| With Trend Micro Support Services, you gain high-quality support and proactive security resources. Our security experts complement your internal team so you can fully leverage your Trend Micro solutions, reduce risk, and optimize IT service levels. |
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Technical Support Services
When it comes to selecting a security vendor, Trend Micro makes your choice easier by ensuring smooth operations with high-quality support services. We'll help you maximize your security environment and minimize threats, and free up your IT resources for other critical functions.
Why Choose Support Services?
- Ensure you have technical support when you need it
- Empower your IT staff with advanced support resources
- Improve security by resolving your support issues faster
Standard Support is included as part of your active maintenance agreement with Trend Micro, and provides access to our support organization during business hours.
24x7 Standard Support extends Standard Support by providing you with around-the-clock access to our support organization, any time day or night, 365 days a year.
24x7 Enhanced Support provides your organization with access to advanced security experts any time you need it, 24x7x365, along with faster issue resolution, up to four hours of remote deployment and upgrade assistance, and more.
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Technical Account Management Services
Put a Proactive Security Expert on Your Team
- Proactive security planning
- Trusted and proven security expertise
- Reduced risk exposure
Use Technical Account Management to improve your security posture and increase the ROI of your Trend Micro investments.
To help you fully leverage the value of your Trend Micro security solutions and to achieve optimized IT service levels, you can rely on Trend Micro Technical Account Management Services. Working as an extension to your team, your Technical Account Manager (TAM) delivers a business-critical component of your IT security management program.
You gain proactive security resources for customer advocacy and a trusted partner to help you optimize your security profile across technology, processes, and people.
Technical Account Management Services offers an extensive, flexible portfolio of level options designed to address a range of needs in terms of scope and focus - including four levels that provide a greater choice in selecting an offering that meets customer's specific requirements: Bronze, Silver, Gold, and Diamond.
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Project Consulting Services
Expert resources to help you plan, build, and manage your key projects
Maximize Your IT Performance by Extending Your IT Reach
Faced with constant pressure to reduce costs, many IT managers today are challenged to accomplish more with fewer resources. Often, this means less time and money for core IT tasks, such as planning for new technology deployments, optimizing network security, or fine tuning a solution for post-installation parameters.
Project Consulting maximizes your IT performance by extending your IT reach with on site, project-based resources and expertise that you need to optimize your Trend Micro solutions. From assessment, planning, and building, to on-going management, Project Consulting Services addresses your needs with expert advice and assistance through each stage of your solution's lifecycle.
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For Corporate Customer Service Assistance, please submit your request at the eTicket System. See the manual for more details.
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24x7 Toll-Free: Australia: 1-800-201-122 New Zealand: 0-800-888-190 Contact Us |
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Support for Client Server Messaging Security for SMB, Worry-Free Business Security Standard, Worry-Free Business Security Advanced:
+852 2612 0541
Monday – Friday (excluding public holidays)
9:00AM–12:00PM, 1:30-5:30PM
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Worry-Free Technical Support (Small & Medium Business):
1-800-425-1009
Monday – Saturday (excluding India Holidays)
9:00AM –9:00PM IST
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Small & Medium Business:
1-800-186-868
Monday – Friday
8:00AM – 5:00PM
Enterprise:
1-800-186-868
Monday – Friday
8:00AM – 5:00PM
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Small and Medium Business:
1-800-580-5800
Monday – Friday
8:00AM –5:00PM
Enterprise:
1-800-580-5800
Monday – Friday
8:00AM –5:00PM
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Small and Medium Business:
1-888-608-1009
Enterprise:
1-877-338-7363
Monday – Friday
5:00AM - 5:00PM PST
(Closed on weekends and holidays)
For 24x7 customers, refer to your Welcome email for support contact details.
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Small and Medium Business:
1-888-608-1009
Enterprise:
1-877-338-7363
Monday – Friday
5:00AM - 5:00PM PST
(Closed on weekends and holidays)
For 24x7 customers, refer to your Welcome email for support contact details.
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Trend Micro Product Support
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Trend Micro Technical Support is available at the following times:
Monday to Friday
8:00AM – 5:00PM (GMT)
Support is offered in English, German, French, Italian, Spanish, Turkish and Russian.
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To share your malware-related concerns and suspicious files, visit the EMEA AV-Service online pages. You will benefit from the efficiency of our consolidated team of anti-threat experts.
Please note that all Trend Micro threat-related information and communication is in English, the international language used in malware protection and cure. This enables the information and security solutions to circulate faster amongst our thousands of engineers around the world.
For more information about Email Reputation Services (ERS), Web Reputation Services (WRS), and our removal tools, visit the Virus and Threat Removal page. |
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Worry-Free Technical Support (Small and Medium Business):4003-2129 Contact Us
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| Overview of Support Services for Small Business North America |
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| Trend Micro Technical Support is committed to helping our customers maximize the business benefits of their Trend Micro Small Business products and providing quality customer experience. We take the role of being our customer's security partner very seriously. |
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| Trend Micro Support for Small Business defines "Customer Support" as providing assistance to Trend Micro Small Business product users and partners on specific product-related problems such as installation, product updates, product performance, and other inquiries. |
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| We have taken the time to understand our customer's service needs, and have made available support services that address the most important service requirements of our customers: to be protected wherever they are connected - in the office, at home or on the road - with a solution that is designed to fit their business. |
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Operating Hours and Local Languages Support
Trend Micro Support for Small Business operates from 5am-5pm US Pacific Time, Monday - Friday (except Labor Day, Christmas Day, and New Year's Day) and 24x7 support for Premium Services (available only in North America).
Although technical support for Trend Micro Small Business products is delivered primarily in English, Trend Micro continues to expand support capabilities in local languages. To know other supported languages, you may check the Contact Support information.
Trend Micro occasionally upgrades products and discontinues support for older versions of products. To know if the product you are using is still supported by Trend Micro Support, you may visit the Supported Versions page.
Trend Micro actively supports versions of its software products for [18 months] from their release. Active support includes responding to telephone, email or web inquiries about the operation or use of the software, and providing on-going development support in the form of workarounds, patches or fixes for resolving known and emerging product issues.
Standard Support comes with your product purchase. Fully licensed subscribers* can access our Online Self-Service Portal for commonly submitted issues with helpful troubleshooting guides on how to use our software, and to find verified solutions. Trend Micro provides customer service and technical support by phone or email to fully licensed subscribers to get their product up and running. Assistance with product issues you encounter during installation and setup is available during regular business hours.
*Fully licensed subscribers are users who own valid licenses of supported Trend Micro Small Business products that have not expired.
Trend Micro offers 24x7 Support Services to give customers the complete peace of mind that comes in knowing we are always there to help. Our Trend Micro Security Experts are just a phone call away, ready to assist customers to solve problems quickly and effectively.
Choose from any of the 24x7 options below:
- Trend Micro 24x7 Standard Support extends Standard Support by providing you with around-the-clock access to our support organization, any time day or night, 365 days a year.
- Trend Micro 24x7 Enhanced Supportprovides your organization with access to advanced security experts any time you need it, 24x7x365, along with faster issue resolution, up to four hours of remote deployment and upgrade assistance, and more.
Note: Virus and Spyware Removal Service are also included on both 24x7 options, up to a maximum of seven (7) incidents.
Other services offered:
Premium Installation Service is a pay-per-incident service that entitles you to:
- Schedule your installation service at a time that is convenient for you
- Assistance in planning for the installation of the Trend Micro software
- Installation of the TM software by our Trend Micro experts via remote control
- Brief tutorial that will help you maintain your Trend Micro software
Learn more about the Trend Micro 24x7 Support Services now!
To subscribe to any of our Trend Micro 24x7 Support Services for Small Business:
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| Trend Micro occasionally upgrades products and discontinues support for older versions of products. If you have a special agreement to receive support for a product that is not listed below, please contact your Premium Support TAM. If you are currently using a product that is no longer supported and you would like to upgrade to a new version, you may visit our online store (for 100 users or less) or contact a local reseller. |
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| Trend Micro actively supports versions of its software products for 18 months from its release. Active support includes responding to telephone, email or web inquiries about the operation or use of the software and providing on-going development support in the form of workarounds, patches or fixes for resolving known and emerging product issues. |
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Core Technology Engine End of Support
Engineering Support
Trend Micro provides engineering support (bug fixes, modifications and enhancements) for the most recently released version of each Core Technology Engine only. Engineering support ends once a new version of an engine is released to all affected active update servers. Therefore, customers must install the most current version of each Core Technology Engine in order to receive bug fixes or engine modifications that protect them from the latest security threats. Core Technology engine includes and is not limited to the following engines: Virus and Spyware Scan Engine, Damage Cleanup Engine, AntiSpam Engine, Behavior Monitoring Engine, Firewall Engine, AntiRootkit engine, ActiveUpdate engine, which can be updated by an active update mechanism. End of Support and corresponding product patch release schedule for Non-Activeupdatable Core Technology engines will be announced accordingly.
Pattern File Support
Trend Micro will continue to release pattern files that operate with a Core Technology Engine for six (6) months after a new Engine has been released on all platforms. For example, pattern file support for Scan Engine 6.9 ended in October 2004 since Scan Engine 7.0 was available on all platforms in April 2004. Trend Micro does not warrant that new pattern files will operate effectively on older Core Technology engines once the more recent version has been released on all platforms for at least six (6) months.
Support Policy Announcement
Trend Micro will discontinue its support for versions of applications or operating system platforms running with Trend Micro products when support for those underlying versions of the applications or operating systems is ended by their suppliers. A list of suppliers and examples of upcoming end of support information follows:
IBM Lotus Domino: IBM has announced that it will withdraw support for IBM Lotus Domino 6.0.x releases on April 30, 2007. Accordingly, Trend Micro will stop support for IBM Lotus Domino 6.0.x as it relates to Trend Micro products on the same date. Information on the IBM Software Support Lifecycle can be found on the IBM web site: www.ibm.com/us
Microsoft: Microsoft will end extended support for Microsoft Windows 2000 Server releases on July 13, 2010. On the same date, Trend Micro will withdraw support for Microsoft Windows 2000 Server as a platform for Trend Micro products. Information on the Microsoft Lifecycle End-of-Support can be found at http://support.microsoft.com/gp/lifeselect
Red Hat: Maintenance support for the Red Hat Enterprise Linux Version 2.1 release will end on May 31, 2009. Similarly, Trend Micro will stop supporting Red Hat Enterprise Linux Version 2.1 as a platform for Trend Micro products. Information on the Red Hat Enterprise Linux Errata Support Policy can be found at www.redhat.com/security/updates/errata/
Novell: Trend Micro will stop supporting Trend Micro products running on Novell SUSE Linux Enterprise Server operating system releases when Novell withdraws them from General Support or Extended support whichever is later. Accordingly, since Novell has announced that it will withdraw General Support for Novell SUSE Linux Enterprise Server 8 release (Extended Support is not offered for this release) on November 30, 2007, Trend Micro will also stop supporting Trend Micro products running on that platform on the same date. Information on the Novell Product Support Lifecycle can be found at the Novell Support site.
Sun Microsystems: Sun will withdraw support for the Sun Solaris 7 release on August 15, 2008. Therefore, Trend Micro will also end support for Trend Micro products running on Sun Solaris 7 on August 15, 2008. Information on the Sun Operating System – Releases End-of-Support can be found at www.sun.com/software/solaris/releases.xml
IBM: IBM will end support for the IBM z/OS V1.4 release on March 31, 2007. Support for Trend Micro products running on the IBM Lotus z/OS V1.4 platform will also end on the same date. Additional support information for other IBM operating system releases supported by Trend Micro products can be found on the IBM Software Support Lifecycle page at the IBM web site.
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| Trend Micro is committed to providing industry-leading products and services. As the market continues evolving toward more complex levels of network security, Trend Micro will periodically announce End-of-Sale and End-of-Life lifecycle information for its products along with migration recommendations for customers. |
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| Once an End-of-Sale date is announced, you may continue to order products from your authorized Trend Micro reseller partner while stock is still available. |
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Product Lifecycle Milestones
Trend Micro has announced lifecycle milestones for the products listed below. Migration options are indicated and are updated periodically.
In advance of public announcements, Trend Micro will provide an End-of-Sale Announcement to direct partners per agreements.
The End-of-Life date will generally occur three (3) years after the End-of-Sale date.
Before the End-of-Life date, Trend Micro may provide maintenance releases, software patches, or hot fixes, at its discretion, to products that have been announced as EOL.
Software maintenance support contract renewals and Hardware Warranty Extensions may continue to be available until one (1) year before the End-of-Life date.
Renewable security subscriptions will generally be available for purchase from reseller partners until one (1) year before the End-of-Life date.
For hardware-based products, the Return Materials Authorization (RMA) process will continue until the End-of-Life date if the product is covered by a Hardware Warranty.
If you have questions regarding the Trend Micro End-of-Life Policy and product migration, please contact Technical Support.
*Note: Select regions may have varying milestone dates.
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