Submitting a New Case via Business Success Portal (BSP)
Preferred Method
Please note that as of March 18, 2025, all contacts with a Business Success Portal (BSP) account and a Trend MDR contract will be entitled to route cases to the MDR team by following the steps below. BSP users will no longer need to be specifically listed in the Trend Vision One Managed Services contact information list for the purposes of opening MDR cases.
- Navigate to the TrendAI™ Business Success Portal (BSP) and click LOG IN (centre screen or upper right corner).
If this is the first time logging in, new customers should have received a welcome email from the BSP system. If you have forgotten your password, select the Forgot Password? option on the login screen.
- Once logged in, go to the Dashboard screen. If not there, click your name in the upper right and select Dashboard.
- Select New Case from the menu options at the top of the screen.
- On the Submit a request or inquiry screen, select the Product and Product Module relevant to your needs.
- You will automatically land on the Managed Services category in the Issue Category section.
- Select one of the following options to ensure the case is properly routed to the MDR team:
- Request Investigation
- Declare an Incident
- Request Quarterly Service Review
- Follow the steps in the prompt under "Fill in request detail," then click Submit.
Interacting with Existing MDR Cases in BSP
- Existing MDR cases can be viewed from the Case-List section of the Dashboard after logging into BSP.
- Locate the specific case you wish to comment on and click on it to open it in a new tab.
- Post your comment or message to the MDR team in the Leave Response box and click Post.
Contacting the MDR Team via Telephone
Reserved for Incidents Only
The MDR team can be reached directly by phone for incident-related calls only. Use the dedicated hotline number below.
☎ MDR DEDICATED HOTLINE
TrendAI™ Managed Detection and Response
+1 817 522 5544
Available 24/7 · Incident declarations and reporting only
IMPORTANT — Hotline scope
This hotline is reserved exclusively for declaring a new incident or reporting an active incident to the MDR team.
Callers contacting this number for non-incident related concerns (general inquiries, case updates, service questions, or other non-urgent matters) will be redirected to submit a case via the Business Success Portal (BSP) instead.
Quick reference – when to call vs when to use BSP:
| ☎ Call the hotline | 🌐 Use BSP instead |
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