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<br />number of available Telephone Service Request for the <br />Company shall be reduced by one (I). Priority and <br />Priority Advantage Support customers, may reach <br />TAMs twenty (24) hours a day, seven (7) days a week <br />via PSP Online typically with a one (1) hour response <br />time. <br /> <br />Note: Given the nature of paging services, there may <br />be prolonged delays between the times a page is <br />initiated and received. Trend Micro cannot be held <br />responsible for such delays. Response times may also <br />be affected by the existence of a major computer virus <br />outbreak. <br /> <br />(b) Monthly Reports. Trend Micro will provide <br />Company with a monthly report (using a pre-defined <br />format) detailing support activity for the previous <br />month, including the status of open and closed Service <br />Requests and the number of reported Service Requests <br />during that month and contract period to date. <br /> <br />3. Online Services. Upon becoming a Priority or Priority <br />Advantage Support customer, Trend Micro will open a <br />password protected account for the Company on <br />Premium Support Online ("PSP Online"), a web-based <br />resource that provides access to the technical support <br />services 24 hours a day, seven days a week. PSP <br />Online and related services are available in English <br />only due to the global nature of the Trend Micro PSP <br />program. <br /> <br />(a) Dedicated Download Servers. Company may <br />download Pattern Updates and Product Updates from <br />secure servers reserved for Priority and Priority <br />Advantage Support customers only. <br /> <br />(b) Case Submission. Company may use PSP Online <br />to submit virus cases or other Service Requests for <br />resolution at any time. By completing a series of <br />online forms, Company can provide Trend Micro and <br />its authorized support representatives with key <br />information necessary to begin addressing the virus <br />case, product problem or Service Request. When <br />Company submits a Service Request to Trend Micro <br />via PSP Online, a TAM shall be automatically notified. <br /> <br />(c) Track Cases. PSP Online includes a database <br />that allows Company to track the current status of any <br />open product or virus-related case. The case tracker <br />also provides a history of all cases submitted by <br />Company to technical support, by date of submission, <br />status, type and submitted files. <br /> <br />(d) Information Tools. PSP Online includes access <br />to premium knowledge database, an online searchable <br /> <br />database that contains proprietary support procedures <br />and trouble-shooting tips for Trend Products. <br /> <br />(e) Active Support Tools. PSP Online also provides <br />Company with access to an Active Support tool that <br />can be used to collect information required to identify <br />and replicate product problems from Company's <br />computer system. This tool is designed to reduce data <br />collection time for more efficient case resolution. <br /> <br />4. Proactive Antivirus Support <br /> <br />(a) Alerts for Major Virus Outbreaks. Company <br />will designate one (I) Authorized Contact as the main <br />Major Virus Outbreak Authorized Contact. In the <br />event of a Major Virus Outbreak, Trend Micro will <br />alert Company's Major Outbreak Authorized Contact <br />24x7 via pager, telephone and/or email in accordance <br />with Company's instructions for Major Virus <br />Outbreaks, using an automated voice recording or <br />similar technology. <br /> <br />(b) Virus Threat Awareness. The TrendLabs <br />antivirus network monitors virus activity around the <br />world 24X7 and assigns newly discovered viruses with <br />risk ratings. In assessing the risk of a new virus, Trend <br />Micro considers factors such as virus type, <br />characteristics, potential damage, distribution rate, <br />systems targeted, extent of known propagation and <br />infection size. Priority Advantage Support customers <br />may elect to have Authorized Contacts notified via <br />email about new threats of designated risk ratings <br />based on the risk level pre-selected by Company. <br /> <br />5. Technical Service Requests. Priority Advantage <br />Support customers are entitled to ten (10) Telephone <br />Service Requests, as defrned in Section l(h), to the <br />PSP Premium Dispatch Center hotline per year at no <br />additional charge. Each Telephone Service Request <br />received by TAMs shall reduce the number of <br />available prepaidTelephone Service Requests by one <br />(I). When all prepaid Telephone Service Requests <br />have been used by the Company Trend Micro will not <br />provide further Service Requests until Company <br />purchases additional Service Requests, which are <br />available in groups of 5. <br /> <br />6. Technical Support Incidents. Priority and Priority <br />Advantage Support customers are entitled to submit up <br />to ten (10) Incidents via PSP Online, as defmed in <br />Section I (b), per year at no additional charge. <br />Company may purchase Additional Incidents in groups <br />of five for an additional fee. <br /> <br />3 <br />