This document is intended for use by business end user customers who engage directly with Trend Micro Technical Support in most global regions (*see exclusions below).
This guide provides our customers with information about our support offerings, support processes and policies, including:
- Trend Micro Online Resources
- Customer and Trend Micro Responsibilities
- Submitting a Case Online
- Contacting Trend Micro Support via Telephone
- Trend Micro Severity Definitions
- Support Request Escalation Process
- After Hours Support for Critical Issues
- Support Request Closure
- Language Support
- Additional Support Offerings
Updates to this guide will be posted periodically as needed.
* Excluding Japan, Greater China, Taiwan, Hong Kong, and Korea as of the initial publish date. Customers in these excluded regions should contact their authorized Trend Micro technical support representative for additional assistance.