Support Engineers  
Assignment of Named Customer Service Manager    
Dedicated access to Customer Service Engineers    
Access to Premium Support Portal/Knowledge Base    
Implementation best practices    
Proactive threat alerts    
Account management calls per year     6 12
On-going security assessments and recommendations      
Regular security preparedness and planning reviews      
Annual on-site meeting      
Number of regions     1 1
Able to expand to include additional regions      
Suitable for global organizations      
Dedicated or On-site Customer Service Manager       Optional

* 24 x 7 Support is included with active maintenance for some products, including Smart Protection for Endpoints, and Smart Protection – Complete. Your sales representative can provide the current list of Trend Micro products that include 24 x 7 Support.

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