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

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: Support Level Silver Gold Platinum Diamond Penalty for missing SLA target Not applicable $1000 $2000 $3000 • 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 Target Completion Time* Outbreak Lifecycle Phase * 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 ? Trend Response Competitor Statement

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. Attack Prevention Pattern File Scan and Eliminate Threat Information Trend Micro Enterprise Protection Strategy Outbreak Commander = Centralized Management of the outbreak lifecycle Restore and Post-mortem Assess And cleanup Notification and Assurance • 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 • Damage Cleanup Services • Cleaning templates from TrendLabs • Deploy and clean servers and desktops • Agent-based or agent-less cleaning options • Post-clean reporting • Virus Response/Updates • Virus Response SLA • Threat-based scanning • Deploy and report on deployment

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