Trend Micro Premium Support

Overview:

Trend Micro™ Premium Support offers personalized, proactive technical support with a designated Technical Account Manager (TAM) as your primary point of contact. You will benefit from highly responsive service, faster resolution of support issues, and direct access to in-depth technical expertise. Tiered options give you greater flexibility to choose a support program tailored to fit your business-specific needs.

Staying Ahead of the Bad Guys

Chances are your company has already invested heavily in IT security. But do you have up-to-the-minute threat intelligence needed to protect your business from the latest threats? And do your IT administrators have the means to resolve support issues quickly and efficiently? Knowledge is power—especially in today’s world where malware writers are highly organized and have access to engineers who are capable of developing complex, deceptive threats.

Motivated by the lure of illegal profits, cyber criminals are continually developing new, more sophisticated techniques to avoid detection. Multiple variants, blended threats, deep compression, staged attacks with gradual downloads, and morphing techniques are just a few of the challenges that can turn corporate security into a guessing game. In this environment, effective protection requires not only powerful technologies, but also proactive threat management and expert support services.

Technical Account Manager

Your designated TAM works to expedite all of your service requests, while also providing you with expert advice. By getting to know your support history and IT security strategies, your trusted security advisor can evaluate and diagnose support problems in the proper context—to achieve optimal outcomes.

Global Support Capabilities
Trend Micro’s support presence spans the globe. Our TAMs are located in more than 20 countries where they provide customers with local support in more than 12 languages. At the Gold and Diamond Premium Support levels, we offer international TAM support in regions around the world.

Return On Investment

With access to advanced antivirus, content security, and technical intelligence, your TAM is equipped to resolve your service requests more quickly—and prevent potential problems before they occur. By improving the overall effectiveness of your network security, Premium Support helps you maximize the value of your product investment.

Key Features of Premium Support
We now offer three levels of Premium Support—Silver, Gold and Diamond. The higher the level of support, the greater the flexibility you have to choose customized services tailored to your business needs.

 

Features & Benefits:

Key Benefits: Improving Network Security

• Gives you direct access to a designated technical expert
• Resolves support issues faster—with priority handling
• Provides highly-responsive, personalized service
• Maximizes efficiency and frees your IT resources
• Alerts you to new threats before problems occur

Features in Detail

NEW! Best Practices Guides
You gain access to in-depth best practices guides, enabling you to configure your Trend Micro security—for optimal protection.

NEW! Malware Health Check
Your TAM assesses your organization’s security practices, benchmarking them relative to similar organizations.

NEW! Advanced Malware Incident Assistance
In the event of a severe malware infection, your TAM, working with other Trend Micro experts, will follow a proven, comprehensive approach to help you stop the outbreak and remove the malware.

NEW! Technology Insider Program
This comprehensive program is designed to bring you closer to Trend Micro technology, ensuring that you are “in-the-know” about upcoming product developments that affect your business.

Proactive Threat Alerts
When a new threat emerges, your Technical Account Manager will personally alert you if Trend Micro determines the malware poses a particularly high risk to your business. The service also delivers automated threat notifications so you can take proactive measures to avoid adverse consequences.

2-Hour Virus Response Service Level Agreement
This feature of Gold and Diamond Premium Support ensures that a pattern file, guaranteed to detect the virus, will be delivered within two hours of your virus case submission. This applies to virus case submissions that you define as urgent.

Tailored Account Planning and Management
With Gold or Diamond Premium Support, you gain greater flexibility to choose a support program tailored to your specific needs. We’ll help you to create a customized support plan and then use it as a roadmap to manage your program, ensuring that end results are optimized to meet your needs and expectations.

Account Status Meetings and Customized Reports
As a Gold and Diamond Premium Support customer, you gain the benefit of regular account review meetings with your TAM. You will receive detailed, customized reports based your account history and status that are of special interest to you.

Enhanced Online Resources
Premium Support online resources ensure that you are wellinformed about products, technical support issues, service case status, and other developments that affect your business. Features include a Case Management Tool and Premium Knowledgebase.

Value Added Services:

Diamond Premium Support

Threat Awareness Audit Service:
Trend Micro will assist you and provide the tools to conduct a test of your employees’ behavior in response to a simulated email-based malware attack.

Product Best Practices Assessment:
We will assess your deployment of one or more Trend Micro products relative to best practices as defined by Trend Micro security experts.

Product Deployment Assistance:
Project-based consulting service to assist you in deploying Trend Micro products for optimal results. It is based on proven methodologies and backed by product experts.

Crisis Management Planning Assistance:
Trend Micro will assist you in reviewing or creating documentation that will prepare you for an IT security crisis.

Gold Premium Support

As a Gold Premium Support customer, you gain the flexibility to choose of one of the Diamond Premium Support value added services that fits your specific needs:

• Product Best Practices Assessment
• Product Deployment Assistance
• Crisis Management Planning Assistance

Other Support Options

Customized Support Programs
Additional customized support programs are available for Diamond Premium Support Customers.

Standard Support
Standard product maintenance includes basic telephone support, available during business hours (5 a.m. – 5 p.m. Pacific Time). Newly licensed products include one year of maintenance.

24x7 Support
For customers who do not opt for Premium Support but do require all-hours access to telephone support, 24x7 access is available as an option.

TrendLabsSM

Trend Micro™ Premium Support is backed by TrendLabsSM, our global network of research and support centers where engineers continuously develop new threat intelligence and deliver the means to detect, preempt, and eliminate attacks.

Trend Micro Enterprise Protection Strategy

Trend Micro™ Premium Support is in integral part of the Trend Micro™ Enterprise Protection Strategy, a fully integrated, multi-layered security framework—for comprehensive network protection.

Documentation:

Trend Micro Premium Support Datasheet (.PDF)