Support
Consumer Support Policy |
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Trend Micro Consumer Support is dedicated in helping our customers maximize the business benefits of Consumer products and providing the best customer care in the industry through our reliable, prompt and flexible support services. We take the job of serving as your partner very seriously. We take the time to understand your needs and then work closely with you to provide your preferred methods of support, learning and communication. Trend Micro Consumer Support defines "Customer Support" as providing assistance to Trend Micro Consumer product users on specific problems such as online purchases, installation, product activation, update and performance. While our technical support staff can personally help you troubleshoot a specific error displayed in our product console and answer your questions regarding purchase, product features or product usage, we encourage you to first use the Online Self-Service. This Online Self-service is designed for user self-help. It contains links to solutions for common problems, list of our hot topics, free product manuals, step-by-step video guides, download links and troubleshooting guides. Though the following inquiries are serviceable by our technical support staff, we deem that they are outside of our Support Policy:
We know how important it is for us to be there when you need us and exceed your support expectations. Our support services below are flexible and designed to open various opportunities to reach out when help is needed to resolve issues that you may experience: 1. Initial Support for Trial Users. We offer FREE 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 audio/video training manuals and troubleshooting guides listed on the Online Self-service area as these will cover most, if not all, of your questions. 2. On-line Self-Service. We offer the following self-help resources:
3. Free Product Manuals and Training Materials Trend Micro is pleased to make product manuals available to customers online, in Portable Document Format (PDF) and text format. The Getting Started Guide gives step by step instructions on how to install and initially set-up the software. It also includes basic troubleshooting guide and FAQs to help customers resolve issues around 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. 4. Free Product Updates and Enhancements. For the first two years from the product's official release date, Trend Micro updates the pattern and engine files, and publishes any product enhancement that may result during this time. At the end of two years, Trend Micro no longer sells this product version and product registration also stops. If your subscription has expired and you would like to upgrade to a new version, you may purchase from your local retailer or visit our online store for Australia, Hongkong, Malaysia, Singapore and New Zealand customers. 5. Errors and Bug Fixes. 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 of a product cease two years from its release date. 6. Product Support Timeline. Trend Micro provides technical support to valid subscribers via knowledge base of Frequently Asked Questions (FAQ's), interactive walkthrough, development support in the form of workarounds, patches or fixes, email, chat and phone depending on the type of support request. The table below describes the availability of support per product:
7. Trend Micro Free Tools. Trend Micro free tools are supported through knowledge base solution articles only. You may also send your feedback and we will do our best to incorporate your suggestions into future versions of our Free Tools. The free tools include: 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. 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:
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. 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:
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:
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.
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