Trend Micro introduces industry-first Virus Response Service Level Agreement

Company demonstrates dedication to service excellence and customer satisfaction with two-hour, penalty-backed virus support service guarantee in selected Premium Support Programs

Cupertino, CA – October 7, 2002. Trend Micro (Nasdaq: TMIC; TSE: 4704), a leader in network antivirus and Internet content security software and services for business enterprises, today announced the availability of a Virus Response Service Level Agreement (SLA). With the introduction of the SLA, Trend Micro becomes the first antivirus and content security vendor to offer a penalty-backed, detection guarantee for customer-submitted virus cases.

Available to customers who renew or purchase a new subscription to Trend Micro’s Gold-level or higher Premium Support Program, the Virus Response SLA ensures that customers who submit virus cases to Trend Micro’s response teams will receive:

* An immediate verification of whether or not the case is a virus by TrendLabs?”, Trend Micro’s global antivirus research and support network.

* A fully tested and qualified pattern file delivered within 2 hours of virus case submission and guaranteed to detect the virus.

· A financial penalty structure, payable by Trend Micro, in the event the 2-hour time commitment is not achieved.

The Virus Response SLA applies to an unlimited number of virus case submissions.

“We are impressed with the level of commitment and attention that Trend Micro is giving to its outbreak response services,” says Bali Manji, Vice President of Sales at CDG, Inc., a nationwide technology solution provider, “particularly its willingness to back its service performance in writing. With this Virus Response SLA, Trend Micro is staying focused on the fundamentals of this business, despite all of the current hype from other vendors proposing complex, new security solutions in the face of new attacks. This SLA addresses the most important fundamental – getting quality protection in place as fast as possible. Trend Micro is the only vendor I know of that is delivering that level of commitment with its

Trend Micro’s Virus Response SLA is one of a series of new service initiatives that supports the company’s Enterprise Protection Strategy. Recently introduced, Trend Micro Enterprise Protection Strategy combines services, products, and centralized management tools to deliver Trend Micro’s antivirus expertise to customers during each stage of a virus outbreak, from antivirus defense policies through post-attack system clean up and assessment.

“As the impact of virus and malicious code attacks continues to increase, we recognize that, at the end of the day, the primary concern of our customers is that protection is in place quickly, regardless of the mode of attack or location in the network,” states David Rowe, Executive Vice President of Global Marketing. “Our new Virus Response SLA offers customers the benefits of Trend Micro’s proven antivirus expertise and service with penalty-backed response guarantees. With this SLA, we are not only offering customers accountability, but helping to deliver peace of mind.”

Trend Micro’s Premium Support programs are available in most regions of the world.

The Virus Response SLA is available with selected Premium Support Programs in the Americas, Asia, and Japan. Similar services will be available in Europe.

About TrendLabs
The TrendLabs 24×7 global antivirus research and support network forms the backbone of the Trend Micro service infrastructure. Consisting of a team of more than 250 antivirus engineers, TrendLabs operates around the clock at sites spanning the globe to keep customers informed and protected against the latest security threats. The TrendLabs network includes service centers in Tokyo, Paris, California, Taipei, Munich and an ISO 9002-certified headquarters in Metro Manila.

About CDG Inc.

CDG is a leading provider of products and services for IT security, vulnerability assessment, risk management, and enterprise network management. CDG employs fully trained and experienced professionals and utilizes a global network of affiliates to provide a full-range of consulting and support services.

About Trend Micro, Inc.
Trend Micro, Inc. is a leader in network antivirus and Internet content security software and services for business enterprises. The Tokyo-based corporation has business units worldwide. Trend Micro products are sold through corporate and value-added resellers .For additional information and evaluation copies of all Trend Micro products, visit our website,

Trend Micro, the t-ball logo, and TrendLabs are trademarks or registered trademarks of Trend Micro Incorporated.

Don't miss