Our customers can enjoy Premium Services that are provided via online chat and/or telephone depending on the service selected, 24 hours a day, 7 days a week. Trend Micro Premium Services for Home Users are provided by trusted Trend Micro Certified Experts.

Online Premium Services are service sessions initiated via chat. All of our Online Premium Services are powered by SupportSpace, a trusted Trend Micro partner.

These Services are provided by Trend Micro Support Experts and are provided through phone. To use the Virus and Spyware Removal and Premium Installation Services, you must be an existing Trend Micro Home User product subscriber. If you are not existing Trend Micro subscriber, you can purchase one of Trend Micro’s award-winning Home and Home Office products. For more information about these services, click here.

If there is a problem with the service we provided, we will work to remedy your problem quickly and at no additional cost if notified within 7 days. For details regarding this service guarantee, please read the SupportSpace Terms of Service and Trend Micro Premium Service Terms and Conditions.

Trend Micro Premium Services for Home Users are provided by trusted Trend Micro Certified Experts. Select Premium Services are powered by SupportSpace, a trusted Trend Micro partner. These services are available only for registered customers. Registration to SupportSpace Services is free. Click here to register.

• Windows XP SP2, Windows Vista or OSX
• Internet Explorer 6 (SP2) and higher or Mozilla Firefox 2.5
• 300 MHz or higher (processor clock speed recommended), 233 MHz minimum required (single or dual processor system)
• Intel Pentium/Celeron, or AMD K6/Athlon/Duron, or compatible processor recommended
• 256MB RAM or higher recommended (The minimum may limit performance and some features)
• 1.5GB of available hard disk space
• Super VGA (1028x678) or higher
• Recommended to use the default browser security setting levels
• Macromedia Flash 8 and up
• Must have a working high speed internet connection

Our objective is to solve your problem as quickly and as painlessly as possible, but there may be situations where the Expert you contact initially won't find an immediate resolution. In cases like this we offer our Expert the option of consulting with a fellow Expert on our network. If appropriate and with your consent, a case may be forwarded to another Expert who will be able to better handle your problem.

To select a service and start an Online Premium Service session::

Go to TrendMicro.SupportSpace.com

Select and purchase the service.

For Online Premium Services, wait for the Expert’s response. When the Expert is ready to begin the service (wait-time is 45 seconds or less), you will get a success message.

Click the "Start Session Now" button on your screen and wait for your chat window to open.

Some Premium Services are provided over the phone. To select the service and start the session:

Go to TrendMicro.SupportSpace.com

Select and purchase the service.

Dial the toll-free Premium Service number provided in your order confirmation.

An Expert will answer your call and begin the service session.

Once you are connected to an Expert, the chat window is your first option of communication. Later in the session, if need be, you and the Expert will be able to speak on the phone for free.

We have seen cases where strict popup blocker configuration may cause the chat not to open. If this is the case, make sure to allow pop-ups on trendmicro.supportspace.com site. It's important to emphasize that we use popup just to open the chat window and not for advertising.

The chat window has two white sections. The upper section displays messages exchanged and the lower section is for you to type in and send your messages. After typing your message in the lower section press the Enter key and the message will be sent to your Expert.

To request support by phone, click the "Request Expert to Call" button located on the upper part of the chat window.

The chat window has two white sections. The upper section displays messages exchanged and the lower section is for you to type in and send your messages including the phone number you wish to be called at. After typing press the Enter key and the message will be sent to your Expert.

Keeping your personal and private information secure is important to us. Whenever we need to access your computer or initiate transfers of files through our desktop-sharing and file manager tools, your permission to do so is required at all times. For Online sessions, the permission appears on your Session Page (chat). You will also be able to see on your screen all actions taken on your computer by the Experts.

For security reasons we do not save your password, therefore, if it has been forgotten, you will need to set up a new one.

In order to get your new password, fill in the request to reset your password using the Reset Password Form and a new one will be sent to you.

We have seen cases where strict popup blocker configuration may cause the page not to open.
If this is the case, make sure you allow the use of pop-ups on trendmicro.supportspace.com site (see instructions below).
Note that we use popup just to open the chat window and not for showing advertisements. If your popup blocker is set to ON:

1. Open Internet Explorer.
2. Go to Tools menu, select Pop-up Blocker Setting, a window will open.
3. 3. Type trendmicro.supportspace.com in the Address of website to allow field and click the Add button.
4. Click Close to close the window.

When you have a problem, help is just a mouse click away at support.geeksquad.com. Through your high speed internet connection, an Expert can log-on remotely and provide:

• Repair
• Training
• Setup
• Installation

To deliver a secure environment, we ensure that any significant action taken by an Expert is initiated only after the customer has granted the Expert the permission to do so.

All of our Experts are certified after going through a series of serviceability tests, system training programs, interviews and thorough background checks.

All Certified Experts use SupportSpace’s advanced technology platform that assists them in delivering the best support experience with workbench applications that include customer relationship management and communication tools, collaboration, call transfer, desktop sharing, diagnostic tools and additional applications.

We offer all our customers a brief complementary consultation before the session begins. Once connected to an Expert, you will be asked to give a short description of the issue, and the Expert will recommend the right service for you.

For other information on Trend Micro Premium Services, please visit our FAQ page.