1 Trend Micro’s Virus Response Service Level Agreement (SLA) Customer Presentation

2 Agenda Virus Response Service Level Agreement (Virus Response SLA) –Overview of SLA components –SLA targets and penalty model –How to upgrade

3 Virus Response SLA Contractual agreement on virus response –Clarifies roles, responsibilities, and processes –Defines target response times for key steps of the outbreak lifecycle –Pattern file and virus detection guarantee

4 Pattern File and Detection Guarantee Customer submits a case to TrendLabs ™ TrendLabs responds with: –Immediate classification of case –A fully tested and qualified pattern file delivered within 2 hours of virus case submission Pattern file guaranteed to detect the virus –A financial penalty structure, payable by Trend Micro, in the event the 2-hour time commitment is not achieved.

5 Virus Response SLA Details Available through Premium Support Program (PSP); the following details apply: Penalty for missing SLA target Not applicable $1000 $2000 $3000 Support Level Silver Gold Platinum Diamond –Specifics: Penalties are paid per virus case submitted Unlimited virus case submissions Guarantee is not an insurance policy – it’s Trend Micro’s money Can not exceed 20 % of premium support contract

6 Target Response Times Simple virus description5 Minutes Initial virus report15 Minutes Outbreak Prevention Policy (OPP)15 Minutes Bandage Pattern Release15 Minutes Official Pattern Release (OPR)1-2 Hours Outbreak Lifecycle Phase Target Completion Time* * Each target response time is not under guarantee

7 Best Efforts –No pattern file guarantee Virus Response SLA –2-hour fully-qualified pattern file response –Guaranteed to detect the virus Why Trend Micro ? Competitor Statement Trend Response

8 Key Program Elements Direct agreement between Trend Micro and our customers Available through Trend Micro Premium Support Program ONLY Virus Response SLA applies to ALL of Trend Micro’s products

9 Outbreak Prevention Services Detailed information on threats Policy actions tailored to the threat Ability to approve and deploy policy Instant notification to critical parties Real-time reporting on policy deployment Virus Response/Updates Virus Response SLA Threat-based scanning Deploy and report on deployment Damage Cleanup Services Cleaning templates from TrendLabs Deploy and clean servers and desktops Agent-based or agent-less cleaning options Post-clean reporting Trend Micro Enterprise Protection Strategy Outbreak Commander = Centralized Management of the outbreak lifecycle Threat Information Attack Prevention Notification and Assurance Pattern File Scan and Eliminate Assess And cleanup Restore and Post-mortem

10 How to benefit from the Virus Response SLA Available now: –Upgrade to Virus Response SLA: Purchase the PSP Program that fits your company needs Upgrade your PSP contract to applicable levels of PSP support Renew your PSP contract and receive Virus Response SLA with renewal Investigate the Trend Micro Enterprise Protection Strategy –Enhanced product and services architecture –Virus Response SLA is one of many service initiatives available with the new architecture

11 Q/A