Trend Micro Select Support EMEA
Trend Micro Select Support offers small and midsize customers the option to obtain enhanced levels of support from Trend Micro.
Customers save time by talking directly to technical level 2 experts, opening cases by phone and get instant replies on chat or during remote access sessions. With Select+ this support could be delivered 24x7.
Service Overview
Trend Micro understands that the ever increasing complexities of the threat landscape today, can lead organisations to question whether their security solution is working to its optimum performance.
Trend Micro Select Support has been designed to give organisations peace of mind. We understand that at times you need an expert on-hand to ensure stability and performance of systems and assist with troubleshooting should technical issues arise.
With two levels of support services available, Trend Micro can deliver the level and types of support to suit your particular business needs.
Select and Select+ provide you with direct access to Trend Micro specialists. Our team of experts have a wealth of knowledge and experience, ensuring that any issues are resolved quickly and efficiently. Direct contact can be made by telephone, instant chat or email, making it easy and convenient for you to get a prompt response. For more complex technical issues, we can access your system working closely with you and our development teams to ensure the least possible disruption to your business. Additionally a team of Customer Care Specialists are at your disposal to manage any hot issues escalated to your complete satisfaction. These services are provided in local language for many European countries during local business hours. The Trend Micro Select+ offering extends this service to 24x7x365.
As well as helping you to fine tune your installation, we will also provide you with regular product and threat updates; helping you to remain safe from the latest emerging threats and up to date with the latest product patches and new features.
Taking a Trend Micro Select Support package will ensure that you get maximum value from your investment in your Trend Micro security solutions.
Service Details
| Support level | Select | Select+ |
| Free phone number | • | • |
| Speed of answer | 30 sec | 30 sec |
| Access hours | 08:00 - 16:30 GMT | 24x7 |
| Online case submission response | 4 working hours | 4 hours straight |
| Level 2 engineer expertise | • | • |
| Chat | • | • |
| Remote access | • | • |
| Malware support mail and phone | • | • |
| Customer care direct access | • | • |
| Case history access | • | • |
| Proactive alerts | • | • |
All services are available in English, French, German, Italian and Spanish language. 24x7 support available in English only, outside of regular business hours.
Direct Vendor Access
Get fast and efficient help for Trend Micro solutions or malware related question.
Phone/Chat
With our live chat feature, you can get instant responses to your questions.
Remote Access
By remotely accessing your network, our Trend Micro service engineers can offer diagnostic and troubleshooting services, resolving any issues without time consuming onsite visits.
24x7
Round the clock support to ensure maximum uptime for your organisation*.
Proactive Alerts
Get the latest product or malware related news.
Product Independent
Trend Micro Select Support is available across the Trend Micro solution portfolio (excluding Deep Security and Consumer software).
Customer Care
A team of Customer Care Specialists are at your disposal to manage any hot issues escalated to your complete satisfaction.
*24/7 support is part of our Select+ offering.