copyright © 2013. trend micro incorporated. all rights

Trend Micro Incorporated reserves the right to make changes to this document and tothe product/service described herein without notice. Before installing and using theproduct/service, review the readme files, release notes, and/or the latest version of theapplicable documentation, which are available from the Trend Micro website at:

http://downloadcenter.trendmicro.com/

Trend Micro, and the Trend Micro t-ball logo are trademarks or registered trademarks ofTrend Micro Incorporated. All other product or company names may be trademarks orregistered trademarks of their owners.

Copyright © 2013. Trend Micro Incorporated. All rights reserved.

Document Part No.: APEM36187/131023

Release Date: January 2014

Protected by U.S. Patent No.: Patents pending.

http://docs.trendmicro.com/en-us/home.aspx

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Detailed information about how to use specific features within the product/service maybe available at the Trend Micro Online Help Center and/or the Trend MicroKnowledge Base.

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i

Table of ContentsPreface

Preface .................................................................................................................. v

About Trend Micro ........................................................................................... vi

Audience ............................................................................................................. vi

Document Conventions ................................................................................... vi

Product Terminology ...................................................................................... vii

Chapter 1: Introducing the Trend Micro LicensingManagement Platform

About the Trend Micro Licensing Management Platform ...................... 1-2

Features and Benefits ..................................................................................... 1-2What's New ............................................................................................. 1-3

Platform Overview ......................................................................................... 1-5

Account Types ................................................................................................ 1-7MSP and Reseller Accounts .................................................................. 1-8Customer Accounts ................................................................................ 1-9

User Roles ...................................................................................................... 1-10

Licenses .......................................................................................................... 1-11Licensing Methods for Products and Services ................................. 1-11Units ....................................................................................................... 1-13

Service Plans .................................................................................................. 1-13

Registration Keys .......................................................................................... 1-15

Chapter 2: Getting StartedStep 1: Getting Started ................................................................................... 2-2

Accessing the Platform .......................................................................... 2-2Branding Settings .................................................................................... 2-3Privacy Statement Settings .................................................................... 2-8

Trend Micro™ Licensing Management Platform 3.5 User's Guide

ii

End-User License Agreement Settings ............................................... 2-9Email Template Settings ..................................................................... 2-10

Step 2: Setting Up Recommended Settings .............................................. 2-11Regional Service Settings ..................................................................... 2-12Data Center Settings ............................................................................ 2-13

Step 3: Setting Up Licenses ......................................................................... 2-14Requesting Licenses from Trend Micro ........................................... 2-14Creating Service Plans ......................................................................... 2-15

Chapter 3: Managing AccountsCreating Accounts .......................................................................................... 3-2

Creating Accounts With Registration Keys ........................................ 3-6Making Changes to Accounts ....................................................................... 3-7

Changing Account Information ........................................................... 3-7Removing User Roles ............................................................................ 3-8Enabling and Disabling Accounts ....................................................... 3-9Assigning Service Plans ....................................................................... 3-10Modifying a Customer’s Service Plan ................................................ 3-11Renewing Service Plans ....................................................................... 3-11Assigning Licenses to a Partner ......................................................... 3-12Resetting Passwords ............................................................................. 3-13

Chapter 4: Additional SettingsTrial Forms ...................................................................................................... 4-2Registration Keys ............................................................................................ 4-2

Creating Registration Keys .................................................................... 4-3Voiding Registration Keys .................................................................... 4-4

Generating Reports ........................................................................................ 4-5Partner Transactions .............................................................................. 4-5Customer Transactions .......................................................................... 4-6Customer Summary Report .................................................................. 4-6Service Usage Reports ........................................................................... 4-7Usage Report (Licenses) ........................................................................ 4-7

Email Settings .................................................................................................. 4-8Templates ................................................................................................. 4-8

Table of Contents

iii

Sent Mail ................................................................................................ 4-10Scheduled Emails ................................................................................. 4-11

Chapter 5: BillingProcess Reports .............................................................................................. 5-2

Usage Reports ......................................................................................... 5-2Billing Reports ........................................................................................ 5-4

My Tasks .......................................................................................................... 5-6Managed Service Provider (MSP) or Reseller .................................... 5-6Distributors ............................................................................................. 5-6

Chapter 6: Getting HelpUsing the Support Portal ............................................................................... 6-2

Threat Encyclopedia ...................................................................................... 6-2

Contacting Trend Micro ................................................................................ 6-3Speeding Up the Support Call .............................................................. 6-3

TrendLabs ........................................................................................................ 6-4

IndexIndex .............................................................................................................. IN-1

v

Preface

PrefaceThe Trend Micro™ Licensing Management Platform™ User's Guide provides detailson how to use the platform and perform basic tasks. The preface includes the followingtopics:

• About Trend Micro on page vi

• Audience on page vi

• Document Conventions on page vi

• Product Terminology on page vii


vi

About Trend MicroTrend Micro Incorporated provides virus protection, antispam, and content-filteringsecurity software and services. Trend Micro helps customers worldwide stop maliciouscode from harming their computers.

AudienceThe Trend Micro™ Licensing Management Platform™ User's Guide is written forpartners that use the platform to issue and manage Trend Micro licenses.

Document ConventionsThe Trend Micro™ Licensing Management Platform™ User's Guide uses the followingconventions.

TABLE 1. Document Conventions

CONVENTION DESCRIPTION

ALL CAPITALS Acronyms, abbreviations, and names of certaincommands and keys on the keyboard

Bold Menus and menu commands, command buttons, tabs,and options

Navigation > Path The navigation path to reach a particular screen

For example, File > Save means, click File and then clickSave on the interface

Note Configuration notes

Tip Recommendations or suggestions

Preface

vii

CONVENTION DESCRIPTION

WARNING! Critical actions and configuration options

Product TerminologyThe following terminology is used with this product and in this documentation:

TABLE 2. Product Terminology

TERM DETAILS

Activation Code A numerical code required to enable products/services.You can activate your product/service duringinstallation or anytime after installation. Some servicesare automatically enabled for you and you do not needto enter the Activation Code.

Customer account Accounts created for customers using Trend Microproducts or services. They can use the platform to logon to and view information about their purchasedproducts and services.

License Licenses are purchased from Trend Micro and are validfor a specified period of time. As long as the license isvalid, users can continue to use the product or serviceaccording to the terms specified in the licenseagreement.

Licenses also include details about how many units(seats, endpoints, users, encryption keys) the productor service supports.

Managed Service Provider(MSP) account

An MSP account is a type of partner account.

For details on partner account permissions, seePermissions for Partner Accounts on page 1-9.


viii

TERM DETAILS

Parent account (Tier-1account)

The parent account can create and manage all directaccounts as well as branding settings. The parentaccount has full privileges.

Partner account (Tier-2account)

Partner accounts are for MSPs and resellers. They canmanage licenses for their customers. Their privilegesvary based on settings configured through the parentaccount.


Products/Services Trend Micro offers two types of solutions that can bemanaged with the platform: products and services.

• Products or on-premise products are solutions thatare hosted on-site.

• Services or Software as a Service (SaaS) solutionsare remotely-hosted solutions.

Registration Key Customers use Registration Keys to register productsand set up customer accounts on the platform.

The parent account and MSP accounts can useRegistration Keys to sell and distribute products andservices.

See Registration Keys on page 1-15 for more details.

Reseller account A reseller account is a type of partner account.


Unit Units include seats, endpoints, users, and encryptionkeys. Each license can be used with a certain numberof units. The type of unit depends on the product orservice associated with the license.

1-1

Chapter 1

Introducing the Trend MicroLicensing Management Platform

This chapter provides an introduction to the Trend Micro™ Licensing ManagementPlatform™ . It includes the following topics:

• About the Trend Micro™ Licensing Management Platform™ on page 1-2

• Features and Benefits on page 1-2

• Platform Overview on page 1-5

• Account Types on page 1-7

• Licenses on page 1-11

• Service Plans on page 1-13

• Registration Keys on page 1-15


1-2

About the Trend Micro™ LicensingManagement Platform™

The Trend Micro™ Licensing Management Platform™ enables service providers andother partners to manage and issue licenses for Trend Micro products with ease. Itincludes branding settings you can use to customize the platform.

Trend Micro Licensing Management Platform makes use of service plans with differentlicensing details to satisfy the needs of your customers.

The platform can be used by partners, such as Resellers and Managed Service Providers(MSPs). You can grant them permission to create and assign service plans to theircustomers.

Features and BenefitsWith Licensing Management Platform, service providers can customize productofferings and services. These are some of the key features:

TABLE 1-1. Key Features

FEATURE DETAILS

Branding settings Customize branding settings for your businesspurposes. This includes contact information, the log onpage, and banners visible on the platform.

See Branding Settings on page 2-3 for more details.

Service plans Set up service plans to create subscription terms foryour customers.

See Creating Service Plans on page 2-15 for moredetails.

Customized notification emails Set up different notification emails for your customers.

See Email Template Settings on page 2-10 for moredetails.

Introducing the Trend Micro Licensing Management Platform

1-3

FEATURE DETAILS

Partner accounts

(Tier-2 accounts)

Set up partner accounts for Managed Service Providers(MSPs) and resellers. These accounts can managelicenses purchased by their customers.

See Creating Accounts on page 3-2 for more details.

Usage/Billing Statements Integrated the back-end financial systems toautomatically generate purchase orders or billingstatements from Licensing Management Platform.

What's NewLicensing Management Platform includes the following new features:

FEATURE DETAILS

Usage and Billing • Usage: This version of Licensing ManagementPlatform generates a monthly report of your licenseusage.

• Billing: Licensing Management Platform provides away to generate billing statements for MSPs andResellers and automatically integrates the informationinto the Trend Micro financial systems to complete thebilling process between Trend Micro and thedistributor.

User Roles Added new user role:

• Support Manager: This role can read reports andreset their own password.

• Billing Manager: This role will be responsible for theusage and billing reports.


1-4

FEATURE DETAILS

Email settings Made changes to the navigation menu and added thefollowing settings:

• Templates

• Provided added security for the user by removingthe passwords from the notification emails.

• Added the option to send the account creationemail directly to the customer, immediately aftercreating the account, or a couple of days beforethe license starts.

• Sent Mail: You can check and resend the emails thathave been sent.

• Scheduled Emails: Change the send date of emailsthat have not been sent, or send the emailimmediately.

Previous Release

Previous releases included the following features:

FEATURE DETAILS

Log on page redesign Customize the branding images and welcomemessages that your partners and customers see.

Enhanced permission controlof services/products for certainpartners

MSP accounts can now customize product/serviceaccess permission for certain partners to enablepartner accounts to focus on their specializations.

Edit customer licenses Enhanced the feature where you can edit customerlicences to make it easier to manage licenses.

User Roles You can now assign user roles to specify the settingsaccessible to a user.

Reports Generate reports about partners and customers,transactions, and service usage.


1-5

Platform OverviewAfter signing in, you can use the navigation bar at the top of the screen to get aroundthe platform and perform tasks.

The following table summarizes the different items on the navigation bar and the tasksrelated to each page:

NoteSome of the actions and pages below may not be available to you, depending on yourprivileges. For a complete list of privileges for each account type, see Permissions for Accountson page 1-9.

TABLE 1-2. The Navigation Bar

ITEM SUB ITEMS TASK

Users Partners • Access information and edit settingsfor partner accounts.

• Access account information for partneraccounts.

Customers • Access information and edit settingsfor customer accounts.

• Assign service plans to customeraccounts.


1-6

ITEM SUB ITEMS TASK

Plans and Licenses License Pool • View license information for differentproducts and services.

• Request more licenses.

Service Plans • View and edit service plan settings fordifferent products and services.

• Generate Registration Keys.

Partner LicenseSummary

• Assign product/service licenses topartner accounts.

• Assign licenses to partners.

Registration KeyManagement

• View the status and detailedinformation for Registration Keysassigned to different service plans.

• Void keys that you want to cancel.

Reports PartnerTransactions

• View and export details about partnertransactions.

CustomerTransactions

• View and export details aboutcustomer transactions.

Customer Summary • View and export details aboutcustomer licenses.

Service usage • View and export details about howmuch the customer uses the services.


1-7

ITEM SUB ITEMS TASK

Billing Usage Reports Usage Report provides a way for you tocheck the number of licences youprovisioned, actual units used, and givesyou the option to determine the number ofunits you will be charged, dependent ondistributor approval.

Billing Reports Triggers the Trend Micro billing process.

NoteOnly the parent (tier-1) account hasthis option.

Administration Account Information • View and edit your accountinformation.

• Reset your account password.

Branding • View and edit branding settings.

Email Settings • Templates: Use email templates foremail messages to send to yourcustomers whenever certain eventsoccur.

• Sent Email: Check and resend theemails that have been already sent.

• Scheduled Emails: Change the senddate of emails that have not beensent, or send the email immediately.

Account TypesThe Trend Micro Licensing Management Platform utilizes the following types ofaccounts:


1-8

TABLE 1-3. Key Features

ACCOUNT TYPE DETAILS

Parent Account

(Tier-1 account)

Users with the parent account can create and manageall other accounts as well as branding settings. Theparent account has full privileges.

Partner Account

(Tier-2 account)

Partner accounts are for MSPs and resellers. They canmanage licenses for their customers. Their privilegesvary based on settings determined by the parentaccount.

For details about partner account permissions, seePermissions for Partner Accounts on page 1-9.

Customer Account Customer accounts have permission to view licensinginformation and log on to registered services throughthe platform.

See Email Template Settings for more details.

Logging on is the same for all account types. Open the logon page in your browser, typeyour credentials and click Log On. You should get the logon URL and your credentialsfrom the user with the parent account.

Note

The Licensing Management Platform supports Windows™ Internet Explorer™ (version8.0, 9.0, and 10.0) and Mozilla™ Firefox™ (version 25.0).

MSP and Reseller Accounts

There are two types of partner accounts: Managed Service Providers (MSPs) accountsand Reseller accounts. These accounts have different permissions, summarized in thefollowing table:

Note

The parent account has full permissions.


1-9

TABLE 1-4. Permissions for Accounts

PERMISSION MSP ACCOUNT RESELLER ACCOUNT

Create partner accounts No No

View partner account information No No

Modify partner accounts No No

Create customer accounts Yes Yes

View customer account information Yes Yes

Modify customer account information Yes No

Request licenses from Trend Micro No No

Assign licenses to a partner account No No

View license information Yes No

Create service plans Yes No

Create Registration Keys Yes Yes

View service plan information Yes No

Modify service plans Yes No

Modify branding settings Yes No

Check and resend notification emails Yes No

Manually send pending emails and changesend date

Yes Yes

Customer AccountsUsers with customer accounts have limited privileges. They can:

• see license details, including Activation Codes, for registered products and services.

• view and modify their account information.

• reset their password.


1-10

• register new products/services.

• contact support.

User RolesA user role determines the settings accessible to a user. Licensing Management Platformcomes with a set of built-in user roles that you cannot modify or delete.

Note

Only the administrator can configure roles and accounts.

The built-in roles are as follows:

TABLE 1-5. Settings for Different User Roles

ADMINISTRATOR

CUSTOMERACCOUNTMANAGER

PARTNERACCOUNTMANAGER

LICENSEMANAGER

SUPPORTMANAGER

BILLINGMANAGER

PartnerAccounts

Yes No Yes No No No

CustomerAccounts

Yes Yes No No No No

Licensepool

Yes No No Yes No No

ServicePlans

Yes Only theGenerateRegistration Keyfeature

No Yes No No

Registration Keys

Yes Yes No Yes No No


1-11

ADMINISTRATOR

CUSTOMERACCOUNTMANAGER

PARTNERACCOUNTMANAGER

LICENSEMANAGER

SUPPORTMANAGER

BILLINGMANAGER

Reports Yes Onlycustomerreports

Onlypartnerreports

Yes Yes No

Billing Yes No No No No Yes

Administration

Yes Only theManagemyaccountfeature

Only theManagemyaccountfeature

Only theManagemyaccountfeature

Only theResetPasswordfeature

No

Emails Yes Yes No Yes No No

LicensesEach Trend Micro product or service comes with a license that is valid for a specifiedperiod of time. As long as the license is valid, users can continue to use the product orservice according to the terms specified by the license agreement.

Licensing Methods for Products and ServicesThe way the Licensing Management Platform handles licensing and service plansdepends on the type of solution:

• Services or Software as a Service (SaaS) solutions are remotely-hosted solutions.

• On-premise products are solutions that are hosted on site.

Different licensing options, including the activation policy, depend on the type of TrendMicro solution you are working with.


1-12

TABLE 1-6. Activation Details for Products and Services

PRODUCT/SERVICE TYPE ACTIVATION POLICIES

Services/Software as a Service (SaaS) No AC required: The product/service canbe activated through the platform when thecustomer first logs on or on a specifieddate.

AC required: The product/service can beactivated with an Activation Code.

On-premise products AC required: The product/service cannotbe activated through the platform. It mustbe activated with an Activation Code.

The activation policy is chosen when the service plan is created. For more details, seeService Plans on page 1-13. The type (AC required or AC not required) can be seenunder the Type column of the Service Plans table. The activation policy is notconfigurable for on-premise products because they must be activated with an ActivationCode.

The following products are activated with the product serial number, instead of anActivation Code:

• Trend Micro™ ServerProtect™ for Windows

• Trend Micro™ ServerProtect™ for NetApp

• Trend Micro™ ServerProtect™ for EMC Celerra


1-13

Units

Licenses come with a specified number of units. The type of unit depends on theproduct or service. Units may indicate the number of seats, users, or encryption keys.

Service PlansUse service plans to issue licenses to customers and set up different licensing plans foryour products/services and customers.

You can customize the following service plan settings:

TABLE 1-7. Service Plan Settings

ITEM DETAILS

Service Plan name Choose a service plan name that will help youdistinguish it from other plans.

Product/Service The product or service that the service plan willassign licenses for.

Version type Choose which version of the product to assign,trial or full.

Unit Choose the type of unit to use with this license.This depends on the product or service.

Activation policy Choose to have the license activatedimmediately after assigning the service plan, oronce a user logs on to the product or service.

NoteThis feature is not available for productsor services that use Activation Codes.

Data center Data centers can be added only for partner-hosted services.


1-14

ITEM DETAILS

Trial form Select this option to allow customers to sign upfor this service plan using a trial form.

For more details, see Trial Forms on page4-2.

NoteThis feature is available for trial serviceplans only.

Initial license period The first period of time the service will beavailable for. After this period, the license mustbe renewed or it will expire.

Use the Start Charge Date to delay the start ofthe first billing cycle for this service plan.

Auto-renewal This feature will renew the licenseautomatically.

Start charge date Select this option to specify when to startcharging the customer after they start using theproduct/service.

License period The period of time the license will be valid forafter each automatic renewal. This option isvisible after enabling auto-renewal.

Expiration notification Choose the number of days before the product/service expires that you want the expirationnotification to appear.

The expiration notification is visible in the tableunder Users > Customers. The status willchange from OK to License will expire soon,when the license will expire within the specifiednumber of days or License has expired afterthe expiration date.


1-15

Registration KeysUse Registration Keys to generate licenses and assign service plans to customers. Whenusing Registration Keys:

• You do not have to create accounts for new customers. They will create their ownaccounts after purchasing the product/service.

• You can create Registration Keys ahead of time and sell/distribute them to yourcustomers.

When new customers purchase a Registration Key, they will be asked to create anaccount with the Licensing Management Platform. After creating their account, they willbe able to activate their product/service.

NoteThe activation process depends on the type of license the customer purchased. See LicensingMethods for Products and Services on page 1-11 for more details.

2-1

Chapter 2

Getting StartedThis chapter includes information on how to start using the Trend Micro™ LicensingManagement Platform™ . It includes the following topics:

• Step 1: Getting Started on page 2-2

• Step 2: Setting Up Recommended Settings on page 2-11

• Step 3: Setting Up Licenses on page 2-14


2-2

Step 1: Getting StartedThis shows you what you need to configure to get started using the LicensingManagement Platform.

• Accessing the Platform on page 2-2

• Branding Settings on page 2-3

• Privacy Statement Settings on page 2-8

• End-User License Agreement Settings on page 2-9

• Email Template Settings on page 2-10

Accessing the PlatformAll users, regardless of their account type and permissions, log on to the platformthrough the same sign in page. Just type your credentials and click Sign In. You shouldget the sign in URL and your credentials from the user with the parent account.

Getting Started

2-3

Users will not be able to view settings and options that they do not have privileges tosee. For details on partner account permissions, see Permissions for Partner Accounts on page1-9.

You should obtain the sign in URL and credentials from the user with the parentaccount.

Branding Settings

Use the branding settings to customize the Licensing Management Platform to fit yourbusiness needs. These settings must be configured for the platform to work properlybecause they include your company information that will be visible to your customers.This includes your company name, contact information, and product/service banners.


2-4

Note

Reseller accounts cannot configure branding settings.

Once branding settings have been configured, you can start to manage licenses bycreating service plans and customer accounts.

TABLE 2-1. Configurable settings for the platform

ITEM DETAILS

Logon page title This text appears on the title bar of the web browserwhen you are logged on to the platform.

Getting Started

2-5

ITEM DETAILS

Logon page domain The fully qualified domain name of the platform’s host.The platform redirects users back to this domain whenthey log off.

NoteTrend Micro strongly recommends retaining thedefault value unless requested by Trend Micro.

Logon page message This can be a welcome or marketing message.

Company logo The logo displayed to the left of the banner and shouldmeet the following criteria:

• Height: 55 pixels

• Width: 120 pixels

• Format: GIF

Secondary logo The logo displayed to the right of the banner on theplatform and should meet the following criteria:



• Format: GIF

Welcome page settings The logo displayed from the logon page and shouldmeet the following criteria:



• Format: GIF


2-6

ITEM DETAILS

Company name Your company name. This is also a variable for usewith email templates that you can send to yourcustomers.

NoteAfter modifying the company name, check theEULA and privacy statement settings. Theycontain Trend Micro content by default.

Company address Your company address. This is also a variable for usewith email templates that you can send to yourcustomers.

Support URL Users are directed here by support links on theplatform.

Support telephone The telephone number your customers will use tocontact support.

NoteTrend Micro recommends customizing this valueto make sure that your customers receive propersupport.

Support email The email address your customers will use to contactsupport. The Licensing Management Platform uses thisas the sender’s email address for all messages itsends.

NoteTrend Micro recommends customizing this valueto make sure that your customers receive propersupport.

Getting Started

2-7

TABLE 2-2. Configurable settings for the Product/Service Banner branding

ITEM DETAILS

Service Name The service name visible on the platform.

Product/Service Banner Customization You can customize the:

• Service Banner visible on theproduct/service console.

• Agent Banner visible on the product/service agent.

To configure branding settings:

Procedure

1. Click Administration > Branding > Branding Settings on the navigation bar.

2. From the Licensing Management Platform tab, click the Modify ( ) button.

3. Make the desired changes then click Modify.

4. Click the Product/Service Banner tab.

5. Make the desired changes then click Modify.


2-8

Privacy Statement SettingsYou can set up different privacy statements for different languages. However, you cancreate only one privacy statement for each language.

NoteIf you have branded the Licensing Management Platform to display your company’s name,you should also modify privacy statement settings. By default, the privacy statementdisplays the Trend Micro privacy statement.

To add a privacy statement:

Procedure

1. Click Administration > Branding > Privacy Statement Settings on thenavigation bar.

2. Click the Add ( ) button. Select the language of the privacy statement.

3. Insert the contents of the privacy statement.

4. Click Add.

5. Click Done.

To modify an existing privacy statement:

Procedure

1. Click the Administration > Branding > Privacy Statement Settings on thenavigation bar.

2. Locate the privacy statement you want to modify and click Edit.

3. Make the desired changes.

4. Click Modify.

Getting Started

2-9

5. Click Done.

End-User License Agreement SettingsYou can set up different End User License Agreements (EULAs) for differentlanguages. However, you can create only one EULA for each language.

Note

If you have branded the Licensing Management Platform to display your company’s name,you should also modify the EULA settings. By default, the EULA displays the Trend MicroEULA.

To add a EULA:

Procedure

1. Click Administration > Branding > EULA Settings on the navigation bar.

2. Click the Add ( ) button.

3. Select the service-language combination.

4. Insert the contents of the EULA.

5. Click Add.

6. Click Done.

To modify an existing EULA:

Procedure

1. Click Administration > Branding > EULA Settings on the navigation bar.

2. Locate the EULA to modify and click Modify.


2-10


4. Click Modify.

5. Click Done.

Email Template SettingsUse email templates for email messages to send to your customers whenever certainevents occur.

Note

Carefully review and revise each email template to make sure the information is clear andcomplete. You can generate only one message for each event.

You can enable the option to send the notification email to the customer, eitherimmediately, or a couple of days before the license starts.

For more information, refer to Templates on page 4-8.

To enable an email template:

Procedure

1. Click Administration > Emails > Templates on the navigation bar.


3. Select the email template to add.

Note

Each email template is triggered by a specific event. Refer to templates on page 4-8 formore details. You cannot create any additional email templates.

4. Specify the settings for this template.

Getting Started

2-11

Note

An email message will only be sent to your customers or recipients in the To field ifthe email template is enabled.

5. Modify the default contents to fit your needs.

6. Click Add.

To modify an email template:

Procedure

1. Click Administration > Emails > Templates on the navigation bar.

2. Locate the template you want to modify and click Edit.

3. Make the desired changes. You can use any of the variables available in the list.

Note

All variables are case-sensitive.

4. Click Save.

Step 2: Setting Up Recommended SettingsThe following are optional settings but Trend Micro highly recommends configuringthese settings, if applicable.

• Regional Service Settings on page 2-12

• Data Center Settings on page 2-13


2-12

Regional Service SettingsUse regional service settings to set up different service names for different languages.The regional service name is displayed in the license pool and on the customer landingpage.

NoteRegional service settings are only available for services.

To add a regional service plan:

Procedure

1. Click Administration > Branding > Regional Service Settings on thenavigation bar.


3. Select the service and language for the regional service.

4. Type the regional service name.

5. Click Add.

To modify an existing regional service plan:

Procedure

1. Click Administration > Branding > Regional Service Settings on thenavigation bar.

2. Click Edit next to the regional service plan to modify.


4. Click Save.

Getting Started

2-13

Data Center Settings

Use data center settings to keep track of the data centers used with partner-hostedservices. Data center settings are not configurable for services hosted by Trend Micro.

To add a data center:

Note

You can only add data centers if you have partner-hosted services. Contact Trend Micro ifyou need assistance in setting this up.

Procedure

1. Click Administration > Branding > Data Center Settings.


3. Type the required information.

4. Click Add.

To modify an existing data center:

Procedure

1. Click Administration > Branding > Data Center Settings.

2. Click Edit next to the data center you want to modify.


4. Click Save.


2-14

Step 3: Setting Up LicensesAfter setting up the Licensing Management Platform settings, set up the licenses that theaccounts will use.

• Requesting Licenses from Trend Micro on page 2-14

• Creating Service Plans on page 2-15

Requesting Licenses from Trend Micro

Enable the auto-refill feature to automatically get more licenses whenever the licensesfall below the number you specified or get licenses from Trend Micro only when youneed more.

Note

Only users with the parent account have access to this feature.

To enable the auto-refill feature:

Procedure

1. Click Plans and Licenses > License Pool on the navigation bar.

2. Locate the product or service in the license pool.

3. Under the Minimum Licenses column, type the number of licenses you want tomaintain.

Note

You must select a non-zero number. Putting zero as a value disables the auto-refillfeature.

4. Click the Save ( ) button.

Getting Started

2-15

When the number of remaining licenses is less than the minimum value youselected, the platform will automatically issue 1.5 times the number of theminimum licenses.

To request licenses:

Procedure

1. Click Plans and Licenses > License Pool on the navigation bar.

2. Locate the product or service in the license pool.

3. Click Request under the More Licenses column. The platform automatically adds500 licenses to the license pool.

Creating Service Plans

Create service plans to issue licenses to customers and set up different licensing plansfor your products/services and customers.

To create a new service plan:

Procedure

1. Click Plans and Licenses > Service Plans.

2. Click the New Service Plan ( ) button.

3. Type all the required service plan information.

4. Click Add.


2-16

To modify service plan settings:

Procedure


2. Click the Edit policy ( ) button next to the service plan you wish to change.


4. Click Save.

3-1

Chapter 3

Managing AccountsThis chapter includes details on creating and managing accounts in Trend Micro™Licensing Management Platform™ . It includes the following topics:

• Creating Accounts on page 3-2

• Making Changes to Accounts on page 3-7


3-2

Creating AccountsCreate accounts to keep track of partner/customer information and service plans. Youcan add accounts one at a time or import a list:

• Adding a Customer Account on page 3-3

• Setting Up the CSV File Using the Provided Template on page 3-4

• Importing Customer Accounts From a List on page 3-5

• Creating a Partner Account on page 3-5

• Creating Accounts With Registration Keys on page 3-6

You can add the following information when adding accounts:

TABLE 3-1. Account Information

ITEM PARTNER CUSTOMER

Company* Yes Yes

Company type* Yes No

Street address Yes Yes

City* Yes Yes

State* Yes Yes

Postal code Yes Yes

Country Yes Yes

Notes Yes Yes

Account* Yes Yes

User role* Yes Yes

Contact person* Yes Yes

Telephone number Yes Yes

Managing Accounts

3-3

ITEM PARTNER CUSTOMER

Email* Yes Yes

Time zone Yes Yes

Language Yes Yes

*Required information

Adding a Customer Account

Procedure

1. Click Users > Customers on the navigation bar.

2. Click the Create customer ( ) button.

3. Provide the required account information.

4. Specify if you want the system to send the email notification immediately, or uponthe date you set.

5. Click Assign Service Plan.

Tip

Click Skip to Complete if you want to postpone assigning a service plan to thiscustomer.

6. Choose the desired service plan and license start date.

7. Choose the number of units to assign to each license.

Note

The type of unit depends on the type of product or service the plan is for. It may bethe number of seats or encryption keys for each license.

8. Click Add Service Plan.


3-4

If you decide to add a service plan to an existing customer account at a later time,see Modifying a Customer’s Service Plan on page 3-11.

Setting Up the CSV File Using the Provided Template

Procedure

1. Click User > Customers on the navigation bar.

2. Click the Create multiple customers ( ) button.

3. Click Download a sample XLS file and save the file to your machine.

Tip

Use this XLS file to generate the CSV file for import. You should save the XLS fileto the same directory that you want to import the CSV file from.

4. Open the downloaded XLS file.

5. Ensure that content is enabled by following the steps outlined on the Instructionsworksheet in the XLS file.

6. Fill in the required fields on the Consumer Data worksheet. Do not fill in theLicense Start Date for service plans that are set to activate upon customer log on.

Note

All service plan names should be identical with those on the platform. Double-bytecharacters are allowed.

7. Double click the Save as CSV file.

Note

The CSV file is saved in the same directory as the XLS file.

Managing Accounts

3-5

Importing Customer Accounts From a List

Procedure

1. Click User > Customers on the navigation bar.

2. Click the Create multiple customers ( ) button.

TipYou can download a template for importing customer accounts, see To set up the CSVfile using the provided template: on page 3-4 for details. If you are uploading your own file,ensure the column names are the same as those provided in the template and that alldates are in the yyyy-mm-dd format.

3. Click Browse... and choose a CSV file to import. Click Upload.

NoteYou can add up to 100 entries with each import.

4. Review the uploaded information. If there are any errors, select Export Errors togenerate a list that you can correct and import later.

5. Click Create to finish importing accounts.

The platform includes an XLS template that you can use to make a CSV file forimport.

NoteYou can add up to 100 entries with each import.

Creating a Partner Account

Procedure

1. Click Users > Partners.


3-6

2. Click the Create partner ( ) button.

3. Provide the required account information.

4. Click Assign Service Plan.

Tip

Click Skip to Complete if you want to postpone assigning a service plan to thiscustomer.

5. Choose the vendor, product or service, version type, and the number of licenses toassign.

6. Click Next.

7. Click Yes to confirm the change you want to make.

Creating Accounts With Registration KeysYou can issue Registration Keys to customers whether they have accounts on theLicensing Management Platform or not. New customers can use their Registration Keysto log on to the platform and then create accounts.

If you are delivering Registration Keys manually or through email, you should alwaysinclude the following information:

• The unique logon URL for your account

• The product/service Registration Key

Tip

Configure email template settings before issuing Registration Keys. See Email TemplateSettings on page 2-10, for more details.

New customers will use the logon URL you provided and their Registration Key tocreate an account. Returning customers should log on to their existing accounts andclick the registration link on the right side of the page under My Account.

Managing Accounts

3-7

Making Changes to AccountsYou can modify customer and partner accounts, depending on your privileges. Here aresome of the things you can do:

• Changing Account Information on page 3-7

• Removing User Roles on page 3-8

• Enabling and Disabling Accounts on page 3-9

• Assigning Service Plans on page 3-10

• Modifying a Customer’s Service Plan on page 3-11

• Renewing Service Plans on page 3-11

• Assigning Licenses to a Partner on page 3-12

• Resetting Passwords on page 3-13

Changing Account Information

You can change some account information except for the account name.

To modify a customer account:

Procedure


2. Click the customer account to modify.

3. Click Edit on the customer profile.


5. Specify if you want the system to send the email notification immediately, or uponthe date you set.


3-8

6. Click Save.

To modify a partner account:

Procedure

1. Click Users > Partners.

2. Locate and click the account in the table.

3. Click the Modify ( ) button or the Edit button beside the account name.


5. Click Save.

Removing User RolesBy default, each account is assigned a user role. You can use the default, administrator,or you can change the user role for the account. But you can also remove the user rolefor an account.

WARNING!Removing the user role will prevent this user from accessing Licensing ManagementPlatform. However, they can still access other Trend Micro services associated with thisaccount.

To remove user roles:

Procedure

1. Click Users > Customers or Partners on the navigation bar.

2. Locate and click the account in the table.

3. Click Edit beside the account name.

Managing Accounts

3-9

4. Click Remove role and permission.


Enabling and Disabling AccountsBy default, accounts are enabled upon creation. However, administrators can disable andenable customer and partner accounts.

WARNING!Disabling the user account will prevent this user from accessing Licensing ManagementPlatform and other Trend Micro services associated with this account.

To enable or disable a customer account:

Procedure


2. Click the customer account that you want to enable or disable.

3. Click the Modify ( ) button or the Edit button beside the account name.

4. Select Enabled or Disabled.

5. Click Save.

To enable or disable a partner account:

Procedure

1. Click Users > Partners on the navigation bar.

2. Locate the account in the table and click the enable ( )/disable ( ) icon, next tothe account name.


3-10


Assigning Service Plans

To assign a service plan to a customer:

Procedure


2. Click the customer account that you want to add a service plan to.

3. Scroll down and click the Assign Service Plan to Customer ( ) button.



NoteThe type of unit depends on the type of product or service the plan is for. It may bethe number of seats or encryption keys for each license.

6. Click Save.

To assign a service plan to a partner:

Procedure

1. Click Plans and Licenses > Service Plans on the navigation bar.

2. Click the Assign to Partner ( ) button.

3. Choose the company.

4. Click Save.

Managing Accounts

3-11

Modifying a Customer’s Service Plan

After creating and assigning a service plan to a customer, you can modify the followingsettings:

• Units per license

• License expiration date

• Auto-renewal settings including the license period for renewals

• The expiration notification

Note

You cannot modify service plans for trial licenses.

To renew a license, change the license expiration date.

To modify a customer’s service plan:

Procedure


2. Click the customer account you want to modify.

3. Scroll down and click Edit on the service plan you want to modify.


5. Click Save.

Renewing Service Plans

If a customer’s service plan has expired or they purchased additional service plans, youcan modify the license period for the service plan.


3-12

To renew a service plan:

Procedure


2. Click the customer account you want to modify.

3. Scroll down to the License Assignment table.

4. Click Edit on the service plan you wish to renew.

TipYou can adjust the license period for auto-renewal from this screen.

5. Type a new expiration date.

6. Click Save.

Assigning Licenses to a Partner

To assign licenses to a partner account:

Procedure

1. Click Plans and Licenses > Partner License Summary.

2. Click the Assign licenses to partner ( ) button.



NoteThe type of unit depends on the type of product or service the plan is for. It may bethe number of seats or encryption keys for each license.

Managing Accounts

3-13

5. Click Save.

Resetting PasswordsCustomers and partners who want to reset their passwords should click the Forgot yourpassword? link on the logon page. Be sure you enabled the reset password emailtemplate. See Email Template Settings on page 2-10 for more details.

4-1

Chapter 4

Additional SettingsThe Trend Micro™ Licensing Management Platform™ utilizes service plans to help youmanage licenses for the Trend Micro products and services that you sell. This chapterincludes details on how to manage licenses and service plans. It includes the followingtopics:

• Trial Forms on page 4-2

• Registration Keys on page 4-2

• Generating Reports on page 4-5


4-2

Trial FormsEnable trial forms to allow customers to sign up for trial service plans.

To set up a trial form:

Procedure

1. Select Enable trial form for this service plan during service plan creation.

2. Once the service plan is created, the trial form URL is displayed. Copy this URL.

3. Distribute this URL to customers that you want to sign up for the service plan.

The form URL is also visible by accessing the service plan details.

To view the URL for a trial form:

Procedure


2. Click the Edit policy ( ) button next to the service plan you wish to view.

3. View the trial form URL in the table properties.

For existing service plans, you can choose to enable or disable trial forms bymodifying the service plan details. For details, see Service Plans on page 1-13.

Registration KeysCreate or void registration keys depending on your business needs.

Additional Settings

4-3

Creating Registration KeysYou must create a service plan before creating Registration Keys. See Creating ServicePlans on page 2-15.

You can choose to create a set of Registration Keys for one specific service plan ormultiple sets for different service plans.

To create a single set of Registration Keys:

Procedure


2. Click the Generate Registration Keys ( ) button beside the service plan.

3. Specify the number of number of units and registration keys, and a description.

4. Click Generate.


TipClick Export to generate a text file containing a list of the Registration Keysgenerated.

To modify service plan settings:

Procedure


2. Click the Generate Registration Keys ( ) button next to the service plan youwish to change.

3. Specify the customer’s company name, email address, service plan, number ofRegistration Keys to generate, and number of units for each license.


4-4

Note

If you want to add more Registration Keys, click Add Ten Lines.

4. After adding all the information, click Create Registration Keys.

5. The Registration Keys are generated and visible in the table.

Tip

Click Email Customers to send the customers the email template for dispatchingRegistration Keys (see Email Template Settings on page 2-10) or click Export to create aCSV file with this data.

Voiding Registration Keys

You can void or cancel a Registration Key after generating as long as the key has notbeen used.

To void a Registration Key:

Procedure

1. Click Plans and Licenses > Registration Key Management on the navigationbar.

2. Click the checkbox to the left of each Registration Key that you want to void.

Tip

You can filter the visible Registration Keys by service plan or status. You can alsosearch for keywords such as the customer email, company name, or anything you mayhave entered in the description.

3. Click the Void ( ) button.

Additional Settings

4-5

WARNING!Voided Registration Keys can no longer be restored nor used for registration.


Generating ReportsYou can generate several types of reports on the Licensing Management Platform.

NoteThese reports only show the data for full version service plans.

These are:

• Partner Transactions on page 4-5

• Customer Transactions on page 4-6

• Service Usage Reports on page 4-7

• Usage Report (Licenses) on page 4-7

Partner TransactionsThe partner transaction report lists transactions for partner services like Worry FreeRemote Manager.

To create this report:

Procedure

1. Click Reports > Partner Transactions on the navigation bar.

2. Specify the start date, end date, and/or transaction type.


4-6

3. Click Query. Alternatively, you can also click Export as Excel to save an XLS fileof this report.

Customer Transactions

The customer transaction report lists customer transactions like new service planassignments, and service plan changes.


Procedure

1. Click Reports > Customer Transactions on the navigation bar.

2. Specify the start date, end date, and/or transaction type.


Customer Summary Report

The customer summary report provides all customer information and service usageinformation. You can also choose from several default categories to filter theinformation.


Procedure

1. Click Reports > Customer Summary on the navigation bar.

2. Specify the start date, end date, and transaction type.

Additional Settings

4-7


Service Usage ReportsThe customer transaction report lists customer transactions like new service planassignments, and service plan changes.


Procedure

1. Click Reports > Service Usage on the navigation bar.

2. Specify the start date, end date, and service.


Usage Report (Licenses)Licensing Management Platform provides monthly reports on the licenses used andbilled. You can use this data to track the monthly licensing activity.

Generating the Usage Report

Procedure

1. Click Billing on the navigation bar.

2. Select a report cycle date.

3. Optionally specify a status or partner name.

4. Click Query.


4-8

The report will display.

5. Click Export Reports.

Email SettingsLicensing Management Platform uses default email templates and variables whensending notification emails. This means that the system queries the database to generatethe email for every customer. To get the information, you need to refer to the emailnotification sent by the system.

If you are unable to find the email in your inbox, you can locate the email in the systemand resend the notification email if it had already been sent. If the email has not beensent, you can check the scheduled mails on page 4-11 and send the email immediately orchange the date.

TemplatesUse email templates for email messages to send to your customers whenever certainevents occur. The following email templates are available:

NoteCarefully review and revise each email template to make sure the information is clear andcomplete. You can generate only one message for each event.

You can enable the option to send the notification email to the customer, eitherimmediately, or a couple of days before the license starts.

Additional Settings

4-9

TABLE 4-1. Email Templates

EMAIL TEMPLATE TRIGGER

[Global Setting] AccountCreated

A partner creates an account for a customer.

NoteFor additional security, Trend Micro has removedpasswords from the account creation emails. Anypassword variable included in the email will onlyshow the variable as a text.

[Global Setting] PasswordChanged

A partner sends a reset-password email to a customer.

[AC Not Required] LicenseAdded

A partner assigns a service plan to a customer.Product/Service activation does not require anActivation Code.

[AC Not Required] LicenseModified

A partner modifies a customer’s service plan. Product/Service activation does not require an Activation Code.

[AC Not Required] LicenseDiscontinued

A customer’s service plan expires. Product/Serviceactivation does not require an Activation Code.

[AC Not Required] RegistrationRequired

A partner sends a Registration Key to a customer.Product/Service activation does not require anActivation Code.

[AC Not Required] FinishedRegistration (New Account)

A new customer uses a Registration Key to create anaccount on the platform. Product/Service activationdoes not require an Activation Code.

[AC Not Required] FinishedRegistration (Existing Account)

An existing customer uses a Registration Key to add anew product/service to the platform. Product/Serviceactivation does not require an Activation Code.

[AC Required] License Added A partner assigns a service plan to a customer.Product/Service activation requires an Activation Code.

[AC Required] LicenseModified

A partner modifies a customer’s service plan. Product/Service activation requires an Activation Code.


4-10

EMAIL TEMPLATE TRIGGER

[AC Required] LicenseDiscontinued

A customer’s service plan expires. Product/Serviceactivation requires an Activation Code.

[AC Required] RegistrationRequired

A partner sends a Registration Key to a customer.Product/Service activation requires an Activation Code.

[AC Required] FinishedRegistration (New Account)

A new customer uses a Registration Key to create anaccount on the platform. Product/Service activationrequires an Activation Code.

[AC Required] FinishedRegistration (Existing Account)

An existing customer uses a Registration Key to add anew product/service to the platform. Product/Serviceactivation requires an Activation Code.

All of the email templates come with a default message.

Sent Mail

Trend Micro Licensing Management Platform gives you the option of checking theemails that have been sent for the last 90 days and resend it to you or your client. Thisenables the recipient to get and use the latest information from the database or receiveanother copy of the template if the user is unable to locate the original email.

Procedure

1. Click Administration > Emails > Sent Mail on the navigation bar.

2. Search for the email that had already been sent. You can specify any of thefollowing:

• Date range for the time the email notification was sent

• Template name

• Company name

• Type of email

3. Click Query.

Additional Settings

4-11

4. Select the email.

5. Click Send.

Scheduled Emails

When creating user accounts, you have the option of sending the emails immediately, oruntil the date you specify. Use scheduled email to check notification emails if you havealready created the account and want to change the date that the system will send thenotification email. You can search for a specific email and change the send date or clickSend to immediately send the email to the specified recipients.

Procedure

1. Click Administration > Emails > Scheduled Emails on the navigation bar.

2. Search for the email that is still in the queue. You can specify any of the following:

• Date range for the date the email notification should have been sent

• Template name

• Company name

• Type of email

3. Click Query.

4. Select the email.

5. Do any of the following:

• Click Send Now.

• Click Change the Send Date and select a new date that the notificationemail should be sent then click Save.

5-1

Chapter 5

BillingTrend Micro™ Licensing Management Platform™ automatically generates usage andbilling reports integrated with Trend Micro systems.

NoteThis feature will only be available for certain regions.

It includes the following topics:

• Process Reports on page 5-2

• My Tasks on page 5-6


5-2

Process ReportsTrend Micro™ Licensing Management Platform™ provides several reports within anintegrated system that help Managed Service Providers (MSPs), Resellers, andDistributors process the usage and billing faster and more accurately.

The two reports are:

• Usage Reports on page 5-2

• Billing Reports on page 5-4

Usage Reports

Licensing Management Platform provides a way for you to check the number of licensesyou provisioned, actual units used, and gives you the option to determine the number ofunits you will be charged, dependent on distributor approval.

This report will then undergo an approval process wherein you check the followingdetails:

• Product/service: The name of the product or service that you allocated licensesfor.

• Provisioned units: The number of units you allocated for this specific product/service.

• Used units: The number of units that were actually used for this billing cycle.

Note

If this field is blank, the default value of the chargeable units will be the provisionedunits.

• Over provisioned: The percentage of units that were not used to the units youallocated.

• Chargeable units: The number of units that will be charged to your account.

Billing

5-3

NoteIf there is a discrepancy, the warning icon will appear. Check the details and add acomment to specify a reason for the discrepancy.

• Comments: Notes or comments regarding changes made or discrepanciesregarding the items on the list

Step 1: Notification

Starts the process by sending a notification to the partner (Tier-2) account that the usagereport for the month is already available. The partner account can either copy the URLin the email or open the Licensing Management Platform account and access the reportdirectly from the website.

Step 2: Verification

The partner account can open the report and make sure the information is correct. Thepartner account can also do any of the following:

NoteIf there is no action taken, the system will automatically submit this form after a specifictime.

• Submit the report to the Parent (Tier-1) account without making any changes.

• Change the number of chargeable units and add a comment to explain why.

• If there is a discrepancy, the warning icon will appear. Check the details and add acomment to specify a reason for the discrepancy.

• Save a draft.

Step 3: Validation

After the partner account submits the report to the parent account, the report willproceed to validation. If there is a discrepancy, the parent account can do the following:


5-4

• Reject the report and specify a reason why. If this happens, the report will revertback to the partner. The partner account can make the necessary changes orcontact the parent account directly.

• Accept the report.

Step 4: BillingAfter the submission and approval process, the report will proceed to billing forapplicable charges.

NoteDepending on the type of account you have, you might be able to see Billing Reports andcheck to see if it has been processed and sent to Trend Micro.

Billing ReportsLicensing Management Platform provides a way to generate billing statements for MSPsand Resellers and automatically integrates the information into the Trend Micro financialsystems to complete the billing process between Trend Micro and the distributor.

• PO number: Specify the purchase order number

• Chargeable units: The number of units that will be charged to your account

• Unit price: The suggested price per unit

• Channel margin: The percentage difference between the amount charged tocustomers and the amount that the parent (tier-1) account will pay Trend Micro.

NoteThe system automatically generates the unit price and channel margin from TrendMicro systems. However, the Managed Service Providers (MSPs) and Reseller'saccounts should have the complete information, including the company name,company address, and country code.

Additionally, both value for the channel margin and unit price can only be changedonce the bid desk number has been entered.

Billing

5-5

• Bid desk number: Specify the partner pricing code.

Note

Make sure the bid desk number follows the 11-A1A-11111-A format. Once theverified bid desk number has been entered, the unit price and channel margin valuescan be changed.

Step 1: Verification

Verify the usage information for that month. This billing will include the products thatwill be charged to the distributor’s account. The distributor will also have to add specificinformation like the purchase order number and the bid desk number.

The distributor can do the following:

• Click Submit to send the billing information to Trend Micro to start processingthe purchase order or billing statement. Trend Micro may automatically submit thereport within a specific number of days if the report is not submitted manually.

• Click View Usage Report to verify the usage report information for this billingreport.

• Click Refresh Unit Price & Channel Margins to get the updated unit price andchannel margin from Trend Micro.

Step 2: Validation

The validation stage of the process will be done by Trend Micro. The different statusesare:

• Submitted: The billing report has been submitted to Trend Micro but has notbeen validated by Trend Micro.

• Completed: The billing report has already been validated by Trend Micro.

• Refer to Distributor: Trend Micro rejected the billing report. The billing reportdetails should contain the reason why the report was rejected. This also means that


5-6

the distributor has to look at the details, verify, and then submit the report toTrend Micro again.

My TasksThe Usage and Billing reports have different stages but not all accounts will go througheach stage. Your tasks vary depending on your account:

• Managed Service Provider (MSP) or Reseller on page 5-6

• Distributors on page 5-6

Managed Service Provider (MSP) or Reseller

Managed Service Providers (MSPs) or Reseller accounts can only see the Usage Reportsection. This defines the steps you need to do:

Procedure

1. You will receive a notification that your usage report is available.

2. Log on to the Licensing Management Platform console.

3. Go to Billing > Usage Reports and check your pending reports.

4. After you’ve verified the data, click Submit.

5. If the parent or distributor account accepted the report, the process ends here untilthe distributor gives you a billing statement. However, if the parent or distributoraccount rejected the report, you repeat steps 2 and 3 again.

Distributors

Only Parent (Tier-1) or distributor accounts can see both Usage Reports and BillingReports. These are the steps they need to go through:

Billing

5-7

Procedure

1. Log on to the Licensing Management Platform console.

2. Go to Billing > Usage Reports and validate the reports submitted by the MSP orreseller.

3. You can do either of the following:

• Accept the report without changing anything. The report will proceed tobilling.

• Reject the report and add comments indicating why the report was rejected.

4. Go to Billing > Billing Reports and open the accepted report.

NoteIf there are items that still needs verification, you can click Restart the UsageProcess.

5. Specify the PO number and bid desk number.

6. Click Submit.

The status of the billing will change depending on which stage of the process it iswith Trend Micro.

If the status is Submitted or Completed, you do not have to do anything else.However, if the status is Refer to Distributor, you need to verify some additionalitems.

7. If Trend Micro approved everything, you will receive an invoice from Trend Micro.

6-1

Chapter 6

Getting HelpThis chapter includes details on how to get additional help while working with TrendMicro™ Licensing Management Platform™ . It includes the following topics:

• Using the Support Portal on page 6-2

• Threat Encyclopedia on page 6-2

• Contacting Trend Micro on page 6-3

• TrendLabs on page 6-4


6-2

Using the Support PortalThe Trend Micro Support Portal is a 24x7 online resource that contains the most up-to-date information about both common and unusual problems.

Procedure

1. Go to http://esupport.trendmicro.com.

2. Select a product or service from the appropriate drop-down list and specify anyother related information.

The Technical Support product page appears.

3. Use the Search Support box to search for available solutions.

4. If no solution is found, click Submit a Support Case from the left navigation andadd any relevant details, or submit a support case here:

http://esupport.trendmicro.com/srf/SRFMain.aspx

A Trend Micro support engineer investigates the case and responds in 24 hours orless.

Threat EncyclopediaMost malware today consists of "blended threats" - two or more technologies combinedto bypass computer security protocols. Trend Micro combats this complex malware withproducts that create a custom defense strategy. The Threat Encyclopedia provides acomprehensive list of names and symptoms for various blended threats, includingknown malware, spam, malicious URLs, and known vulnerabilities.

Go to http://www.trendmicro.com/vinfo to learn more about:

• Malware and malicious mobile code currently active or "in the wild"

• Correlated threat information pages to form a complete web attack story

• Internet threat advisories about targeted attacks and security threats

http://esupport.trendmicro.com

http://esupport.trendmicro.com/srf/SRFMain.aspx

http://www.trendmicro.com/vinfo

Getting Help

6-3

• Web attack and online trend information

• Weekly malware reports.

Contacting Trend MicroIn the United States, Trend Micro representatives are available by phone, fax, or email:

Address Trend Micro, Inc. 10101 North De Anza Blvd., Cupertino, CA 95014

Phone Toll free: +1 (800) 228-5651 (sales)

Voice: +1 (408) 257-1500 (main)

Fax +1 (408) 257-2003

Website http://www.trendmicro.com

Email address [email protected]

• Worldwide support offices:

http://www.trendmicro.com/us/about-us/contact/index.html

• Trend Micro product documentation:

http://docs.trendmicro.com

Speeding Up the Support CallTo improve problem resolution, have the following information available:

• Steps to reproduce the problem

• Appliance or network information

• Computer brand, model, and any additional hardware connected to the endpoint

• Amount of memory and free hard disk space

• Operating system and service pack version

http://www.trendmicro.com

mailto:[email protected]

http://www.trendmicro.com/us/about-us/contact/index.html

http://docs.trendmicro.com


6-4

• Endpoint client version

• Serial number or activation code

• Detailed description of install environment

• Exact text of any error message received.

TrendLabsTrendLabs℠ is a global network of research, development, and action centers committedto 24x7 threat surveillance, attack prevention, and timely and seamless solutions delivery.Serving as the backbone of the Trend Micro service infrastructure, TrendLabs is staffedby a team of several hundred engineers and certified support personnel that provide awide range of product and technical support services.

TrendLabs monitors the worldwide threat landscape to deliver effective securitymeasures designed to detect, preempt, and eliminate attacks. The daily culmination ofthese efforts is shared with customers through frequent virus pattern file updates andscan engine refinements.

Learn more about TrendLabs at:

http://cloudsecurity.trendmicro.com/us/technology-innovation/experts/index.html#trendlabs



IN-1

IndexAaccount

accountreseller, 1-8

customer, 1-9MSP, 1-8MSPs, viiparent, viiipermissions, 1-8reseller, viii

account information, 1-7, 3-2, 3-3account types, 1-8Activation Code, viiactivation policy, 1-13administration, 1-7

branding, 2-3data center settings, 2-13license agreement, 2-9privacy statement, 2-8regional service settings, 2-12

administrator, 1-10, 1-11agent banner, 2-7auto-refill, 2-14

Bbilling, 1-3, 1-7, 5-1, 5-4billing manager, 1-3, 1-10, 1-11branding, 1-2, 1-7, 2-3browser, 1-8

Cchargeable, 5-2company logo, 2-5csv, 3-4customer account, vii

customer account manager, 1-10, 1-11customer information, 3-2, 3-3customer summary, 1-6customer transactions, 1-6

Ddata center, 1-13data center settings, 2-13document conventions, vi

EEmail, 1-7email templates, 1-4email template settings, 2-10, 4-8encryption keys, 1-13EULA, 2-9

FFirefox, 1-8

IInternet Explorer, 1-8

Llicense, vii

auto-refill, 2-14request, 2-15

license agreement, 2-9license manager, 1-10, 1-11license period, 1-14license pool, 1-6, 2-14licenses, 1-11

activation, 1-12activation code, 1-12request, 2-14


IN-2

MManaged Service Provider, viiMSPs, vii

Nnavigation bar, 1-5–1-7notification

expiration, 1-14notifications, 1-2

Oover provisioned, 5-2

Pparent account, viii, 1-8partner account, 1-8partner account manager, 1-10, 1-11partner information, 3-2, 3-3partner license summary, 1-6partner transactions, 1-6passwords

reset, 3-13platform, 2-2privacy statement settings, 2-8provisioned, 5-2

Rregional service settings, 2-12Registration key, viiiregistration keys, 1-15, 3-6, 4-2Registration Keys, 1-6reports, 1-6, 4-5

billing, 5-4usage, 5-2

reseller, viiirole, 1-10, 1-11

billing manager, 1-10, 1-11customer account manager, 1-10, 1-11

license manager, 1-10, 1-11partner account manager, 1-10, 1-11support manager, 1-10, 1-11

rolesbilling manager, 1-3support manager, 1-3

Sserial number, 1-12ServerProtect, 1-12service banner, 2-7service plan

renew, 3-11service plans, 1-2, 1-6, 1-13, 2-15service usage, 1-6support

knowledge base, 6-2resolve issues faster, 6-3TrendLabs, 6-4

support manager, 1-3, 1-10, 1-11

Ttasks

distributor, 5-6msp, 5-6

templates, 1-7Tier-1, viiiTrendLabs, 6-4Trend Micro

about, vitrial forms, 1-14, 4-2

Uunit, 1-13units, viii, 1-13usage reports, 1-7user roles, 1-10

Index

IN-3

Vversion type, 1-13

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