Trend Micro has announced its service level agreement (SLA) for India recently for customers who enroll for its premium service program (PSP). This program has four layers -- Silver, gold, platinum and diamond. The SLA is available to all layers except for the silver customers.

Under the agreement, an eligible customer can submit a virus-infected file to Trend Micro Labs. Trend will then send back a fully tested patent file to the customer, within 2 hours. "If we do not give the patent file in two hours, then our financial department will reimburse the customer," says Shams Islam, Technical Consultant, Trend Micro.

A gold customer can get $1000 per incident, while the platinum and diamond customers get $2000 and $ 3000 respectively.

"The PSP program has been introduced to give customers proactive, personalized and faster response," informs Shams, "and the SLA will only complement it." The program is targeted at corporates who need to have a virus-free, 24x7 network uptime. He hopes that with the SLA agreement, more and more corporates can now be recruited for the PSP program.

The pricing structure for the PSP structure has three slabs. Silver customers have to pay $ 17,000; while the Gold and Platinum customers pay $ 30,000 and $ 45,000 respectively.

VINITA BHATIA