About Support

Trend Micro Technical Support is available from Monday to Friday, 8:00 AM – 5:00 PM (GMT).

Support is offered in English, German, French, Italian, Spanish, Turkish and Russian.

Trend Micro occasionally upgrades products and discontinues support for older versions of products. To know if the product you are using is still supported by Trend Micro Support, you may visit the Supported Versions page.

Trend Micro actively supports versions of its software products for [18 months] from their release. Active support includes responding to telephone, email or web inquiries about the operation or use of the software, and providing on-going development support in the form of workarounds, patches or fixes for resolving known and emerging product issues.

Foundation Support comes with your product purchase. Fully licensed subscribers* can access our Online Self-Service Portal for commonly submitted issues with helpful troubleshooting guides on how to use our software, and to find verified solutions. Trend Micro provides customer service and technical support by phone or email to fully licensed subscribers to get their product up and running. Assistance with product issues you encounter during installation and setup is available during regular business hours.

*Fully licensed subscribers are users who own valid licenses of supported Trend Micro Small Business products that have not expired.

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 the stability and performance of your systems and assistance with troubleshooting should technical issues arise.

With two levels of support services available, Trend Micro can deliver the depth and quality 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 languages 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.

Availability:

Trend Micro Select Support is available across the Trend Micro solution portfolio (excluding Deep Security and Consumer software).

Trend Micro Select Support is available Monday to Friday (08:00 GMT to 16:30 GMT) in English, French, German, Italian & Spanish language.

24x7 support available in English only, outside of regular business hours.

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Engineering Support

Trend Micro provides engineering support (bug fixes, modifications and enhancements) for the most recently released version of each Core Technology Engine only. Engineering support ends once a new version of an engine is released to all affected active update servers. Therefore, customers must install the most current version of each Core Technology Engine in order to receive bug fixes or engine modifications that protect them from the latest security threats. Core Technology engine includes and is not limited to the following engines: Virus and Spyware Scan Engine, Damage Cleanup Engine, AntiSpam Engine, Behavior Monitoring Engine, Firewall Engine, AntiRootkit engine, ActiveUpdate engine, which can be updated by an active update mechanism. End of Support and corresponding product patch release schedule for Non-Activeupdatable Core Technology engines will be announced accordingly.

Pattern File Support

Trend Micro will continue to release pattern files that operate with a Core Technology Engine for six (6) months after a new Engine has been released on all platforms. For example, pattern file support for Scan Engine 6.9 ended in October 2004 since Scan Engine 7.0 was available on all platforms in April 2004. Trend Micro does not warrant that new pattern files will operate effectively on older Core Technology engines once the more recent version has been released on all platforms for at least six (6) months.

Trend Micro will discontinue its support for versions of applications or operating system platforms running with Trend Micro products when support for those underlying versions of the applications or operating systems is ended by their suppliers. A list of suppliers and examples of upcoming end of support information follows:

IBM Lotus Domino: IBM has announced that it will withdraw support for IBM Lotus Domino 6.0.x releases on April 30, 2007. Accordingly, Trend Micro will stop support for IBM Lotus Domino 6.0.x as it relates to Trend Micro products on the same date. Information on the IBM Software Support Lifecycle can be found on the IBM web site: www.ibm.com/us

Microsoft: Microsoft will end extended support for Microsoft Windows 2000 Server releases on July 13, 2010. On the same date, Trend Micro will withdraw support for Microsoft Windows 2000 Server as a platform for Trend Micro products. Information on the Microsoft Lifecycle End-of-Support can be found at http://support.microsoft.com/gp/lifeselect

Red Hat: Maintenance support for the Red Hat Enterprise Linux Version 2.1 release will end on May 31, 2009. Similarly, Trend Micro will stop supporting Red Hat Enterprise Linux Version 2.1 as a platform for Trend Micro products. Information on the Red Hat Enterprise Linux Errata Support Policy can be found at www.redhat.com/security/updates/errata/

Novell: Trend Micro will stop supporting Trend Micro products running on Novell SUSE Linux Enterprise Server operating system releases when Novell withdraws them from General Support or Extended support whichever is later. Accordingly, since Novell has announced that it will withdraw General Support for Novell SUSE Linux Enterprise Server 8 release (Extended Support is not offered for this release) on November 30, 2007, Trend Micro will also stop supporting Trend Micro products running on that platform on the same date. Information on the Novell Product Support Lifecycle can be found at the Novell Support site.

Sun Microsystems: Sun will withdraw support for the Sun Solaris 7 release on August 15, 2008. Therefore, Trend Micro will also end support for Trend Micro products running on Sun Solaris 7 on August 15, 2008. Information on the Sun Operating System – Releases End-of-Support can be found at www.sun.com/software/solaris/releases.xml

IBM: IBM will end support for the IBM z/OS V1.4 release on March 31, 2007. Support for Trend Micro products running on the IBM Lotus z/OS V1.4 platform will also end on the same date. Additional support information for other IBM operating system releases supported by Trend Micro products can be found on the IBM Software Support Lifecycle page at the IBM web site.

See the list of supported products.

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Trend Micro has announced lifecycle milestones for the products listed below. Migration options are indicated and are updated periodically.

In advance of public announcements, Trend Micro will provide an End-of-Sale Announcement to direct partners per agreements.

The End-of-Life date will generally occur three (3) years after the End-of-Sale date.

Before the End-of-Life date, Trend Micro may provide maintenance releases, software patches, or hot fixes, at its discretion, to products that have been announced as EOL.

Software maintenance support contract renewals and Hardware Warranty Extensions may continue to be available until one (1) year before the End-of-Life date.

Renewable security subscriptions will generally be available for purchase from reseller partners until one (1) year before the End-of-Life date.

For hardware-based products, the Return Materials Authorization (RMA) process will continue until the End-of-Life date if the product is covered by a Hardware Warranty.

If you have questions regarding the Trend Micro End-of-Life Policy and product migration, please contact Technical Support.

*Note: Select regions may have varying milestone dates.