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Frequently Asked Questions (FAQs) about Hosted Email Security (HES) end-of-life and Email Security (EMS) Standard launch

    • Updated:
    • 30 Apr 2021
    • Product/Version:
    • Hosted Email Security
    • Trend Micro Email Security
    • Platform:
    • N/A

The purpose of this article is to inform about the end-of-life of Trend Micro Hosted Email Security (HES) and launch of Email Security (EMS) Standard. The goal is to give our valued customers ample time to plan for the migration.

Definition of Terms:

  • EMS-Std = Trend Micro EMail Security Standard
  • EMS-Adv = Trend Micro EMail Security Advanced

What are the End-of-Sale and End-of-Life dates of HES?

For standalone HES customers:

  • End-of-Sale Announcement: Nov 4, 2019
  • End-of-Sale for New Customers: May 30, 2020
  • End of Renewal for Existing Customers: Apr 30, 2021
  • End of Life/Support: Dec 30, 2022

For Smart Protection Complete, Worry-Free (Services) Advanced, and Worry-Free XDR customers:

  • EMS-Std added to the suites' new and renewal orders: Jan 1, 2020
  • EMS-Std added to the suites' new and renewal orders: Jan 1, 2020
  • EMS-Adv added to the suites’ new and renewal orders: May 10, 2021 (Worry-Free XDR only)
  • HES removed from the suites' new and and renewal orders: Nov 1, 2021
  • For MSPs using Licensing Management Portal (LMP), HES will be removed from the service plans (both suites and standalone) in LMP on Nov 1, 2021.

What are the differences between HES and EMS-Std? Why should customers migrate?

EMS-Std, like EMS-Adv, uses new infrastructure and architecture to provide better reliability, scalability, and manageability. It is completely re-designed to fulfill the customers’ needs.

EMS-Std has the following features not included in HES:

  • Mail Tracking Logs are faster and longer period (30 vs. 7 days)
  • Detection of malicious web links embedded in file attachments
  • Exportable and scheduled PDF reports
  • Syslog for exporting logs
  • Directory integration: Azure AD, MS AD, Open LDAP, IBM Domino
  • Connected Threat Defense: Implementation of suspicious object lists from Apex Central
  • Supports SSO for Admin Console and End User Console. HES, only supports for EUQ.
  • 200 entries for Web Reputation Approved List (50 in HES)
  • More intuitive UI same as EMS-Advanced

EMS-Std does not include cloud sandboxing.

How would customers migrate from HES to EMS?

For customers and channel partners:

A migration tool is available starting November 1, 2019 for customers to migrate from HES to EMS-Std or Adv. An EMS-Std or Adv activation code/license key is needed to start the migration. Customers will need to register the key in the same Customer Licensing Portal (CLP) account as their HES.

Smart Protection Complete, Worry-Free Business Security (Services) Advanced, and Worry-Free XDR customers can get an EMS-Std or EMS-Adv key on the next renewal. The key will be automatically included in the renewal order. EMS-Std or EMS-Adv will NOT show up automatically in CLP. The new key needs to be registered in CLP to start the migration process.

For MSPs using LMP:

For Smart Protection Complete, Worry-Free Services Advanced, Worry-Free Advanced, and Worry-Free XDR customers, the EMS-Std or EMS-Adv license key is automatically included in the Service Plan in your LMP account. Simply follow the migration steps below.

For all customers and MSPs:

Migration details can be found on this Online Help page . These are the high level migration steps:

  1. Customer opens new EMS admin console. EMS (Standard or Advanced) provisioning tool in console will automatically recognize if the customer uses HES. It will ask if the customer wants to migrate their policy from HES to EMS. If the customer selects yes, the policy is copied. The customer may review the policy. Security policy and black/white lists are included in the migration as well.
  2. Customer updates firewall to allow email from EMS.
  3. Customer changes the MX record from HES to EMS.
  4. After migration to EMS, the customer's HES account will continue to be available for log in, to view old logs.
  5. All policies are migrated. Logs and quarantine data are NOT migrated so that there is clear separation of logs between old and new service. After migration, new logs will start to be recorded in EMS.

What should customers do if they need cloud sandboxing after migrating from HES to EMS-Std?

Trend Micro recommends the following:

  • Customers with Trend Micro Cloud App Security license [e.g. Smart Protection Complete and Worry-Free (Services) Advanced customers] -- enable the sandboxing in Cloud App Security
  • Customers who don’t have Trend Micro Cloud App Security, or require sandboxing for file and URL – upgrade to EMS-Adv through a lower cost add-on or cross-grade SKU.

EMS-Adv uses sandbox technology which supports file and URL sandbox. It is purpose-built to be an enterprise-grade with higher detection, reliability, and scalability. URL Sandboxing is usually offered by other companies as an add-on with a high premium price. Trend Micro has bundled this premium capability with EMS-Adv to provide a competitive package.

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