Listed below are the frequently asked questions or FAQs about purchasing and using Premium Services for Trend Micro Home and Home Office products:
Purchasing a Premium Service
- What are the different Premium Services available to home users?
- How can I purchase a Premium Service?
- How much does each Premium Service cost?
- How can I tell which Premium Service fits my needs?
- What should I do if I have purchased the wrong Premium Service?
Using Premium Services
- How do I use the Premium Service I have purchased?
- What issues are covered by the different Premium Services?
- Do I need to activate or register my Premium Service?
- Can I transfer my Premium Service to another user?
- Where can I find my service code or serial number?
What are the different Premium Services available to home users?
There are two types of Premium Services: the premium service plan and the pay-per-incident or ala carte services. The availability of each type of service or sub-service depends on your region. Some services are available in the United States and Canada only, while others are also available in Australia and New Zealand.
For more details on each type of service, refer to the table below.
Premium Service Plan
| Service | Description |
|---|
| Premium Service Plan |
The Premium 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 Premium Service Plan can be purchased with a new subscription or subscription renewal of selected Home and Home User Products.
Note: Available in the United States, Canada, Australia and New Zealand.
|
Pay-Per-Incident or Ala Carte Services
(Can be purchased individually)
| Service | Description |
|---|
| Virus Removal |
This service offers you assistance with the diagnosis and removal of viruses and spyware by qualified support specialists.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Premium Installation |
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.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Security Health Check |
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 and resolve any performance issues you may be experiencing with your Trend Micro program.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Wireless Setup and Security |
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:
- Determining your wireless network needs
- Installing and setting up your wireless network
- Diagnosing network issues
- Troubleshooting and securing your wireless network.
Note: Only available in the United States and Canada.
|
| PC Tune-Up |
Buy the PC Tune-Up service to get help with improving your computer's performance. This service includes:
- Diagnosis and troubleshooting of PC issues
- Cleanup of your temporary files and registry
- Review of applications that may slow down your PC
- Installation of Windows Updates Disk defragmentation
Note: Only available in the United States and Canada.
|
| Data Backup Help |
This service offers you assistance in storing your important files for safekeeping using SafeSync. This good for only one computer.
Note: Only available in the United States and Canada.
|
| Data Recovery Service |
Purchasing this service will help you retrieve your important files from your SafeSync service. This is good for only one computer.
Note: Only available in the United States and Canada.
|
| Data Transfer Service |
Buy the Data Transfer Service for help in transferring your important files from one computer to another using SafeSync. This is good for only one computer.
Note: Only available in the United States and Canada.
|
| Additional Services |
Note: Only available in the United States and Canada.
|
How can I purchase a Premium Service?
If you are in North America and wish to buy the Premium Service Plan, you can do so when you buy a new subscription for Trend Micro Internet Security or Trend Micro Internet Security Pro or renew an old one.
You can buy a new subscription for Trend Micro Internet Security or Trend Micro Internet Security Pro with the Premium Service Plan through our
online store.To purchase a pay-per-incident or ala carte service, select the service you want to purchase under your region below:
Notes:
- These will direct you to the order page of the service you wish to purchase.
- To avail of Data Backup Help, Data Recovery Service, and Data Transfer Service, you need a valid Trend Micro SafeSync license.
For other services, follow the steps below:
- Go to your region's Premium Service page.
- Select the service you want to buy then click on the corresponding Buy Now button.
- Prepare your credit card details and provide these when prompted on the shopping cart.
- Keep the the Order Confirmation email your receive after purchasing your product for future reference.
- Refer to Question 1 under the Using Premium Services section of this page when you are ready to use the service you purchased.
How much does each Premium Service cost?
See the table below for a list of prices for each Premium Service:
Note: The prices listed below may change without prior notice.
| Service | Price |
|---|
Premium Service Plan
(For North America, Australia and New Zealand ) |
US $29.95
+ one-year Trend Micro license |
Virus Removal
(For North America, Australia, and New Zealand) |
US $79.95
AU $64.95
NZ $64.95 |
Premium Installation
(For North America, Australia, and New Zealand) |
US $49.95
AU $39.95
NZ $39.95 |
Security Health Check
(For North America, Australia, and New Zealand) |
US $64.95
AU $64.95
NZ $64.95 |
Wireless Setup and Security
(For North America Only) |
US $59.99 |
PC Tune-Up
(For North America Only) |
US $49.95 |
Data Backup Help
(For North America Only) |
US $49.95 |
Data Recovery Service
(For North America Only) |
US $49.95 |
Data Transfer Service
(For North America Only) |
US $59.95 (special priced bundle) |
Additional Services
(For North America Only) |
Refer to the Premium Services Portal. |
How can I tell which Premium Service fits my needs?
Please refer to the information below to determine which service is right for you:
| Chose... | If you want... |
|---|
| Premium Service Plan |
The best service value when buying or renewing the subscription of selected Home and Home User Products that includes:
- 24/7 priority access to Trend Micro support
- one (1) Virus and Spyware Removal service incident
- one (1) Security Health Check service incident
Note: Available in the United States, Canada, Australia, and New Zealand.
|
|
Virus Removal
(Per Incident)
|
Help with finding threats on your computer and removing any infections by malicious software.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Premium Installation (Per Incident) |
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.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
|
Security Health Check
(Per Incident)
|
Our experts verify your computer's security against potential threats as well as apply the right settings to maximize your PC security and resolve any performance issues experienced with your program.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
|
Wireless Setup and Security
(Per Incident)
|
Help with configuring your wireless access as well as any issues or concerns related to your wireless network.
Note: Only available in the United States and Canada
|
| PC Tune-Up (Per Incident) |
Improved computer performance or assistance with issues you are encountering.
Note: Only available in the United States and Canada.
|
| Data Backup Help |
Help with setting up SafeSync and learning more about its features and how best to take advantage of it. Ensure that you will not lose your files if you encounter a malware or performance issue that causes your computer to crash or become unstable. |
| Data Recovery Service |
Help in recovering your files in case your computer is reformatted, stolen or replaced with a new one. |
| Data Transfer Service |
Help in transfering your files from one computer to another. |
| Additional Services |
Note: Only available in the United States and Canada.
|
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.
What should I do if I have purchased the wrong Premium Service?
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.
How do I use the Premium Service I have purchased?
For Premium Service Plan, Premium Installation, Virus Removal and Security Health Check:
- Make sure you have the following:
- Service Code/Serial Number:
This information is included in your Order Confirmation email that you will have received after completing your purchase.
- Internet Connection:
You should have a stable and high-speed Internet connection so Trend Micro experts can connect to your computer for faster diagnosis.
- Call our Premium Support Hotline at the following numbers:
- For the United States and Canada: 1-877-ASK-TM-11.
- For Australia: 1800-653-607
- For New Zealand: 0800-901-537
Our Premium Service Team is ready to assist you 24 hours a day, 7 days a week.
- Visit Trend Micro's online Premium Services page
- Enter your Serial Number in the Order ID field.
- Click I am not a member or I am already a member, then fill out the necessary information.
- Click Talk to an Expert.
For Data Backup Help, Data Recovery Service, Data Transfer Service:
- Make sure you have the following:
- Service Code/Serial Number:
This information is included in your Order Confirmation email that you will have received after completing your purchase.
- Internet Connection:
You should have a stable and high-speed Internet connection so Trend Micro experts can connect to your computer for faster diagnosis.
- Go to your Order Confirmation email and click the link to access our chat support.
Our Premium Service Team is ready to assist you 24 hours a day, 7 days a week.
What issues are covered by the different Premium Services?
| Service | Covers all issues related to... |
|---|
|
Premium Service Plan
|
Any concern encountered after the product is up and running (does not include installation and registration)
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Virus Removal |
Virus detection and removal (does not include false alarms)
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Premium Installation |
Getting your product "up and running": installing your product, activating your license, and performing the initial update and scan.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Security Health Check |
Configuring your Trend Micro product to maximize the effectiveness of its features and fit the software to your lifestyle and resolve any performance issues encountered with your program.
Note: Available in the United States, Canada, Australia, and New Zealand.
|
| Wireless Setup and Security |
Setting up, troubleshooting, and resolving issues with your wireless network.
Note: Only available in the United States and Canada
|
| PC Tune-Up |
Diagnosing and troubleshooting problems with your computer and optimizing your PC's performance
Note: Only available in the United States and Canada.
|
| Data Backup Help |
This service offers you assistance in storing your important files for safekeeping using SafeSync. This includes the following:
Note: This is good for only one computer.
- Creating and setting up your account
- Setting up and configuring SafeSync on your computer
- Selecting the most important files for backup like your DVD movies, music, games, and more
- Initiating the first backup process · Scheduling your regular backups · Training on how to backup your data and access secure information
Note: Only available in the United States and Canada.
|
| Data Recovery Service |
Purchasing this service will help you retrieve your important files from your SafeSync service. This includes the following:
Note: This is good for only one computer.
- Setting up and configuring SafeSync on your computer for easy data transfer
- Selecting files to transfer from your SafeSync drive to your PC or Mac
- Scheduling your regular backups
- Training on how to backup your data and access secure information
Note: Only available in the United States and Canada.
|
| Data Transfer Service |
Buy the Data Transfer Service for help in transferring your important files from one computer to another using SafeSync. This includes the following:
Note: This is good for only one computer.
- · Creating and setting up your account
- · Setting up and configuring SafeSync on your computer for easy data transfer
- · Selecting the most important files for backup like your DVD movies, music, games, and more
- · Initiating the first backup process
- · Selecting files to transfer from your SafeSync drive to your PC or Mac
- · Scheduling your regular backups
- · Training on how to backup your data and access secure information
Note: Only available in the United States and Canada.
|
| Additional Services |
Note: Only available in the United States and Canada.
|
Do I need to activate or register my Premium Service?
You do not need to activate or register the Premium Service you have purchased. The service is activated at the time of purchase.
Can I transfer my Premium Service to another user?
You can transfer per-incident services to other users, but not subscription-based services.
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.
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.
All users who contact the Premium Service support line will need to provide a valid service code or serial number found in your
Order Confirmation email.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.
Only users registered under the serial number or service code can use any of the services included in the Standard Service Plan.
Where can I find my service code or serial number?
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, check this solution:
If you bought any of the per-incident services, you can find your service serial number on the Order Confirmation email. It was sent to you after the purchase was successfully completed.
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