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Overview of Support Services for Home Users
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Trend Micro Support for Home Users is committed to help our customers maximize business benefits of their Trend Micro Home User products and provide quality customer care. We take the job of serving as our customer’s security partner very seriously.
Trend Micro Support for Home Users defines "Customer Support" as providing assistance to Trend Micro Home User product users on specific product-related problems such as online purchases, installation, product activation, product updates and product performance. To know if the product you are using is still supported by Trend Micro Support, click here.
We have taken the time to understand our customer’s service needs and have made available support services that address the most important service requirements of our customers, to find solutions to their issues and answers to their questions quickly in the most convenient manner.
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Online Self-Service Available to All Users
Use our Online Self-Service for quick answers to your questions. Our Online Self-Service Portal contains links to solutions for common problems, list of our hot topics, complete copies of our product manuals, step-by-step video guides, download links and troubleshooting guides.
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| Video guide that illustrates the steps you need to take to complete your software installation. Just follow the steps shown in the video at your own pace. It is easy to return to a previous step or move forward to the next step. |
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| Guides customers to the most appropriate set of solutions through a simple selection of situations that best describes the customer’s problem. |
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| Search for solutions and answers by using keywords such as problem description or error message. |
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| Access to software installer files and software updates that customers can download and run. Support tools are also available for downloads. |
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| Product manuals are available to customers in Portable Document Format (PDF) and text format. The Getting Started Guide contains the step by step instructions on how to install and configure your Trend Micro software. It also includes basic troubleshooting steps and answers to frequently-asked questions to help customers resolve issues on installation, activation, main console access and updates. Known product issues, information on new product features and minimum system requirements are available in the ReadMe file. |
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| Known errors are documented in the product. For new errors, fixes in the form of executable patches are searchable in the Online Knowledge Base. Bug fixes are not available for products that have reached its end of life date, which is usually 2 years from the product release date. |
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Trend Micro Support for Trial Users
We offer E-mail and Chat support to Trial users covering inquiries on product features, installation and configuration. You may also get tips and suggestions real time with the use of our video training manuals and troubleshooting guides that are available in our Online Self-Service Portal as these will cover most, if not all, of your questions.
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Trend Micro Basic Support for Active Subscribers
Fully licensed subscribers can access our Online Self-Service Portal for answers to frequently-asked questions and helpful guides on how to use our software. Trend Micro provides customer service and technical support to fully licensed subscribers through email, chat and phone to get your product up and running.
Our customer service team will help you resolve your issues with your purchases and orders, while our technical support team will respond to your questions on software installation and product activation. Other problems that may have been caused by product bugs will also be supported. You may use our Online Self-Service to find answers to questions on topics that are considered outside of Trend Micro Basic Support.
Fully licensed subscribers are users who own valid licenses of supported Trend Micro Home User products that have not expired.
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Trend Micro Premium Services
* Only Available in North America
The following Trend Micro Premium Services for Home Users, which are subject to change from time to time at the sole discretion of Trend Micro, are available only to fully licensed subscribers in North America upon payment of the applicable fees:
- Annual Subscription Services: Standard Service Plan – Annual subscription service that includes access to telephone technical support on a 24X7 basis relating to product-related questions on topics that are outside of Trend Micro Basic Support. This plan also includes: (a) one virus removal service, and (b) one security health check service per annual service term.
- One-Time Services:
- Premium Installation Services – Installation of certain Trend Micro Home User products via a remote management tool. This service will also include a brief summary on usage of Trend Micro security software.
- Virus and Spyware Removal Services – Assistance with the removal of a virus from a customer’s personal computer via online remote control access.
- Security Health Check Services – Verification of a customer’s personal computer internet security and other software settings, including checking anti-spyware or anti-virus definitions and software, clearing out temporary and startup files, configuring Windows updates, and configuring Your Trend Micro Internet Security settings.
Trend Micro shall provide the applicable Premium Services over the telephone and by email, as necessary, for follow-up and advice. The service may entail the use of a remote assistance tool to enable Trend Micro to remotely access and take control of your personal computer for more effective diagnosis and resolution.
Read our Premium Service Terms and Conditions for more information.
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Trend Micro Support for Free Tools
Trend Micro free tools are supported through knowledge base solution articles only. Customers may also send feedback for suggested improvements and concerns, but due to the volume of requests and nature of the free tools, we cannot guarantee a response to these requests.
The free tools include:
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Housecall is a web-based tool designed to scan your PC for a wide range of Internet security threats including viruses, worms, Trojans, and spyware. It also detects system vulnerabilities and provides a link so you can easily download missing security patches. After each scan, HouseCall delivers a detailed report, which identifies security threats detected on your computer.
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Transaction Guard protects you against spyware while performing sensitive online tasks on a public computer, like Internet banking or other financial transactions. Transaction Guard has two components:
- Spyware Monitor - Monitors for spyware and notifies you of any intrusions.
- Password ClipBoard - An on-screen keyboard for securely entering user names and passwords.
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HijackThis™ is a free utility which quickly scans your Windows computer to find settings that may have been changed by spyware, malware or other unwanted programs. HijackThis creates a report, or log file, with the results of the scan. |
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Trend Micro OS Protection is a security enhancement package for Windows Vista™ users running Trend Micro Internet Security (PC-cillin™). This package provides two enhancements:
- Firewall Booster
- Pre-Startup Scan
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TrendProtect is a free browser plug-in that helps you avoid Web pages with unwanted content and hidden threats. TrendProtect rates the current page and pages listed in Google, MSN, and Yahoo search results. You can use the rating to decide if you want to visit or avoid a given Web page. To rate Web pages, TrendProtect refers to an extensive database that covers the following information for billions of Web pages:
- Content category
- Phishing scam detection
- Site reputation
- Page reputation
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Trend Micro eMail ID is a browser plug-in that helps you identify legitimate email messages in your inbox. It uses a two-step check to verify the authenticity of messages from hundreds of major companies, and then displays the result in the "from" area so that you'll know what's real. This helps you avoid opening and acting on phishing messages attempting to spoof real companies.
Trend Micro’s latest tools can be found at http://www.trendsecure.com/ |
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Trend Micro Home User Products
The table below lists the products that we will continue to support until their End-of-Support dates. To check the version of the product you are using, you can go to the Product Information link in the Help & Support section of your product.
* These products have reached their End of Life / End of Support. We strongly recommend that customers upgrade their software to the latest version by clicking on the Product Name above. To know more about Trend Micro Consumer Product Lifecycle Policy, please click here.
After a product has reached its End of Support date, technical support requests can no longer be accepted for these products. However, Trend Micro will assist customers with a valid license on upgrading to the latest supported version of the software for the latest up-to-date protection.
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