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Trend Micro’s Virus Response Service Level Agreement (SLA) Customer Presentation

Trend Micro’s Virus Response Service Level Agreement (SLA) Customer Presentation. Agenda. Virus Response Service Level Agreement (Virus Response SLA) Overview of SLA components SLA targets and penalty model How to upgrade. Virus Response SLA. Contractual agreement on virus response

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Trend Micro’s Virus Response Service Level Agreement (SLA) Customer Presentation

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  1. Trend Micro’s Virus Response Service Level Agreement (SLA)Customer Presentation

  2. Agenda • Virus Response Service Level Agreement (Virus Response SLA) • Overview of SLA components • SLA targets and penalty model • How to upgrade

  3. Virus Response SLA • Contractual agreement on virus response • Clarifies roles, responsibilities, and processes • Defines target response times for key steps of the outbreak lifecycle • Pattern file and virus detection guarantee

  4. Pattern File and Detection Guarantee • Customer submits a case to TrendLabs™ • TrendLabs responds with: • Immediate classification of case • A fully tested and qualified pattern file delivered within 2 hours of virus case submission • Pattern file guaranteed to detect the virus • A financial penalty structure, payable by Trend Micro, in the event the 2-hour time commitment is not achieved.

  5. Virus Response SLA Details • Available through Premium Support Program (PSP); the following details apply: Support Level Silver Gold Platinum Diamond Penalty for missing SLA target Not applicable $1000 $2000 $3000 • Specifics: • Penalties are paid per virus case submitted • Unlimited virus case submissions • Guarantee is not an insurance policy – it’s Trend Micro’s money • Can not exceed 20 % of premium support contract

  6. Target Response Times Target Completion Time* Outbreak Lifecycle Phase * Each target response time is not under guarantee

  7. Best Efforts No pattern file guarantee Virus Response SLA 2-hour fully-qualified pattern file response Guaranteed to detect the virus Why Trend Micro ? Trend Response Competitor Statement

  8. Key Program Elements • Direct agreement between Trend Micro and our customers • Available through Trend Micro Premium Support Program ONLY • Virus Response SLA applies to ALL of Trend Micro’s products

  9. Attack Prevention Pattern File Scan and Eliminate Threat Information Trend Micro Enterprise Protection Strategy Outbreak Commander = Centralized Management of the outbreak lifecycle Restore and Post-mortem Assess And cleanup Notification and Assurance • Outbreak Prevention Services • Detailed information on threats • Policy actions tailored to the threat • Ability to approve and deploy policy • Instant notification to critical parties • Real-time reporting on policy deployment • Damage Cleanup Services • Cleaning templates from TrendLabs • Deploy and clean servers and desktops • Agent-based or agent-less cleaning options • Post-clean reporting • Virus Response/Updates • Virus Response SLA • Threat-based scanning • Deploy and report on deployment

  10. How to benefit from the Virus Response SLA • Available now: • Upgrade to Virus Response SLA: • Purchase the PSP Program that fits your company needs • Upgrade your PSP contract to applicable levels of PSP support • Renew your PSP contract and receive Virus Response SLA with renewal • Investigate the Trend Micro Enterprise Protection Strategy • Enhanced product and services architecture • Virus Response SLA is one of many service initiatives available with the new architecture

  11. Q/A

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