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Listed below are the frequently asked questions or FAQs about purchasing and using Premium Services for Trend Micro Home and Home Office products:
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Purchasing a Premium Service
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1.
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What are the different Premium Services available to home users?
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2.
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How can I purchase a Premium Service?
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3.
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How much does each Premium Service cost?
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4.
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How can I tell which Premium Service fits my needs?
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5.
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What should I do if I have purchased the wrong Premium Service?
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Using Premium Services
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1.
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How do I use the Premium Service I have purchased?
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2.
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What issues are covered by the different Premium Services?
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3.
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Do I need to activate or register my Premium Service?
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4.
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Can I transfer my Premium Service to another user?
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5.
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Where can I find my service code or serial number?
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Note: If you do not find your issue in the questions listed above, you can refer to the Related Information section or search our Knowledge Base for other solutions.
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What are the different Premium Services available to home users?
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Please see below for a list of the different Premium Services you can purchase and their descriptions:
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Service
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Description
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Standard Service Plan
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The Standard Service Plan gives you complete peace of mind with 24/7 emergency access to a Trend Micro support specialist.
With this service, you get quicker diagnosis and problem resolution through remote support and automatic priority access. You are also given one instance each of Trend Micro’s Virus Removal Service and Security Health Check.
The Standard Service Plan is only available with a Trend Micro Internet Security Pro purchase.
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Virus Removal
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This service offers you assistance with the diagnosis and removal of viruses and spyware by qualified support specialists.
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Premium Installation
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Avail of this service to get help from Trend Micro support specialists with getting your Trend Micro Home and Home Office product up and running through remote control access. Our specialists will not only assist you with installing your product, but activating it as well.
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Security Health Check
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Purchase this service to have our support specialists check your system for exposure to all types of threats and apply the right security settings to protect you from future infections. This will streamline your Home and Home Office product to your needs and lifestyle.
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Wireless Setup and Security
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With this service, a certified expert will be on standby to help you install, setup, troubleshoot, and secure your wireless network. Our experts are ready to help you with any or all of the following:
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Determining your wireless network needs
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Installing and setting up your wireless network
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Diagnosing network issues
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Troubleshooting and securing your wireless network
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PC Tune-Up
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Buy the PC Tune-Up service to get help with improving your computer’s performance. This service includes:
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Diagnosis and troubleshooting of PC issues
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Cleanup of your temporary files and registry
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Review of applications that may slow down your PC
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Installation of Windows Updates
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Disk defragmentation
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File Recovery
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Get help with recovering important personal files that may have been lost. This service includes the identification and recovery of any restorable files and recommendations on how you can keep important data safe.
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Note: All services except the Standard Service Plan are sold per incident.
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How can I purchase a Premium Service?
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You can buy the Standard Service Plan when you buy a new subscription for Trend Micro Internet Security Pro or renew an old one. You can buy a new subscription for Trend Micro Internet Security Pro with the Standard Service Plan through our online store.
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To purchase a Premium Service, please follow the steps below:
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Visit either of the following sites, depending on the product you wish to buy:
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Go to the Premium Services Support Portal to buy:
- Standard Service Plan
- Virus Removal
- Premium Installation
- Security Health Check
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Go to the Trend Micro Support Space Page to buy:
- Wireless Setup and Security
- PC Tune-Up
- File Recovery Service
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Select the service you want to buy then click on the corresponding Buy Now button.
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Prepare your credit card details and provide these when prompted on the shopping cart.
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When you receive the Order Confirmation email after purchasing your product, make sure you keep this for future reference.
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How much does each Premium Service cost?
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See the table below for a list of prices for each Premium Service:
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Service
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Price
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Standard Service Plan
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$29.95
+ Trend Micro software subscription price
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Virus Removal
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$64.95*
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Premium Installation
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$39.95*
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Security Health Check
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$64.95*
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Wireless Setup and Security
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$59.99*
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PC Tune-Up
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$39.99*
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File Recovery
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$69.99*
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* Rates are per incident.
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How can I tell which Premium Service fits my needs?
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Three per-incident Premium Services are currently available—Virus Removal, Premium Installation, and Security Health Check. Please refer to the information below to determine which service is right for you:
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Choose . . .
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If you want . . .
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Standard Service Plan
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The best service value when buying or renewing a Trend Micro Internet Security Pro subscription, including:
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24/7 priority access to Trend Micro support
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one (1) Virus and Spyware Removal service incident
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one (1) Security Health Check service incident
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Virus Removal
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Help with finding threats on your computer and removing any infections by malicious software.
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Premium Installation
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Step-by-step assistance with installing Trend Micro Home and Home Office products, activating your subscription, and running the initial update and scan to get your software up and running.
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Security Health Check
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Our experts to verify your computer’s security against potential threats as well as apply the right settings to maximize your PC security.
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Wireless Setup and Security
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Help with configuring your wireless access as well as any issues or concerns related to your wireless network.
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PC Tune-Up
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Improved computer performance or assistance with issues you are encountering.
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File Recovery
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Help with recovering important files that have been lost on your system.
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Note: All per-incident Premium Services require a high-speed Internet connection to allow Trend Micro experts to connect to your computer remotely in order to guide you through and assist you with the process.
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What should I do if I have purchased the wrong Premium Service?
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If you purchased the wrong Premium Service, you have thirty (30) days to refund the incorrect purchase. You should make a new purchase of the service that you need.
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To process your refund, go to our online refund page.
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Once you have refunded the purchase, you can buy the correct service online.
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How do I use the Premium Service I have purchased?
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After purchasing your Premium Service, make sure you have the following:
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Service Code/Serial Number: This information is included in your Order Confirmation email you will have received after completing your purchase.
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Internet Connection: It is preferable for you to have a stable and high-speed Internet connection so Trend Micro experts can connect to your computer for faster diagnosis.
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Call our Premium Support Hotline at 1-877-ASK-TM-11. Our Premium Service Team is ready to assist you 24 hours a day, 7 days a week.
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What issues are covered by the different Premium Services?
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Service
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Covers all issues related to . . .
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Standard Service Plan
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Any concerns encountered after the product is up and running (does not include installation and registration)
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Virus Removal
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Virus detection and removal (does not include false alarms)
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Premium Installation
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Getting your product “up and running”: installing your product, activating your license, and performing the initial update and scan.
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Security Health Check
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Configuring your Trend Micro product to maximize the effectiveness of its features and fit the software to your lifestyle
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Wireless Setup and Security
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Setting up, troubleshooting, and resolving issues with your wireless network.
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PC Tune-Up
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Diagnosing and troubleshooting problems with your computer and optimizing your PC’s performance
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File Recovery
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Recovering files that have been lost on your computer
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Do I need to activate or register my Premium Service?
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You do not need to activate or register the Premium Service you have purchased. The service is activated at the time of purchase.
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Can I transfer my Premium Service to another user?
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You can transfer per-incident services to other users, but not subscription-based services.
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Ownership of a subscription-based Standard Service Plan cannot be transferred to another user or friend because this is tied to your product’s serial number.
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Since per-incident services are not associated with product serial numbers, you can transfer ownership of these to other users of Trend Micro Home and Home Office products.
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All users who contact the Premium Service support line will need to provide a valid service code. Keep your service code or serial number in a safe place. Users may need to go through a verification process to ensure their eligibility for this service.
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Only users registered under the serial number or service code can use any of the services included in the Standard Service Plan.
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Where can I find my service code or serial number?
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If you are on a Standard Service Plan, your product’s serial number will be used as the service serial number. For instructions on where to find your serial number, refer to solution EN-126655 from our Knowledge Base.
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If you bought any of the per-incident services, you can find your service serial number on the Order Confirmation Email that was sent to you after the purchase was successfully completed.
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Related Information:
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·
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What services are included in the Standard Service Plan?
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What is a service incident?
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What is included in the Premium Service I have purchased?
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What does the expiration date for my Premium Service represent?
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