Frequently Asked Questions (FAQ) about Premium Service
- Solution ID:1104547
- Last Updated:Sep. 26, 2018 5:18 AM (PST)
- Applies to:Antivirus+ Security - 2016;2017;2018;2019;Internet Security - 2016;Internet Security - 2017;Internet Security - 2018;Internet Security - 2019;Maximum Security - 2016;Maximum Security - 2017;Maximum Security - 2018;Maximum Security - 2019;Premium Security - 2016;Premium Security - 2017;Premium Security - 2018;Premium Security - 2019;
- FAQ | Premium Service | Trend Micro Security
This article answers the Frequently Asked Questions about the Premium Services offered.
It is a service that includes unlimited access to phone technical support on a 24X7 basis relating to the usage of Trend Micro consumer products. It offers a quicker diagnosis and problem resolution through remote desktop support.
Below are the Services included in the Premium Service Plan:
- Virus and Spyware Removal Service - Trend Micro experts will remotely access your PC to diagnose and remove all known viruses and spyware from your system.
- Security Health Check Service - Trend Micro experts will remotely access your computer to review your system settings, then apply the best settings to ensure robust security against all types of potential threats.
Below are other services that are offered:
- Premium Installation Service - Trend Micro experts will remotely install your copy of Trend Micro Security software, then apply the best settings to ensure robust security.
- PC Tune-Up Service - Trend Micro experts will remotely scan and diagnose PC slow-downs, to restore your old PC to like-new speed.
The offered Premium Services are exclusive to Trend Micro Security software users. Before you can purchase any Premium Service, you must have an existing Trend Micro subscription.
This is a service exclusive to customers from USA and Canada. It includes all of the benefits of the Premium Service Plan – plus the support you need to keep your PC, devices, and home network running smoothly. Below are the additional coverage by the Premium plus Service Plan:
- Security Services:
- Premium installation service for the computer
- Virus and spyware removal service (unlimited)*
- PC security health check service (unlimited)*
- Optimization of your Facebook privacy settings
- PC and Peripheral Performance Services
- Receive all-in-one, comprehensive, expert help with your computer, devices, and peripherals
- PC tune-ups (unlimited)* to optimize the speed and performance of your PC
- Set-up of printers, external hard drives, and other peripherals
- Configuration and upgrade support for Microsoft® Windows®
- Installation and updates for Microsoft Office
* "Unlimited" services are available for the Mac and PC only.
You can purchase the Premium Plus Service Plan at this product and services page: Premium Services for Home Users.
This service is available to customers from Australia and New Zealand only. The plan provides you with quick diagnosis, assistance and problem resolution through remote support and automatic priority access and the service plan includes:
- Assistance with installing, configuring and using any of your Trend Micro products on that computer.
- Unlimited virus removal cases
- Unlimited security health checks
- Tuning your PC to improve speed and performance.
- Setup of printers, external hard drives and other peripherals
- Upgrading and configuring Microsoft Windows
- Installing and updating Microsoft Office
- Checking your privacy settings on Facebook
Levels of Coverage
- The Premium Security plus includes all of the services above for all PC or Mac.
- The IT Helpdesk Bundle bundle includes all of the services above for all PCs, Macs and Android mobile devices covered by your Trend Micro Security license.
You can purchase the IT Helpdesk at this product and services page:
Need Additional Help?
Monday to Friday (5AM - 8PM PST)
Monday to Friday (7AM - 7PM Sydney Time)
Monday to Friday 8:00 – 17:30 GMT
Monday to Friday (8AM - 5PM Local Time)
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Monday to Friday (9AM – 9PM India Time)