SMB Premium Support Program

Trend Micro™ SMB Premium Support Program

The Trend Micro™ SMB Premium Support Program combines round-the-clock priority response to service requests with proactive notification of new virus threats and ready access to information on combating the latest virus threats.

Three support levels are offered:

1. 24x7 SMB Live Support:
   The 24 x 7 SMB LIVE SUPPORT is an annual service and support program specially designed for growing businesses of under 1000 users. Clients using any Trend Micro product for under 1000 users enjoy access to an experienced Trend Micro Technical Specialist 24 hours a day, 7 days a week, 365 days a year.
   Trend Micro 24 x 7 SMB LIVE SUPPORT is a program designed to specifically meet the needs of our small and medium size business customers through enhanced service offering at minimized costs. So, if you are a customer of an SMB purpose built product such as Client/Server Suite for SMB, Client/Server/Messaging Suite for SMB, InterScan VirusWall for SMB, or NeatSuite for SMB or any other Trend Micro product license under 1000 users, 24 x 7 SMB LIVE SUPPORT is a cost-effective, reliable complement.
2. Priority Support:
   24x7 online technical support with priority handling from the Technical Account Manager team, to complement standard, business hours telephone technical support.
3. Priority Advantage:
   Customers receive 24x7 telephone and online support with priority handling from a team of Technical Account Managers (TAMs) who are Trend Micro product support experts – the same level of resource that provides support to our largest enterprise customers. Customers receive ten requests per year when accessing telephone support from the TAM team, with more requests available in blocks of five. This limit does not apply when submitting requests online to the TAM team, or when accessing standard corporate support by telephone (which customers retain the option to do.)