A message from our COO regarding Trend Micro’s Customer commitment during the global Coronavirus Pandemic (COVID-19)

The recent outbreak of COVID-19 has affected peoples’ lives across the globe and has quickly swept through and impacted individuals, families, communities, and businesses around the world. At Trend Micro, our number one priority is to ensure that our employees and their families are as safe as possible, and our thoughts are with those who have been affected by the virus.

Our team has spent a great deal of time reviewing options to ensure both the continued protection of our customers and partners, as well as the physical safety of our employees. We realize this situation remains very dynamic, as information continues to change day-to-day, and as such we will continue to provide updates as we learn more, but in the meantime we remain committed to providing the superior service and support that our customers, partners and suppliers have come to expect of our company throughout this situation.

We know the critical role that Trend Micro plays in your organization to keep your company and employees protected. We have taken several measures to ensure that the COVID-19 crisis does not impact your experience with Trend Micro products or services.

Listed below are several actions that the team has taken to date to not only ensure that our employees are safe, but to continue to deliver business “as usual” during this time:

Safety of Employees
Our number one priority is the health and safety of our employees around the globe. To that measure, we have:

• Abided by local government guidelines: All of our global offices are adhering to guidelines and best practices from the Center for Disease Control (CDC), other global health organizations and local government guidelines.
• Ability to work from remote locations: Many teams at Trend Micro have worked remotely from all corners of the globe for over a decade. This practice has enabled us to provide you with world-class products and service even in a time of social distancing. With the COVID-19 situation, we have shifted our workforce to virtual/remote wherever it is feasible, and we are maintaining critical onsite operations as needed.  At this time, we have not experienced any major impact to our business operations as a result of this temporary shift, and we will continue to closely monitor and adjust as appropriate to ensure we are continuing to deliver world class security protection and service for our customers and partners.
• Travel restrictions: We have suspended all international travel, with only essential domestic travel permitted where still allowed (and if the employee is comfortable doing so).  As new restrictions are being placed daily, we will continue to closely monitor this situation and react appropriately.
• Ongoing Vigilance: A cross-functional team within Trend Micro is closely monitoring all aspects of the crisis and will take prudent, agile, and swift action necessary to ensure the safety of our employees.  We are committed to doing our part to minimize the spread of COVID-19 while ensuring service continuity for you.

Continuity of Service
We are committed to ensuring that we continue to support the security needs of your organization, including but not limited to:

• Product Infrastructure: All Trend products are built upon a highly reliable commercial cloud infrastructure and delivered through a variety of content delivery networks. This includes our ISO 27001-certified SaaS offerings.
• Support Infrastructure: Our major global support centers have already shifted to remote/virtual operations and are working to ensure the customer experience is as seamless as possible.
• Flexibility: As with any best-in-class SaaS organization, we are able to perform all systems monitoring and product development remotely.
• Supply Chain: We are working very closely with our global suppliers and technical content providers/partners to ensure that availability and normal operations of our technology and services are not adversely impacted due to measures that they will have to put into place for combating this issue as well.
• Resilience: Our R&D, Support and other technology teams are globally dispersed and able to provide you with around the clock access. Though geographically spread out, we are one global, highly coordinated team, dedicated to supporting your business needs. We have been operating in this model for decades, and we consider this to be one of Trend Micro’s inherent strengths for continuing to have a strong operational model in times of crisis such as this.

As an optimistic organization, we believe that because of this unfortunate situation, new ways to work together and incredible innovation will occur and will make us all stronger in the future.

As always, if you have any questions or concerns, please reach out to your local account representative or Trend Micro authorized support contact.   We will continue to watch this situation closely, react accordingly and communicate any substantial changes with our customers and partners.

On behalf of everyone at Trend Micro, thank you for trusting us with your business. We wish health and safety to you and your families, employees, and customers.

Sincerely,

Kevin Simzer

Chief Operating Officer

Trend Micro Incorporated

 

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