Trend Micro First to Earn ISO 9002 Certification for Antivirus Research and Support Operations
MANILA, Philippines–(BUSINESS WIRE)–Jan. 31, 2001– Trend Micro (TSE:4704)(Nasdaq:TMIC) a leading provider of network antivirus and Internet content security solutions, announced that it has earned ISO 9002 certification for its global 24×7 antivirus research and support center, TrendLabs(TM). The certification attests that the facility meets internationally accepted standards of quality assurance in its management and service procedures.
“We are very proud to be the first antivirus company accredited for our research and support programs,” said Steve Chang, chairman and CEO of Trend Micro. “The antivirus market is not just about selling software products anymore — it’s a service industry, too. When a virus strikes, a customer’s business may depend on the speed and potency of our response. ISO 9002 certification is the highest level of reassurance we can offer customers that our service is backed by a world-class quality management system.”
Staffed by more than 250 engineers on three continents, TrendLabs operates around the clock to enable a rapid response to any urgent virus incident or customer support query, anywhere in the world. Leveraging instant Web-based communications links and powerful proprietary software tools, TrendLabs service centers in Munich, Paris, Tokyo, Taipei and Irvine, California comprise a tightly-integrated virtual network in cyberspace, with direct channels to Trend Micro business units, partners and customers around the world.
TrendLabs’ “nerve center” and headquarters, in a state-of-the-art IT facility near Manila, Philippines, obtained ISO 9002 certification following a six-month program of re-engineering. After painstakingly documenting all of its business processes, and streamlining quality management procedures, the head facility was audited by an independent registrar to confirm its compliance with global standards.
TrendLabs’ carries out all virus research and case analysis for Trend Micro and its customers. It designs and tests virus pattern files and refines the scan engine to keep Trend Micro technology up to date and effective against the latest threats. During virus outbreaks, TrendLabs implements strict “Red Alert” escalation procedures to notify users and produce cures as quickly as possible. Trend Micro’s virus doctors, acclaimed as the first to produce a cure for the infamous Melissa virus, usually develop an initial “fix” for a major new virus in 45 minutes or less. TrendLabs also educates users about security threats and promotes safe computing by compiling virus definitions and other useful information on the company’s comprehensive web site.
TrendLabs’ also delivers 24×7 technical support services to ensure that Trend Micro solutions fulfill customers’ security needs while integrating smoothly into their IT environment. Product support engineers disseminate their expertise through an online Solution Bank and provide direct assistance by telephone or email.
TrendLabs’ diagnostic measures, support services and powerful online tools stand behind Trend Micro Premium Support, a comprehensive package of enhanced services and account management for enterprises and managed service providers striving to maximize system uptime. Each Premium Support customer receives a personal account manager who is familiar with the customer’s network and antivirus program system, proactively notifies customers of potential virus outbreaks, and is available 24×7 to provide special support and assistance. Several leading industry analysts have recognized that powerful service packages like Trend Micro Premium Support can actually lower the total cost of ownership by improving network availability and reducing downtime.
About ISO 9002
The ISO 9000 series of standards was developed by the International Organization for Standardization (ISO), a federation of national standards bodies from some 130 countries based in Geneva, Switzerland. The ISO’s primary function is to develop guidelines for effective management systems, which in turn can serve as a framework for continuous improvement. The ISO 9000 family represents a consensus on good management practices which is an accepted business standard in more than 90 countries. ISO 9002 is among the most comprehensive and difficult certificates to obtain, requiring careful documentation of all quality management procedures and evidence of a consistent system in conformance with international standards. ISO 9002 specifies audits by third-party registrars for initial registration and continued compliance.
About Trend Micro
Trend Micro provides centrally controlled server-based virus protection and content-filtering products and services. By protecting information that flows through Internet gateways, email servers, and file servers, Trend Micro allows companies and managed service providers worldwide to stop viruses and other malicious code from a central point before they ever reach the desktop.
Trend Micro’s corporate headquarters is located in Tokyo, Japan, with business units in North and South America, Europe, Asia, and Australia. Trend Micro’s North American headquarters is located in Cupertino, CA. Trend Micro’s products are sold directly and through a network of corporate, value-added resellers and managed service providers. Evaluation copies of all of Trend Micro’s products may be downloaded from its award winning website, http://www.antivirus.com.
Note to Editors: TrendLabs is a trademark of Trend Micro in the United States and other countries. Other product and company names may be registered trademarks or trademarks of their respective owners.