Frequently Asked Questions (FAQ) about Premium Service
- Solution ID:1104547
- Last Updated:Sep. 25, 2019 12:18 AM (PST)
- Applies to:Antivirus+ Security - 2018;2019;2020;Internet Security - 2018;Internet Security - 2019;Internet Security - 2020;Maximum Security - 2018;Maximum Security - 2019;Maximum Security - 2020;Premium Security - 2018;Premium Security - 2019;Premium Security - 2020;
- 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. Ultimate Service Bundle provides unlimited 24x7 remote desktop support and includes all of the following features:
- 24x7 Emergency Assistance: A Trend Micro technician can make a "virtual house call" any time, day or night.
- IoT Support Home Network scan: A Trend Micro engineer will scan your Home Network to check if all your Internet-connected devices are secured and not leaking your personal information.
- Microsoft® support: Configuration and upgrade support for Microsoft® Windows®
- Macintosh OS support: Configuration and upgrade support for Macintosh OS
- Android support: Configuration and upgrade support for Android OS
- Microsoft® Office: Installation and updates for Microsoft Office
- Personal IT Help Desk: Set-up of printers, external hard drives, and other peripherals
- Internet and Email support: Sets up your Home Network and configure peripherals. We will also assist you in creating and securing your Yahoo, Hotmail, or Gmail account.
- Premium Installation: Our experts install and configure your Trend Micro products.
- Virus and Spyware Removal: Keeps your computer virus-free.
- PC Tune-Up: Keeps your computer running like new.
- Data Back-up: Back-up and restore your pictures, videos, music, and other files whether it’s stored in the "cloud" or in your home.
- Advanced Diagnostics and Resolution: Identifies and recommends solutions for even the most complex technical issues.
- Security Advisor: Checks your system for vulnerabilities and applies the right settings to ensure your security.
- Fast diagnosis and problem fixing with remote desktop support.
- Optimisation of your Facebook settings.
You can purchase the Ultimate Service Bundle at this product and services page: Premium Support Services.
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: