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Trend Micro’s Virus Response

Service Level Agreement (SLA)

Customer Presentation

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Agenda

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

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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

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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.

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Virus Response SLA Details

• Available through Premium Support Program (PSP); the following details apply:

Penalty for missing SLA

target

Not applicable $1000 $2000 $3000

Support Level

Silver Gold Platinum Diamond

– 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

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Target Response Times

          

Simple virus description 5 Minutes

Initial virus report 15 Minutes

Outbreak Prevention Policy (OPP)

15 Minutes

Bandage Pattern Release 15 Minutes

Official Pattern Release (OPR)

1-2 Hours

Outbreak Lifecycle PhaseTarget

Completion Time*

* Each target response time is not under guarantee

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• Best Efforts– No pattern file

guarantee

• Virus Response SLA – 2-hour fully-qualified

pattern file response– Guaranteed to detect the

virus

Why Trend Micro ?

Competitor Statement Trend Response

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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

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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

Virus Response/Updates• Virus Response SLA• Threat-based scanning• Deploy and report on deployment

Damage Cleanup Services• Cleaning templates from TrendLabs• Deploy and clean servers and desktops• Agent-based or agent-less cleaning options• Post-clean reporting

Trend Micro Enterprise Protection Strategy

Outbreak Commander = Centralized Management of the outbreak lifecycle

Threat Informatio

n

Attack Preventio

n

Notification

and Assurance

Pattern

File

Scan and Eliminate

AssessAnd

cleanup

Restoreand Post-

mortem

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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

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Q/A