Support Services

Ensure smooth operations with superior support

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Expert help from global security experts

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 the support level that’s right for your organization

24X7 Standard Support is available around the clock for critical business issues as defined at www.trendmicro.com/severitydefinitions.

Support for routine and non-critical issues is available during normal business hours. You receive Trend Micro 24x7 Standard 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.

Support for TippingPoint is offered separately. See TippingPoint Support, Education, and Services

	Support offerings What you can expect from Trend Micro Support Services Telephone Support 24 X 7* Designated contacts 3 Product updates and upgrades yes Telephone, email, and web-based support channels yes Access to Customer Service Engineers yes Assignment of Named Customer Service Manager Priority case handling Suspicious file analysis (via Premium Support Connection) Installation and upgrade support On-going security assessment and recommendations Monthly calls and annual on-site meeting	Support offerings What you can expect from Trend Micro Support Services Telephone Support 24 X 7 Designated contacts 6 Product updates and upgrades yes Telephone, email, and web-based support channels yes Access to Customer Service Engineers yes Assignment of Named Customer Service Manager yes Priority case handling yes Suspicious file analysis (via Premium Support Connection) yes Installation and upgrade support yes On-going security assessment and recommendations yes Monthly calls and annual on-site meeting yes
What you can expect from Trend Micro Support Services	Trend Micro 24x7 Standard Support	Trend Micro Premium Support
Telephone Support	24 X 7*	24 X 7
Designated contacts	3	6
Product updates and upgrades	yes	yes
Telephone, email, and web-based support channels	yes	yes
Access to Customer Service Engineers	yes	yes
Assignment of Named Customer Service Manager		yes
Priority case handling		yes
Suspicious file analysis (via Premium Support Connection)		yes
Installation and upgrade support		yes
On-going security assessment and recommendations		yes
Monthly calls and annual on-site meeting		yes

*Access to support around-the-clock is for critical issues as defined at www.trendmicro.com/severitydefinitions

Additional Services

Service One

Augment security teams with 24/7/365 managed detection, response, and support.

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