Service offers security and customized tech support.
Press Release Summary:
Made up to 3 service levels, Premium Support assures customers that products are working effectively within their business. Customers that chose higher levels will receive tailored account planning and management that targets specific business needs. Service also offers in-depth consultation and implementation advice for effective deployments, as well best practices guide. Highest service level, Diamond Premium Support, allows customers to tailor support level that meets specific needs.
Original Press Release:
Trend Micro Premium Support Boosts Customization and Security for Customers
Enterprise customers to receive enhanced security and value-added services through personalized, proactive technical support
CUPERTINO, Calif., Oct. 15 /-- Trend Micro Incorporated , a leader in network antivirus and content security software and services, today announced that its enterprise customers in North America will gain enhanced security and personalized, augmented customer support through new service features that bolster the company's Premium Support offering in North America.
Premium Support, made up of three distinct service levels from which customers can select, is designed around flexibility and customization. Customers who choose the higher levels of support will receive, among other new services, tailored account planning and management that targets specific business needs. Other recently added features, such as best-practices guides, extend across all Premium Support levels and are designed to further enhance customer experience.
The highest, and newest, service level is Diamond Premium Support: It allows customers to tailor a support level that meets their specific needs.
Premium Support customers are assured that Trend Micro's products are working effectively within their businesses. In addition, customers will continue to have direct access to a designated Technical Account Manager (TAM) who will expedite all support requests. Equipped with the latest information on emerging threats, customers will also receive ongoing advice specific to their network environment and security needs.
"When it comes to security, we are forward-thinkers," said Greg Whann, Director of Technical Support, North America. "We turn quickly and accelerate rapidly so our customers can focus on other aspects of their business. And because businesses have different needs, we designed a Premium Support offering that is unique in its customization and flexibility."
"With Premium Support, Trend Micro complements my in-house staff with direct access to a Technical Account Manager," said Patrick D. Heisinger, senior technical specialist of information systems for BJC Healthcare. "Our TAM helps us to resolve any support issues as quickly as possible so that we are free to focus on other issues."
"I get outstanding service from my TAM. He helps me to quickly resolve issues and functions as a business partner; and is familiar with our network, products, applications, and business strategies. He makes recommendations that take all this into account, and the results have been great," said Matthew Chapman, assistant director of information communications technology services for the Orange County Public Schools in Florida.
New features, depending on service level, of Premium Support include:
Tailored Account Planning and Management -- Customers benefit from a customized support plan that meets their specific needs. Plans offer a highly personal, hands-on approach to account management.
Product Deployment Assistance -- Customers get in-depth consultation and implementation advice to ensure faster, more effective product deployments. Assistance is based on proven methodologies and backed by experts.
Product Best Practices Assessment -- Customers receive a detailed assessment of their deployment of one or more Trend Micro products relative to best practices, as defined by Trend Micro experts.
Best Practices Guide -- Customers receive access to detailed best practices guides, that enable them to configure their Trend Micro products for optimal security.
For small to mid-size companies and enterprises with less intensive support needs, the company is also introducing the Trend Micro 24x7 Support program which provides 24x7 phone support with priority handling.
North American Pricing and Availability
Services are available immediately. Trend Micro Premium Support starts at $30,000 per year. Trend Micro 24x7 Support starts at $299 per year for customers for up to 25 users.
Premium Support is backed by TrendLabs(SM) -- a global network of threat research and product support centers that serve as the backbone of Trend Micro's service infrastructure for providing continuous round-the-clock coverage to Trend Micro customers around the world.
About Trend Micro Incorporated
Trend Micro Incorporated is a pioneer in secure content and threat management. Founded in 1988, Trend Micro provides individuals and organizations of all sizes with award-winning security software, hardware and services. With headquarters in Tokyo and operations in more than 30 countries, Trend Micro solutions are sold through corporate and value-added resellers and service providers worldwide. For additional information and evaluation copies of Trend Micro products and services, visit our Web site at www.trendmicro.com/ .
Trend Micro, and the t-ball logo are trademarks or registered trademarks of Trend Micro Incorporated. All other company or product names may be trademarks or registered trademarks of their owners.
CONTACT: Michael Sweeney of Trend Micro Incorporated, +1-408-863-6384, Michael_sweeney@trendmicro.com
Web site: www.trendmicro.com/
