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<br />r <br />.' <br /> <br />. <br /> <br />..........~. TREND <br />~ M I C R o' <br /> <br />Trend Micro" Priority Support Program <br /> <br />Pr~ority Response for Mid-Sized Enterprise Customers <br /> <br />PROBLEM <br /> <br />Mid-sized organizations are struggling to address a wide variety of security issues due to <br />constantly evolving threats presented by viruses and other malicious code. IT managers <br />require 24X7 availability of support with priority handling of service requests combined <br />with leading-edge antivirus, content security. and technical expertise to ensure business <br />continuity. <br /> <br />STRATEGY <br /> <br />The Trend Micro'" Priority Support Program combines round'~the-clock prio~ity response to <br />service requests with proactive notification of new virus threats and ready ;access to <br />information on combating the latest virus threats. Two support levels are offered. <br /> <br />PRIORITY SUPPORT AT-A-GLANCE <br /> <br />KEY FEATURES <br /> <br />PRIORITY <br />ADVANTAGE <br /> <br />PRlORlTY <br /> <br />Online Submission and Tracking of Service <br />Requests with'24x7 Priority Handling <br /> <br />. <br /> <br />. <br /> <br />Virus Outbreak Alert and Notification <br />Premium Online Knowledge Base <br />Telephone Support Hours <br />Telephone Support Delivery <br /> <br />. <br /> <br />. <br /> <br />. <br /> <br />. <br /> <br />- Business Hours <br /> <br />24x7 <br />Team of Technical <br />Account Managers <br /> <br />Basic Corporate <br />Support Line <br /> <br />PRIORITY ADVANTAGE <br /> <br />Customers receive 24X7 telephone and online support with priority handling from a Team <br />of Technical Account Managers who are Trend Micro product support experts - the same <br />resource level that provides support to our largest enterprise customers. <br /> <br />PRIORITY SUPPORT <br /> <br />24X7 online technical support with priority handling from the Technical Account Manager <br />team, to complement business hours telep'hon~. technical' :support from the standard <br />corporate support line. <br /> <br />At both service levels. customers receive round-the-clock proactive notification of new virus <br />threats. Both levels feature 24X7 access to the online premium knowledge base, and to <br />Trend Micro's online tool for submission and tracking of service requests. Priority and Priority <br />Advantage feature seamless integration with Trend Micro's internal support infrastructure, <br />bringing the power of leading-edge antivirus expert}se to customer,s' networks. <br /> <br />SERVICES <br /> <br /> <br />EXHIBIT E <br />