Transcription of Trend Micro Technical Support Guide
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Trend Micro Technical Support Guide
Trend Micro Technical Support Guide Contents Scope .. 3. Definitions .. 3. Introduction .. 4. Support Best Practise - Plan 4. Customer Responsibility .. 4. Trend Micro Technical Support Responsibility .. 5. Support Request Priority Levels .. 5. Submitting a Support Request .. 5. Lifecycle of a Support 6. Trend Micro Support Offerings .. 8. Escalation .. 8. Support Hours of Business .. 8. Accessing Support After Business Hours .. 9. Support Request Closure .. 9. Language Support .. 9. Trend Micro Technical Support Guide 2016 Europe 2. Scope This document is intended for use by customers who engage directly with Trend Micro Technical Support . For Trend Micro partners organisations please refer to our Partner Management Portal for detailed information on your Technical Support arrangements: Definitions CSE Customer Service Engineer SR Support Request CSM Customer Service Manager PSP Premium Support Program Trend Micro Technical Support Guide 2016 Europe 3.
Trend Micro Technical Support Guide 2016 – Europe 4 Introduction Welcome to Trend Micro™ Technical Support. This guide provides our customers with information
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