Trend Micro Global Technical Support Guide for Business Customers

Transcription

1 Trend Micro Global Technical Support Guide for Business Customers * Includes global regions except Japan, Greater China, Taiwan, Hong Kong and Korea Page 1

2 Contents Scope... 3 Common Trend Micro Support Acronyms... 3 Introduction... 4 Trend Micro Online Resources... 4 Trend Micro Technical Support Responsibility... 5 Customer Responsibility... 5 Submitting a Support Request Online... 6 Contacting Trend Micro Support via Telephone... 7 Support Request Priority Levels... 8 Accessing Support for Critical Issues After Regular Business Hours... 9 Support Request Lifecycle... 9 Case Escalation Support Request Closure Multi-Region Global Support Page 2

3 Scope This document is intended for use by business and commercial end user customers who engage directly with Trend Micro Technical Support for most global regions - excluding Japan, Greater China, Taiwan, Hong Kong, and Korea as of the initial publish date. Customers in the excluded regions mentioned above should contact their authorized Trend Micro technical support representative for additional assistance. Trend Micro partner organizations should refer to our Partner Management Portal for detailed information on your Technical Support arrangements: Common Trend Micro Support Acronyms SR Support Request CSE Customer Service Engineer CSM Customer Service Manager PSP Premium Support Program SEG Service Engineering Group (R&D) Page 3

4 Introduction Welcome to Trend Micro Technical Support. This guide provides our customers with information about our support offerings and support processes and policies, including: Trend Micro Online Resources Customer and Trend Micro Responsibilities Submitting a Case Online Contacting Trend Micro Support via Telephone Trend Micro Severity Definitions Support Request Escalation Process After Hours Support for Critical Issues Support Request Closure Language Support Additional Support Offerings Trend Micro Online Resources Trend Micro offers a wealth of information online for both prospective and existing customers alike ranging from product documentation, downloads, best practices and our Knowledge Base. Customers are highly encouraged to utilize these links as the first step for all technical troubleshooting and research, and can request further assistance by submitting a case if an answer is not readily available. Some key links include: Trend Micro s Business Support Customer Portal and Knowledge Base: Trend Micro Online Product Documentation: Trend Micro Download Center: Page 4

5 Trend Micro Technical Support Responsibility When interacting with Trend Micro Technical Support you will work with team members in different roles: Customer Service Engineer (CSE) When logging a technical support issue with Trend Micro, your case is assigned to a CSE. The CSE is skilled in the product set for which you have logged your issue (e.g. messaging product) and the CSE will be your main point of contact for duration of the support request. Their responsibilities include: Responding to you on a specific support request by or telephone Where necessary, attempting to replicate and troubleshoot the issue you have raised Researching and identifying a solution for the issue reported Working with other teams to identify a solution. This may include, but not limited to, engineering escalation management. Customer Service Manager (CSM) Customers who are part of Trend Micro s Premium Support Program (PSP) will have access to a CSM. Your CSM will be local to your country or region, and will provide proactive technical account management to help maximize return on your investment in Trend Micro Solutions. Customer Responsibility In order to assist Trend Micro to effectively work with you to resolve any technical issues that may arise, it is important that complete and timely information is provided. Your Customer Service Engineer (CSE) will detail any information needed when working with you on an issue. For customers participating in our Premium Support Program it is also important to involve your assigned Customer Service Manager (CSM) in discussion regarding deployed solutions, and product roadmaps. This will allow us to work with you to ensure full product potential is realized in your environment. Designated Contacts In order to enhance the relationship between your administrators and technical support we recommend the use of designated contacts who have expertise on our products. These contacts are highly encouraged to pre-register on and complete their product profiles to enable case submission if they have not already done so before an issue arises, so that precious time is not lost when support is actually required. Page 5

6 Submitting a Support Request Online Before contacting Trend Micro Technical Support, we recommend first reviewing our online Knowledge Base this will allow you to validate if the issue you are experiencing has already been identified and will also guide you to any known solutions. However, if Trend Micro s available online resources do not sufficiently resolve your issue, a formal support case may need to be submitted. To submit a case, customers can visit Trend Micro s Business Support Portal at: From the main screen, valid Trend Micro license holders will need to sign in to the portal by selecting the Sign in to My Support icon in the upper right-hand corner of the portal as shown below. On the Sign-in page, a customer may login or create a new account if they do not already have one. Page 6

7 After logging in, the customer may select New Request from the menu on the left-hand side of the screen and proceed to enter in the information required for a new case: Contacting Trend Micro Support via Telephone Customers may elect to contact Trend Micro support via telephone in some situations, especially for Critical ( S1 ) incidents. The contact telephone numbers and regular business hours vary by region, and can be found by selecting the Contact Support icon in the lower left-hand corner of the Business Support Page: Page 7

8 When you call the Trend Micro Technical Support you will be guided through a number of options via an interactive voice response (IVR) system. The intention of the IVR system is to guide you to the correct team and CSE who can help you with your query. Once completed, you will be routed to an appropriate member of the Technical Support team. The CSE will then take the details of the issue from you and create a support request on your behalf. The CSE will communicate the SR number to you. The CSE will make initial recommendations on the next steps required to resolve the issue reported. Support Request Priority Levels Trend Micro case priority levels are used to assist in the prioritization of handling your support issue. Trend Micro CSEs will use the guide located at the following URL to select the appropriate priority level for all submitted product support requests including targeted response times: Please note that Trend Micro reserves the right to modify the priority levels below and upgrade or downgrade the priority level of a support issue at any time. Page 8

9 At any point you may request that the priority of a case is increased or reduced based on the business impact of the issue. Accessing Support for Critical Issues After Regular Business Hours After-hours business support is defined as any contact anytime outside the standard posted regular business hours and days for your region, including weekends and holidays, and is available to Trend Micro Business customers for Critical ( S1 ) issues as defined above. Even though S1 issues may be submitted online, due to the nature of these issues, customers are requested to follow-up via telephone to ensure immediate attention. Upon contacting Trend Micro support after-hours and going through a short entitlement check, the on-call engineer will help assess the nature of your call to ensure it meets that criteria of a S1 case. If the criteria are met for a S1 case, the engineer will proceed to assist the caller with next steps. If for some reason the issue does not meet the requirements for a S1 case, the on-call engineer will assist on helping to create a support case and will assign it to a CSE who will follow-up on it during the next business day as required. After-hours S1 support may be accessed by contacting your regular support telephone line after business hours, and choosing the appropriate option for after-hours emergency support. Support Request Lifecycle Dependent on complexity of a given issue the time to resolve an issue can be short or may involve a more iterative troubleshooting lifecycle to fully resolve. The typical lifecycle of a support request is illustrated below: Page 9

10 On occasion a CSE may request multiple logs or may need to enable a more verbose level of logging to diagnose an issue. Timely responses to such requests will help us to troubleshoot and resolve your issue as efficiently as possible. Your issue will be worked on until it is agreed by all stakeholders that it is resolved and the support request can be closed. ** The following link is helpful to review in advance of logging a support request: On occasion, it may be necessary to reassign your support request to another CSE. You will be informed if there is a need to reassign your support request. You can, at any time, request that the CSE working with you increases or decreases the priority of the support request if the business impact is of the issue has changed. Page 10

11 Case Escalation From time to time a customer may feel the need to escalate a case if the process or outcome is not meeting your expectations or previously agreed upon timeframe. Below is some information on how to escalate a case: What information do I need to escalate? Support case opened and time allowed for troubleshooting Reason for the escalation explanation of the business impact When can I escalate? Escalation can be requested in the following scenarios: Major impact to Business Critical systems Serious hardware or software failure; primary functionality degraded with no resolution in sight Unresolved technical issues Poor support response, prolonged lack of resolution or progress How do I escalate? You can escalate a Support Request at any time by speaking directly with the CSE assigned to your case. Alternatively, you can contact your local CSM (for PSP customers), account team or sales representative for assistance. This will ensure that your request is directed to the appropriate resources as soon as possible to achieve a successful resolution. Support Request Closure A Support Request (SR) is typically closed when you confirm that a resolution has been reached. However, if the CSE working on your issue has not received confirmation from you after three (3) attempts to contact you during a seven-day (7) period the SR will be automatically closed. During diagnosis of an issue, should you need more time to apply recommended solutions in your environment, this should be discussed with the CSE to ensure that your SR is not prematurely closed. Should your SR be closed and further investigation is needed again at a later date you can request the SR is reopened, or log a new SR with us and reference the previous SR number. Multi-Region Global Support By default, upon registering for a Trend Micro support user account, the user is assigned to the region that the company s products were purchased in. However, Trend Micro recognizes that many commercial organizations and enterprises have technical resources located in another region or spread throughout multiple regions. Page 11

12 In order to ensure that technical contacts are engaged with most geographically logical Trend Micro support centers, contacts may be assigned to another region based on the time-zone that they primarily work in and support. This can be accomplished by choosing the desired Time Zone when creating a new profile at Customers may contact Trend Micro support for more information on how to make this change if necessary. Page 12

13 Please note that the primary language that Trend Micro support is conducted in is English, including after-hours S1 case support and interaction with our online case management systems. While some regional centers may have local language speakers on staff, access to these resources cannot be guaranteed. Page 13