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Submitting a New Case via Business Success Portal (BSP)

Preferred Method

Please note that before attempting to submit a case, you are listed as a Managed Services contact in your company's instance of Trend Vision One. This is important in order to view certain case options for MDR. Instructions on how to add your contact to Vision One can be found here.

1. Navigate to the Trend Micro Business Success Portal (BSP) and click LOG IN (either in the center screen or upper right hand corner).

 
If this is the first time logging in, new customers should have received a welcome email from the BSP system when their contact was set up in Vision One. If you have forgotten your password, you can select the Forgot Password? option on the login screen.
 

2. Once logged in, you should be on the Dashboard screen. If not, you can click your name in the upper right hand corner and select Dashboard from the drop down menu.

3. Select New Case from the menu options on the left side of the screen.

4. On the Submit a request or Inquiry screen, select the Product which your case is related to from the drop-down list.

5. Under Select an issue category, select the Threat Issue box.

6. After clicking this box a new set of options will appear. Please select at least one of the following options to ensure the case is properly routed to the MDR team:

  • System Infection / Compromised Environment
  • Threat Inquiry

7. Follow the prompt steps under Request Details and then click the Submit button.

 

Interacting with Existing MDR Cases in BSP

1. Existing MDR cases can be viewed from the Case-List section of the Dashboard menu after logging into BSP.

 
 

2. Locate the specific case in the list you wish to comment on and click on it to open the case in a new tab.

3. Post your comment and/or message to the MDR team in the Leave Response box and click Post.

Contacting the MDR Team via Telephone

Reserved for Incidents Only

Trend Micro's MDR team can be reached by telephone for cases that have already been declared an incident or is severe enough where the customer is wanting to upgrade the severity of the case to an incident level. Regular inquiries or questions should be directed through BSP.

Please note that the contact calling should be listed as a Managed Services contact in your company's instance of Trend Vision One. Instructions on how to add your contact to Vision One can be found here.

The telephone number to call varies per region and can be located via the following steps:

  1. Navigate to the Business Success Portal (BSP) . Login is not required.
  2. Click the Contact Option in the upper right-hand navigation bar.

  3. On the Contact Support Page, select the country from which you are calling from the drop down list under Please select your current location.
  4. The number listed under Enterprise support is the phone number for your region - regardless of the time of day you are calling.

    Contact Support

  5. When calling the Enterprise phone support number, the caller will be greeted by a standard interactive voice response (IVR) menu with options.

    The specific options to reach the MXDR team varies per region and the time of day you are calling:

    • You may hear an option for "Threat" inquires - select this to then hear the option for Managed XDR; OR
    • You may hear an option for "Managed XDR" or "Service One" in the top-level menu.
 

After selecting the appropriate MDR option, your call will be routed to an initial triage team. Once this team has validated the call is related to an incident and your contact information you will be transferred to the MDR team.

In some cases the MDR team may be engaged on another urgent incident and the call may be redirected to a voicemail box. In this case please leave a message and a Service Delivery Manager will return your call as quickly as they can. (Please note that in some instances it can take up to 90 seconds for your call to reach the voicemail box due to routing and call options).

If you require immediate assistance and you cannot connect to a live MDR analyst, you may opt to re-dial the Enterprise support line and the triage team may be able to help locate an alternate resource to assist. Premium Support (PSP) and/or Trend Service One Complete customers can contact either their designed CSM/TAM (during the day) or the PSP hotline number (if applicable) for after-hours urgent support.