trend micro™ emea technical support guide – uk and...

1 / 9Trend Micro™ EMEA Technical Support Guide – UK and Ireland

Trend Micro™ EMEA Technical Support Guide – UK and Ireland

1.0 IntroductionThis guide is designed to give all Partners – Platinum, Gold, Silver, Bronze and Value Added Distributors (VAD’S) an overview of the services and processes offered across EMEA for Technical Support. Different levels of support are offered dependent on partnership status and will be clearly outlined throughout the guide, i.e. Direct Level 2 Support is available ONLY for Platinum, Gold Partners and VAD’s. For any questions or for further information, please refer to our Partner Portal site or contact your Account Manager or Distributor.

The support offering at Trend Micro covers both online and telephone support. Whilst both formats are available to end-users we do encourage partners to refer to our online support section of the Partner Portal as a first port of call. As outlined in this document, our online offering provides a wealth of information in order to help you remedy your issue.

Whilst we welcome your calls, as a best practice we would like to suggest the following steps before logging a support call:• Check that the latest build (patch or service pack) is installed• Backup before you perform any change• Read the ‘readme’ file carefully before installing or upgrading the product• Refer to the Knowledge Base on the Partner Portal site to check for any online fix

If your issue requires telephone support, please refer to the Level 1 or Level 2 Support areas of the website (dependent on tier status) where you will find your local support number.

2.0 Partner Certification and SpecialisationsThe level of support to which you are entitled is dependent on your Trend Micro partnership tier – Platinum, Gold, Silver and Bronze. Each tier level requires a certain level of technical certification. The requirements for the certifications can be found below.

Figure 2.1 below gives a high level view of the required technical certifications/courses needed by an organisation to reach a certain status. Figure 2.2 shows a breakdown of the Specialisations by category. All Trend Micro Partners have access to the Trend Micro Training Site (LMS Learning Managment System) where they can view certifications already achieved or upcoming courses for which they are eligible.

http://partnerprogramme.trendmicro.euhttps://partnerprogramme.trendmicro.eu/et.cfm?eid=3451


2 x TFC 2 x TCSP

2 x TFC 4 x TCSP

Plus achieve at least 1 x Specialisation

2 x TFC 8 x TCSP

Plus achieve at least 2 x Specialisations

Fig 2.1 Partnership Tier Base Requirements

TFC = Trend Micro Foundation Course TCSP = Trend Micro Certified Security Professional

Fig 2.2 Partner Specialisation Requirements

*Recommended that training and base certification achieved on all products aligned to a Specialisation

TCSM - Trend Micro Certified Security Master, TCSP - Trend Micro Certified Security Professional

PlaTInum PaRTneRS SIlveR PaRTneRS

BRonze PaRTneRSGold PaRTneRS

2 x TCSM required in OCSE*

Specialisation Product Focus:

OCSE TMMS

2 x TCSM required but not across the

same product - there are 5 product

areas to choose from*


OCSE, TMS, IWSVA, IMSVA,

Scanmail

2 x TCSM required of which one TCSM

to be in Deep Security*


Deep Security Secure Cloud

2 x TCSM required but not across the

same product - there are 3 product

areas to choose from*


DLP or TMLP, OSCE Mobil Armour

2 x TCSP required across WFBS and Safesync (min of 1 x TCSP in each product area)


WFBS Safesync


3.0 Technical Support emeaThe following services are available to all partners and should be used as a first point for a technical solution.

3.1 download CentreWe recommend that customers run the latest version of our products. Our download centre contains the latest product versions, service packs and patches. You can also subscribe to RSS feeds to ensure to be kept up to date of new releases.

3.2 KnowledgebaseThe Trend Micro Knowledgebase is a comprehensive resource that allows partners to find solutions to any issues they may have before having to log a support ticket. Access the Knowledgebase here.

3.3 Product log ChecklistsIn the Technical Support section of the Partner Portal you will find log checklists for most products, these guides will assist you to capture all the necessary log files required for our engineers to start working on the issue as soon as its logged.

3.4 Case diagnostic Tool (CdT)In order to provide a certain level of information when raising a support call, the Case Diagnostic Tool should be run by the end-user or reseller. When running this tool while reproducing the issue, necessary log files are generated and should be sent when opening the case.

Download the CDT tool and a Start Guide here.

3.5 Case definition and Priority TableCase definition

Priority description average Response TimeBased on the 2011 initial response time for a qualified response

maximum Response Time

0 Large Customer with entire system at a complete standstill. Same problem at many customer sites

2 hours Same working day

1 Recurring Crash issues, same issues at many sites, business critical applications severely affected

4 hours Same working day

2 Sever Functionality and configuration Issues, Update Issues, Crash Issues and Hotfix requests

1 working day 2 working days

3 General Functionality Issues, Configuration Issues and Update Issues

1.4 working days 3 working days

4 General Questions 2 working days 3 working days

5 Feature Requests 2.5 working days 5 working days

- P1 Cases must be approved by the Technical Support manager, Customer Care or emea Technical director- P0 Cases can only be approved by the emea Technical director

http://downloadcenter.trendmicro.com/index.php?regs=EMEAhttp://esupport.trendmicro.comhttps://partnerprogramme.trendmicro.eu/et.cfm?eid=3611http://downloadcenter.trendmicro.com/index.php?regs=uk&clk=result_page&clkval=drop_list&catid=6&prodid=25


3.6 Trend micro Support StructureTrend Micro Support Access Offering – UK and Ireland

3.7 level 1 Support – Silver and Bronze Partners onlyAfter having submitted a support case through our online support offering, a support number can be found which will give you the option to speak to one of our technicians. Log a Level 1 support case here.

Level 1 Technical Support is available for Partners at the following times: Monday to Friday: 0800 – 1700 (GMT) Every day except December 25th/ 26th and January 1st

Level 1 Emergency out of hours support is available for Hosted Security Services such as Worry Free Business Security Services and Hosted Email Security in English only at the following phone number: +353 21 4710240

SMB Products - These include Worry-Free™ Business Security, Hosted Email Security and Interscan Virus Wall. A support case can be raised online or via telephone. Submit an online case here.

Enterprise Products - For products with 1000 seats or less please contact Trend Micro directly. For products with 1001+ seats please contact your Distributor directly or for further information, please refer to the Enterprise Support portal.

Home and Home Office Products - Get free support for Home and Home Office products.

Trend SMB Product Support – Unlimited Seats

Trend Enterprise Support – 1000 Seats or Less

Distributor Enterprise

Support – 1001+ Seats

Technically Certified Platinum, Gold and VAD’s Only

Telephone Support, Customer Care Escalation, POCM (Partner Online Case Management) Hotfix Access, eTec Newsletter

ONLINE SUPPORT – AVAILABLE TO ALL PARTNERS

Bronze Silver Gold Platinum VAD

Level1

Level2

http://esupport.trendmicro.com/srf/SRFMain.aspxhttp://esupport.trendmicro.com/srf/srfmain.aspxhttp://ent.trendmicro.euhttp://support.antivirus.co.uk


3.8 level 2 Support – available directly to Technically Certified Platinum and Gold Partners or vad’s only

Note: Level 2 Support will be provided only to those Gold tier partners who have met and completed the required technical specialisations and certifications (see Figs 2.1 and 2.2). For any queries, please contact your Distributor or Account Manager.

Level 2 Technical Support is available for Partners at the following times: Monday to Friday: 0800 – 1730 (GMT) Every day except December 25th/ 26th and January 1st

The Helpdesk is the first point of contact for partners and they are responsible for initial case logging and updates to existing cases.

Whilst we provide an in-depth online service for resolving support issues we do encourage our VADs, Platinum and Gold Partners to call if:• You would like to speak to the engineer working on your case• You are onsite and require urgent assistance• You have a quick question and need to speak to an engineer

Note: If the quick technical question requires more in-depth analysis then you will be required to submit a case with the relevant information.

There are two ways to submit a level 2 Support case:A) Online via Partner Online Case Management (POCM). Alternatively it can be accessed via the Partner Portal. Please contact the Helpdesk to activate your POCM account or to reset login details.

The advantages of POCM include:• Update and review existing cases, review your case history and receive instant case numbers for new cases• Increasing the priority of case or cases• VAD’s, Platinum and Gold Partners can upload up to 5MB of case data via the site. For greater upload, a designated

folder on our FTP site can be provided. Contact the helpdesk for access details

B) Email. If logging a case by email please ensure to collect all the product logs via CDT or as recommended in our checklists in the Partner Portal and submit these along with a detailed description of the issue.

To contact Level 2 support and the Helpdesk please see the Partner Portal for full contact details.

https://partnersupport.trendmicro.com/eu/http://partnerprogramme.trendmicro.eu/http://partnerprogramme.trendmicro.eu/et.cfm?eid=3464


3.9 other level 2 BenefitsCustomer Care

Is available to all VAD’s, Platinum and Gold partners and can be used when additional escalation assistance is required for critical issues. Customer Care helps to drive satisfaction when expectations are not being met and helps bring service issues to Support Management’s attention. Customer Care may be used when:• An issue has been logged with support and a service request number has been issued• The issue creates a critical risk to the customer’s business operations or causes a great impact on the production

environment• The response times of support have not met the end-user’s expectations

Customer Care is available Monday to Friday – 0800 to 1700 (GMT) (except December 25th/26th and January 1st)

Please see the Customer Care section of the Partner Portal for contact details for the team.

Hotfixes

Whilst Hotfixes and patches are distributed to all Partners as and when is necessary, Level 2 Support Partners have access to Hotfixes which are developed as workarounds or solutions to customer-reported problems. Whilst these Hotfixes have received limited testing and have not been certified as official product updates they provide an extra service to overcome technical issues that may arise. A list new Hotfixes are published in the weekly eTec newsletter. View the latest Hotfixes here.

e-Tec newsletter

The eTec newsletter is a subscription only weekly communication sent out every Tuesday. The purpose of the newsletter is to inform partners of new solutions and HotFixes, Patches and Service Packs, Advisories for Hot Topics, the EMEA training schedule, current product news and End of Support news in the forthcoming 3/6 months. VAD, Platinum and Gold technical contacts are automatically subscribed once registered to log technical cases with Level 2. You will find previous editions stored in the Partner Portal.

4.0 other Technical Services – available to all PaRTneRS

The following services are available for all Trend Micro Partners.

4.1 Presales SupportTrend Micro is now offering centralised support for Pre-Sales technical queries. This service is open to everyone. To make use of this new service, please fill out the form online.

If you would like to speak to someone directly, please call one of the following numbers: English language: +44 (0)1628 400 545

4.2 eRS email Reputation ServicesIn order to request Removal of IP Addresses from the ERS Databases, the person that owns the IP address needs to contact the investigator group directly.

Further information on the Nominations, Removal and Lookup Tool links can also be found here.

http://partnerprogramme.trendmicro.eu/et.cfm?eid=3471http://partnerprogramme.trendmicro.eu/et.cfm?eid=3467http://www.trendmicro.co.uk/support/technical-advice/index.htmlhttp://www.mail-abuse.com/


4.3 anti-Threat SupportSupport is provided in English via email during office hours only Monday to Friday, 0800-1730 (GMT)

In order to escalate your malware/threat concerns, send an email to: [email protected]

Information on Virus and Threat Removal.

4.4 anti Threat Toolkit (aTTK) and ToolsBy accessing http://spnsupport.trendmicro.com/ you will find the tools that will enable you to gather information around malware-related files or suspicious behaviour you cannot identify. If you cannot investigate or clean these files, you forward the issue and log files to one of our experts at the above email address.

More information around ATTK can be found here.

A set of tools are also available to help you clean an infected system:

ATTK

SysCleaner

Rootkit Buster

HouseCall

4.5 damage Cleanup ServicesIf your request is related to an automatic cleanup solution, please provide the log file generated by the Trend Micro ATTK (Anti Threat Toolkit) and a zipped sample of the infected file. We will then be able to develop a solution matching a specific environment.

4.6 Submitting Spam and Phishing messages

To escalate a query relating to a Spam message please contact the following:

Undetected Spam

Falsely detected Spam

If related to phishing

Additional information is available here.

NOTE: Spam and Phishing escalations are fully automated. To generate a response, please log a case with Channel Support as per normal procedure.

For both cases, the escalation should contain a copy of the email (.msg or.eml) zipped and password protected with novirus or virus as a password.

http://esupport.trendmicro.com/en-us/business/pages/virus-and-threat-removal.aspxhttp://esupport.trendmicro.com/en-us/business/pages/virus-and-threat-removal.aspxhttp://esupport.trendmicro.com/solution/en-us/1059565.aspxhttp://spnsupport.trendmicro.com/http://downloadcenter.trendmicro.com/index.php?regs=UK&clk=latest&clkval=353&lang_loc=6http://downloadcenter.trendmicro.com/index.php?regs=UK&clk=latest&clkval=355&lang_loc=6http://housecall.trendmicro.com/uk/mailto:spam%40support.trendmicro.com?subject=mailto:false%40support.trendmicro.com?subject=mailto:antifraud%40support.trendmicro.com?subject=http://esupport.trendmicro.com/Pages/Submitting-spam-samples-to-Trend-Micro.aspx


4.7 malware BlogYou can find all the latest updates on the Threat Landscape on our Malware Blog.

4.8 end of SupportYou can find the latest Product Lifecycle details here.

4.9 Paid For SupportPremium Support services are available for partners to sell to End-Users/Customers. This will enable them to have a direct-to-vendor support relationship. There are two variations of this ‘paid support’:

Select/Select+ Support – a fee based offering allowing end-users to have access to direct Level 2 support via phone, chat and online submission. Find out more about these offerings here.

Trend Micro Premium Support – is an Enterprise class support direct from Trend Micro available to sell on as a Premium service for End Users/customers. They will receive a direct Technical Account Manager (TAM) access, proactive threat notifications, enhanced online resources, and other flexible options tailored to their needs. Find out more here.

4.10 Software RegistrationTrend Micro’s Online Registration system allows you to register new products and manage your licences and renewals via the Partner Portal.

CaSe 1 Registrations for Software – Registration Key (RK) only on the Certificate

CaSe 2 Renewal for Software – Registration Key 1 and activation Code 2 (aC) present in licence

1st time users create a new OLR Account

Existing users logon to their OLR account

Enter 14 Digit Registration

Key (RK) on the OLR

System

Follow the steps to

receive an Activation

code

Enter Activation

Code in the web

console of the product

‘Click’ Check Status Online

Your 27 digit AC code has been renewed for the period purchased

Ensure the new AC details are reflected in the web console of the product

If not click ‘Check Status Online’ or ‘Update License’

on the product console

http://blog.trendmicro.comhttps://partnerprogramme.trendmicro.eu/et.cfm?eid=3469http://www.trendmicro.co.uk/products/select-support/index.htmlhttp://www.trendmicro.co.uk/enterprise/consulting-support-services/https://olr.trendmicro.com


CaSe 3 For Hosted Products – only the Registration Key on the Certificate

NOTE: If you are upgrading from a trial version to a full version, enter the new Registration Key (RK) on the Online Registration System (OLR) using your trial details. DO NOT create a new account.

CaSe 4 For Renewal of Hosted Products – Registration Key 1 and activation code 2 present in licence

additional information

Offline Keys:

If Trend Micro products are not directly connected to the internet, offline keys can be requested during the renewal ordering process via Distribution and the Trend Micro Order Management team.

Merge Licences:

To merge several licences together please contact Distribution or the Trend Micro Order Management team.

Product Upgrade:

All Trend Micro upgrades are free for valid licence holders and you should have the latest version installed. Upgrade here.

For any other issues encountered during product registration you can contact support.

1st time users create a new OLR Account

Enter 18 Digit Registration

Key (RK) on the OLR

System

Follow the steps to request

your service login details

Welcome email with

login details received

Log on to your hosted service

Your 27 digit code has been renewed for the period purchased. This will automatically be reflected in your

service console and OLR account

© 2012 Trend Micro Limited.

http://downloadcenter.trendmicro.com/index.php?regs=EMEA

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