Service or bust

So confident is Trend Micro of its virus detection abilities that it is offering a financial penalty-backed detection guarantee.

So confident is Trend Micro of its virus detection abilities that it is offering a financial penalty-backed detection guarantee.

IAM Gartner 2008/09 (contradeal)

Available to customers subscribing to Trend Micro's Gold-level or Premium Support Program, the company's Virus Response Service Level Agreement (SLA) promises the following to customers submitting virus cases to Trend's response teams:

  • An 'immediate' verification of whether or not the case is a virus.
  • A fully tested and qualified pattern file delivered within two hours of virus case submission and guaranteed to detect the virus.
  • A financial penalty structure, payable by Trend Micro, in the event the two-hour time commitment is not achieved.

Where one big player leads, others tend to quickly follow - VB awaits news of other service-oriented incentives from the industry.

08 October 2002

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