Trend Micro Business Support Portal

Transcription

1 Lorem Ipsum Dolor Sit Amet Consectetur Adipiscing Trend Micro Business Support Portal User Guide

2 Welcome to the Trend Micro Business Support Portal. This portal provides full online support for Trend Micro products and threat services. While the portal was designed with usability in mind, feel free to use this guide as a reference when having any difficulty. We also encourage users to provide feedback so we can further improve the site. Table of Contents Portal Features... 3 Creating an Account... 4 Sending Feedback about the Site... 5 Self-Help Resources... 6 Best Practice Guides and Solutions... 6 Diagnostic Tools... 9 Announcements Submitting a Support Request Setting up Product Profile Using the New Request form Submitting Threat-Related Issue Submitting Product-Related Issue Managing Support Requests Tracking a Case Updating a Case Exporting Case Records Reviewing Threat Analysis Results Converting Threat Analysis Request to a Case Selecting Files to Escalate Escalating ATTK Log Results Managing an Account Updating Profile and Password Adding Predefined List of CC s Selecting Notifications (for Premium Customers only) Viewing Company Contacts (for Premium Customers only) Managing Products and Services Page 2 of 31 Trend Micro

3 Portal Features The Business Support Portal is designed to be a comprehensive online resource for all Trend Micro Business Support customers. It has two major sections the Trend Micro Business Support Knowledge Base (aka esupport) and My Support. Users can browse and search the knowledge base even when not logged in. Upon entering the site, the header navigation enables users to go through the major sections of the portal: Technical Support Includes articles and resources grouped according to product Virus and Threat Help Covers the latest threat and malware updates Renewals and Registration Answers the frequently asked questions about subscription Contact Support Provides a list of ways to contact Trend Micro support My Support Requires an account to access support cases and other portal functions Search Field Allows users to browse the site content using keywords Page 3 of 31 Trend Micro

4 Creating an Account To access the Trend Micro Business Support Portal, an account is required. Note that the My Support account is different from user s log in credentials for Trend Micro products. This account is only used to create service requests and access support resources. To create an account: 1. Go to Trend Micro Business Support Portal and click Sign in to My Support. 2. Click Create MySupport Account. 3. Fill out the necessary information (e.g. name, product activation code, contact details). 4. Read and accept the terms and conditions, then click Create MySupport Account. Page 4 of 31 Trend Micro

5 Sending Feedback about the Site All comments on the Business Support Portal are welcome. It is highly encouraged to send us suggestions so we can improve the site and other portal functions. To submit a feedback: 1. On the footer of any page, click Feedback at the lower right corner. A pop-up window will appear. 2. Select Yes or No. Choosing any of the two will allow users to leave a comment. 3. Type a message in the appropriate field. 4. (Optional) Enter an address to receive an update regarding the feedback. 5. Click Send Feedback. Page 5 of 31 Trend Micro

6 Self-Help Resources The Business Support Portal includes several resources for how-to guides, troubleshooting solutions, product downloads, documentation, and frequently asked questions. Best Practice Guides and Solutions Articles about troubleshooting procedures and latest news on Trend Micro products can be accessed without logging into the portal. The search box at the top navigation is useful to easily find a specific topic or document. Below are the main pages to find the best resources: Technical Support ( It contains the latest advisories for different enterprise products. Video guides on how to configure a product are also available on this page. On the Get Product Support drop-down list, users can choose a product to show more resources. Page 6 of 31 Trend Micro

7 Product Page (e.g. For a tailored content, users can check a product page. This includes the recommended and most helpful articles for a specific product. It also allows users to download product builds and documents. Renewals & Registration ( This page includes the common questions on product registration, subscription, licensing issues, etc. It also contains product-specific articles on how to find activation code and pattern files. Page 7 of 31 Trend Micro

8 Virus & Threat Help ( Know the latest security advisories through this page. It also educates users on how to correctly configure a product for malware protection. Trend Micro Threat Encyclopedia is also accessible here. Support Policies ( This page contains the list of currently supported Trend Micro products, end-of-support policy, data collection notice, and other information about support. Page 8 of 31 Trend Micro

9 Diagnostic Tools Trend Micro offers standalone tools that can help you collect system information or scan your system independently from your Trend Micro product. These tools can generate logs that you can submit to the support team when you create a case. To access these tools: 1. Sign in to the Trend Micro Business Support Portal. 2. Under My Support, click Diagnostic Tools. A table of tools with corresponding description and link will appear. Some tools have GUI and command line versions, and 32-bit or 64-bit installers. 3. Click the download link of the appropriate tool. Page 9 of 31 Trend Micro

10 Announcements See the latest product news, threat advisories, and support announcements from the Announcements section of the portal. There are different types of announcements product, threat, and other advisories. Product advisories are articles related to the products configured in the user s product profile. To set it up, refer to the Product Profile section. On the other hand, threat advisories are articles about trending malware and malicious attacks. Other announcements include messages for specific regions and advisories from customer service managers. Users can also opt to subscribe for advisories per product and get timely and critical information straight to their inbox. To activate subscription, follow this article: Subscribing to the Trend Micro Technical Support Advisory. To view the latest announcements: 1. Sign in to the Trend Micro Business Support Portal. 2. Under My Support, click Announcements. 3. Select either Product Advisories, Threat Advisories, or Other Announcements tab. Page 10 of 31 Trend Micro

11 Submitting a Support Request Whether it is a product or threat issue, users can file a support request using the Business Support Portal. It is highly recommended to create a product profile to seamlessly open a case ticket. Setting up Product Profile A product profile is an autocomplete tool used for faster submission of product cases. It is a saved record of your product, product version, product language, and operating system information. To add a product profile: 1. Sign in to the Trend Micro Business Support Portal. 2. Hover to your username at the upper-right corner and select My Products and Services. 3. On the Product Profiles table, click Add New. 4. Fill out all required fields in the Create a Product Profile form and click Submit. Page 11 of 31 Trend Micro

12 The Product Profile form fields include the following: Field Description Assign a name to the product profile. Select the product to be associated with the profile. Select the version to be associated with the profile. Select the operating system(s) where the product is currently active. You may select multiple, if necessary. This will help support to recreate the environment where the issue occurred. Enter the activation code registered for the selected product. Tick the checkboxes if applicable (depends on selected product): Smart Scan Server Web Reputation Enabled Reputation Filtering/Spam Filtering Enabled Behavior Monitoring Tick the appropriate checkboxes: Conventional Pattern Smart Scan Pattern Select the language that the product is currently using. Tick Enable auto-build detection (Recommended) Tick if you prefer to receive advisories for new articles. You can also quickly create a product profile from the New Request form. 2. Under My Support, click New Request. 3. Click Update or add a product profile. A pop-up window will appear. 4. Click Add a New Profile. 5. Fill out the necessary fields and click Save. Page 12 of 31 Trend Micro

13 Using the New Request form The New Request form is the only form required to create a case or request. It can be accessed once the user is logged in. The form is dynamic and may have additional fields based on selection, but the default New Request form includes the following fields: Field Description Select the Product Profile where the issue occurred. If the profile doesn t exist yet, click Update or add a product profile. Select the operating systems predefined in the Product Profile. Choose whether the case is a product or threat issue. Select from a list of categories for a support case. This field is not applicable to Threat Issue. Provide a short title to describe the case. Give a brief summary of the issue or concern you are experiencing. Attach logs, screenshots, or other files to help diagnose the case. Select the business impact of the case: low, medium, high, or critical Enter the addresses of people to be notified of case updates. Choose the preferred way for support to reach you. If Phone is selected, phone number and preferred time to call must be specified. Page 13 of 31 Trend Micro

14 Submitting Threat-Related Issue One of the support request types is the Threat Analysis or Threat Query Assessment. The list of submitted threat-related requests will show under the Threat Analysis Requests table in the Support Requests page. There are various issue categories for Threat Analysis Requests. Threat Sample Analysis (File, , URL) System Infection/Compromised Environment File False Positive Spam Spam False Positive URL Reclassification Threat Inquiry Threat Sample Analysis Analyze files, s, or URLs contained in a password-protected zip file for malicious content. To submit this request: 2. Under My Support, select New Request. 3. Select the product profile and affected operating system. 4. Tick Threat Issue and select Threat Sample Analysis (File, , URL). Page 14 of 31 Trend Micro

15 5. Select the Virus Pattern Type. 6. Provide a short description in the Subject field. 7. Attach a compressed file with a password. The compressed file may contain all the files, s, or URL text file to be analyzed and click Submit. System Infection/Compromised Environment If there are indicators that the host or environment might be compromised, this category must be selected. It is recommended to share as many details as possible in regards to the symptoms encountered in the environment. To submit this request: 2. Under My Support, select New Request. 3. Select the product profile and affected operating system. 4. Tick Threat Issue and select System Infection/Compromised Environment. 5. Select the virus pattern type of the product. 6. Provide a subject and description of the issue. 7. Attach a virus file, file, or supporting file that can help diagnose the issue. Page 15 of 31 Trend Micro

16 8. Tick Request Bandage Pattern, if preferred. 9. Select the Case Urgency, whether it is low, medium, high, or critical. 10. Click Submit. File False Positive This request can be filed when there is a legitimate file or application that is being flagged by Trend Micro products as a threat or potential threat. To submit this request: 2. Under My Support, select New Request. 3. Select the product profile and affected operating system. 4. Tick Threat Issue and select File False Positive. 5. Provide a subject and description of the issue. 6. Attach the compressed file containing the file to be analyzed and click Submit. Page 16 of 31 Trend Micro

17 Spam and Spam False Positive This category can be selected when a spam or unwanted is not detected or when a legitimate is marked as spam. To submit this request: 2. Under My Support, select New Request. 3. Select the product profile and affected operating system. 4. Tick Threat Issue and select either of the following: Spam User received an that is being thought as a spam or unwanted. Spam False Positive A legitimate is flagged as spam by Trend Micro product. 5. Provide a subject and description of the issue. 6. Compress the spam sample (in.msg or.eml format) within a zip file with password and attach it in the request. Failure to do so will result in processing delays. 7. Select the case urgency and contact method, then click Submit. URL Reclassification Suggest a new category or rating for a specific website or URL. This request can also be filed to verify the current rating of a URL. To check the current classification of a URL: 2. Under My Support, select New Request. 3. Select the product profile and affected operating system. 4. Tick Threat Issue and select URL Classification. 5. Enter the URL to be analyzed in the Verify Current Rating and Classification field. Make sure to type one URL per line. 6. Click Show Rating & Classification. It will show the current safety level and category of the URLs. 7. To suggest a new classification, choose a new category or safety level and click Submit. Page 17 of 31 Trend Micro

18 Threat Inquiry This category can be selected if users want to know more information about a specific threat and security advisory, or if any of the other threat issue category doesn t suit the request. To submit this request: 2. Under My Support, select New Request. 3. Select the product profile and affected operating system. 4. Tick Threat Issue and select Threat Inquiry. 5. Provide a subject and description of the issue. 6. Choose the case urgency, whether it is low, medium, high, or critical. 7. Select the contact method and click Submit. Page 18 of 31 Trend Micro

19 Submitting Product-Related Issue This request is related to any product concerns that require support assistance. It may include deployment, configuration, or general product inquiries. To create a product case: 2. Under My Support, select New Request. 3. Select the product profile and affected operating system. 4. Make sure the Issue Type is set to Product Issue. 5. Choose the appropriate issue category. 6. Provide a subject and description of the issue. 7. Select the case urgency and contact method, then click Submit. A case number will be generated, which can be used as a reference in checking the status of the case under Support Requests page. Page 19 of 31 Trend Micro

20 Managing Support Requests Upon creating a case from the New Request form, a confirmation message and notification will be sent to the requestor. Both include a case number and a link to the Case Detail page, which allows the user to manage the request online. Tracking a Case A case can be tracked via dashboard or Support Requests page. The dashboard is the first page that will appear when logging into the portal. It includes cases that require action, total number of open cases, and recently updated cases. Another way to view the case is through the Support Requests page ( which is accessible from the notification and from the main navigation. Note that the list of product cases and threat analysis requests are separated. Page 20 of 31 Trend Micro

21 Updating a Case An active support case can be modified from the Support Requests page. Users can add a comment to the case, update the case status, change the case urgency, provide additional recipients, and change the business impact description. Details such as case history, file attachments, and threat analysis results can also be viewed in this page by clicking on the tabs above. Page 21 of 31 Trend Micro

22 Exporting Case Records A list of support requests can be directly exported into a spreadsheet. 2. Under My Support, click Support Requests. 3. Click the Export button beside the Product and Threat Cases. It will download an Excel file containing an unfiltered list of support cases. Reviewing Threat Analysis Results While the analysis of threat-related requests may take some time, the status can be viewed online. Similar with product cases, Threat Analysis Requests can also be accessed from the dashboard or Support Requests page. The table has separate columns for Case Number and Reference ID. By default, there is no case number because no case is created for a threat service request, unless the service determines a file to be undecided. Page 22 of 31 Trend Micro

23 To view more results, click on a reference ID and it will show a page similar below: The results page displays the analysis for each item contained in the compressed file. If a file is found to be malicious, the engine will try to determine the specific detection name and pattern version associated with the malware. If there is a long list, use the filter options to limit the results. Page 23 of 31 Trend Micro

24 The possible results are as follows: Normal The file is considered safe. Malicious The file is considered as a threat. Detection name and pattern version is assigned. Undecided The file can neither be determined as safe nor malicious. It is immediately escalated to support and a case is automatically created. Unknown Password The compressed file s password is unidentified. If the password cannot be identified, click Unknown Password in the table. Enter the file s password and click Submit. The system will attempt to automatically uncompress the file using the provided password. When the submitted file is an ATTK-generated zip file, the ATTK log results will also appear. Converting Threat Analysis Request to a Case For further concerns regarding the threat analysis results, escalate the specific files to Support Team. 2. Under My Support, click Support Requests. 3. Select the Reference ID of the threat analysis request to be escalated. 4. On the results page, click Open a support request. Page 24 of 31 Trend Micro

25 5. Select the files or logs to escalate. 6. Add an optional message to the Support Team. 7. Click Submit. A malware case will be created and associated with the selected threat service request. It will then generate a case number, which refers to the case created after file escalation. The reference ID, which refers to the original threat service request, can still be accessed. Selecting Files to Escalate When opening a support case for threat service request, the results table will show checkboxes for each file. It can be used to assign a file to a specific issue category. Below are the issue categories: Submit for further analysis Request for additional analysis on the file. Report clean failed Select if the file is malicious, but was not cleaned. Request a specific detection name Trend Micro scan engine normally assigns a detection name for malware found in files, but if there s no detection name, request for the Support Team to assign one for it. For reference, there is also a column that denotes if the file has already been escalated to Support Team. If the file has been previously escalated, it will show the number of escalations. Escalating ATTK Log Results If there s a submitted ATTK log for escalation, do the following: 1. From the Threat Analysis results page, select the files to be collected. 2. Click Generate Custom ATTK Package to download another ATTK executable file. 3. Run the downloaded file. It will package the files selected in Step 1 into a zip file. 4. Upload the zip file. Page 25 of 31 Trend Micro

26 Managing an Account Profile account can be managed from the upper-right corner of the portal. Users can modify their profile information, products and services, contact details, etc. The log out option is also located in this area. Updating Profile and Password Change the contact information, account password, and other personal information in this section. To update your profile information: 2. Hover on the profile menu at the upper-right corner of the page and click My Profile. 3. In Personal Information section, click the pencil icon. 4. Edit the details as needed, and click Save Changes. Page 26 of 31 Trend Micro

27 The Personal Information section includes the following: Field First Name, Last Name, Nickname Company Work Work Phone Mobile and Home Phone Support Region & Country Time Zone Date Format Description Name displayed in the portal Auto-populated based on the account tied to product subscription Main address to receive notification and access the portal Default value when selecting Phone as contact method Alternative phone numbers Area located Time zone of business hours Preferred date format To update the password: 2. Hover on the profile menu at the upper-right corner of the page and click My Profile. 3. In the Password section, click Edit. 4. Type the existing password and new password, then click Save Changes. Page 27 of 31 Trend Micro

28 Adding Predefined List of CC s When creating a new request, there is a field for CC s, which refers to the addresses of people to be notified of any case updates. Users can create a list of predefined list to eliminate the need to type the addresses repeatedly. To create predefined list of CC s: 2. Hover on the profile menu at the upper-right corner of the page and click My Profile. 3. In the Case Update Recipients, click the pencil icon to edit. 4. Enter one address per line, and click Save Changes. Selecting Notifications (for Premium Customers only) Premium customers can subscribe their s to product and threat updates. To create a subscription: 2. Hover on the profile menu at the upper-right corner of the page and click My Profile. 3. In Notification Preferences section, click the pencil icon to edit. 4. Tick the checkbox of the preferred updates and click Save Changes. Page 28 of 31 Trend Micro

29 Viewing Company Contacts (for Premium Customers only) Premium customers have the privilege to add contacts in their accounts. It can be added by requesting to customer service manager. Once added, it can be viewed in the company s contact list in the portal. To view company contacts: 2. Hover on the profile menu at the upper-right corner of the page and click My Profile. 3. Click My Contacts. This page will display a list of associated contacts to the account. It will also show the Customer Service Manager s contact information. Page 29 of 31 Trend Micro

30 Managing Products and Services Under My Products & Services page, a summary of product profiles, purchased products and licenses, and support entitlements can be viewed. To view and edit a product profile: 2. Hover on the profile menu at the upper-right corner of the page and click My Products & Services. 3. Click the pencil icon of the product profile that needs to be modified. 4. Update the information as needed and click Submit. In between product releases (e.g. major versions, patches, or service packs), Trend Micro also creates hot fixes. These cumulative packages fix issues identified in support tickets and will get bundled into upgrades (e.g. patch or service pack). Hot fixes can be downloaded directly from the support portal without the need for a support ticket. This allows users to decide whether to apply a hot fix or wait for the next public release. The portal can automatically determine the available solutions for the current build number of a product, if the autobuild detection is enabled. Make sure to set up the build number detection in product profile. An icon under Available Solutions column will indicate if the product has the latest available build or the number of solutions available within the latest package. Separate icons will also show additional information such as, but not limited to, newer releases of patches and services packs available for download at the Trend Micro Download Center. Page 30 of 31 Trend Micro

31 When clicking on the number of available solutions, a list of issues addressed between the user s current product build and the latest hot fix of given release. The package itself and the Read Me file can also be retrieved when clicking Download Latest Build Number. To know more about this feature, refer to this article: Hot Fix Availability in Business Support Portal. Page 31 of 31 Trend Micro