Trellix Thrive Flex Services Catalog
Last Updated: June 2, 2026
Overview
The Flex Services Catalog allows customers to select from various professional services. To request this service, please contact your Customer Success Manager.
Disclaimer
Each service within our catalog is designed with a specific intent and outcome in mind. To maintain the integrity and efficacy of our services, it is imperative for activities to stay within the designated scope. For instance, a health check service will concentrate solely on the evaluation of current configurations and will not involve the deployment of new technologies.
Moreover, there exists an expectation for customers to fulfil service prerequisites before service delivery. Meeting these prerequisites is paramount to guaranteeing the anticipated outcome and ensuring time efficiency. Additionally, every service is sized according to a standard scope. The Flex Credit description enclosed for each service offering states the entire, complete, and full value of what is being provided. Depending on the unique needs and scale of the customer environment, additional credits might be necessary to achieve the desired outcome beyond the established service guardrails. We encourage customers to engage with our team to ascertain clarity and alignment on scope, prerequisites, and potential credit implications. As a global prerequisite for customers to take advantage of the Flex services offerings, customers are required to have purchased Trellix Thrive Advanced or Elite programs and have access to available Flex credits to spend on these services.
Solutions Services
Deployment Configuration Tuning Integration Automation Health Services
Deployment
Deployment Assistance Migration / Displacement Validation Check
Deployment Assistance
Reference Number: Flex-D001
Flex Credits: 2
Description: New deployment, configuration, deployment augmentation, deployment checks of an appliance, sensor, or agent package required to enable functionality in the Trellix platform.
Value: Maximizing the full potential of the Trellix security solutions platform helps organizations to gain the edge over adversaries, and deployment assistance can help get you there. Whether its augmentation of network visibility and detection with a new sensor, additional endpoint coverage, or a validation of an existing deployment, this service is designed to provide optimal value from your Trellix solutions.
Covered Solutions: SecOps, Endpoint, Data Protection, Email, Network
Prerequisites:
Account permissions and access required for the activity
Necessary ports and protocols enabled and ready for utilization
DNS, IP assignments, firewall policy configurations, physical layer cabling, Etc.
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Migration / Displacement
Flex Credits: 2 (simple) / 10 (complex)
Reference Number: Flex-D002
Description: Migrating from another endpoint or XDR solution or displacing an existing competitor solution.
Value: As you migrate and adopt the new Trellix solution to replace a previous endpoint or XDR solution, the Migration / Displacement service can help you get current configurations captured and implemented in your new Trellix solution. Examples of migrated content are whitelist/blacklist, exceptions lists, configurations and policy related settings, policy structures, and more.
Covered Solutions: SecOps, Endpoint
Prerequisites:
Account permissions and access required for the activity
Necessary ports and protocols enabled and ready for utilization
DNS, IP assignments, firewall policy configurations, physical layer cabling, Etc.
Assessment of policy settings to be converted to new platform solutions
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Delivered outcome
Summary correspondence with reference materials
Validation Check
Flex Credits: 2
Reference Number: Flex-D003
Description: In an existing deployment requiring a check on a solution to ensure proper visibility. This can include:
-Network/Email traffic
-Data ingest
-Agent connectivity
Value: Our Validation Check service is an essential tool for organizations to ensure the effectiveness and efficiency of their existing security deployments. Focused on critical areas such as network/email traffic, data ingest, and agent connectivity, this service provides assessment to confirm that your security solutions are functioning optimally and providing the necessary visibility. Whether it’s verifying the integrity of network traffic analysis, ensuring reliable data ingestion, or confirming seamless agent connectivity, our service offers peace of mind that your security infrastructure is performing as intended. By identifying and addressing any gaps or inefficiencies, the Validation Check service not only enhances your security posture but also optimizes system performance, ensuring that your organization is fully protected and making the most of its security investments.
Covered Solutions: SecOps, Endpoint, Network, Email
Prerequisites:
Necessary account access and credentials to the systems and services in scope
Ability to execute commands and/or tools against in scope technologies for data collections
Architecture details where applicable for network, Email, XDR, and Endpoint solutions
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Configuration
Configuration Assistance
Reference Number: Flex-C001
Flex Credits: 2
Description: Configuration assistance from a Trellix Expert on one of the following topics:
Dashboards & Reporting
System Monitoring
Data Parsing
Rule Development
RBAC Configuration
Policy Configuration
Module Enablement
Appliance Back ups
Value: Maximizing the full potential of the Trellix security solutions platform helps organizations to gain the edge over adversaries, and deployment assistance can help get you there. Whether its augmentation of network visibility and detection with a new sensor, additional endpoint coverage, or a validation of an existing deployment, this service is designed to provide optimal value from your Trellix solutions.
Covered Solutions: SecOps, Endpoint, Data Protection, Email, Network
Prerequisites:
Account permissions and access required for the activity
Understanding and concept of desired outcome
Parsing requirements, rule logic, policy requirements, dashboard requirements, Etc.
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Custom IOC
Reference Number: Flex-C002
Flex Credits: 4
Description: Develop and tune custom IOCs for specific detection use cases.
Value: Our Custom IOC (Indicator of Compromise) Service is tailored to enhance your cybersecurity detection capabilities by developing and fine-tuning bespoke IOCs for your specific needs. This service offers a targeted approach to threat detection, ensuring that your security systems are not just relying on generic indicators but are equipped with customized IOCs designed to identify specific threats relevant to your unique environment. By focusing on your particular use cases, we provide a more precise and effective way to monitor potential security breaches, reducing false positives and improving overall threat detection accuracy. This service is invaluable for organizations seeking to strengthen their proactive defense mechanisms, ensuring that their security posture is not only robust but also uniquely aligned with their specific operational landscape and threat profile.
Covered Solutions: SecOps, Endpoint
Prerequisites:
Account permissions and access required for the activity in the systems relevant to the request
Must have a means of testing and validating activity in which the IOC is meant to detect, or must have sufficient documentation and materials to allow for creating the IOC and verifying its efficacy
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Hunting / IR Capabilities
Reference Number: Flex-C003
Flex Credits: 2
Description: Configuration of incident response features, hunting, forensic collection, search functions, and other analyst/IR features.
Value: Threat hunting plays a critical role in identifying attacker activity in the enterprise, and getting visibility into those activities is step number one. With all the advanced forensic and threat hunting features available with Trellix, it's important to make sure you are enabled correctly. The Hunting Capabilities service offers enablement and configuration of the features required to catch the bad guys in the act. You’ll get hands-on support from Trellix professionals services to tune advanced features and capabilities to provide the highest level of detection and visibility to help get you on your way to stopping adversaries in their tracks.
Covered Solutions: SecOps, Endpoint
Prerequisites:
Account permissions and access required for the activity
Understanding and concept of desired outcome
Threat activity desired for detection and hunting capabilities, search parameters, desired forensic collections, Etc.
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Tuning
Data Ingest Filtering
Reference Number: Flex-T001
Flex Credits: 2
Description: Filtering source data or on the SecOps platform to cut down on unwanted event feeds.
Value: Like any specialized tool, fine tuning your SecOps platform helps to weed out unwanted or less valuable data to increase productivity and efficiency. The data ingest filtering service is designed to accomplish exactly that! Trellix experts have the skills, knowledge, and experience to optimize detection of threat actor activity hidden in your data sets by concentrating data ingest to the sources that matter to provide the right visibility for maximum value.
Covered Solutions: SecOps
Prerequisites:
Account permissions and access required for the activity
Understanding and concept of desired outcome
Policy configuration changes, rule logic, Alert false positives, List requirements, Etc.
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Delivered outcome
Summary correspondence with reference materials
Tuning
Reference Number: Flex-T002
Flex Credits: 2
Description: Tuning assistance with features, functionality, and capabilities within the Trellix platform:
Policy
Alerts
Rules
Lists
Value: Fine tuning security technologies helps to maximize efficacy, and effectiveness of your security stack and Trellix is here to help! Whether its policies, Alert, Lists, or detection rules, we’ve got you covered. This tuning service helps to maximize efficiency and simplicity of product policy management, optimize rules and alerts to minimize false positives, and develop variable expansion (Lists) for computationally efficient searches and alerting.
Covered Solutions: SecOps, Endpoint, Data Protection, Email, Network
Prerequisites:
Account permissions and access required for the activity
Understanding and concept of desired outcome
Policy configuration changes, rule logic, Alert false positives, List requirements, Etc.
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Integration
Custom Data Source Onboarding Identity Access Integration
Data Source Onboarding
Reference Number: Flex-I001
Flex Credits: 1
Description: Integrating a cloud data source through an XDR Cloud Connect Portal application, or on prem data feeds into the SecOps platform.
Value: Increase both visibility and threat detection through data source onboarding. This service provides Trellix customers with expert support to bring in additional source feeds to grant greater insight into systems, user and application activity where bad actors may be exploiting enterprise systems. Trellix experts will be able to assist you select high value data feeds that may not currently be utilized in the Trellix XDR platform. Additionally, we can demonstrate easy and effective methods for being in new sources that are manageable and simple to implement. Maximize the full power of your XDR platform today!
Covered Solutions: SecOps
Prerequisites:
Account permissions and access required for the activity
Understanding of which data sources are desired for integration
Access and credentials for the system being integrated for data ingestion
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Custom Data Source Onboarding
Reference Number: Flex-I002
Flex Credits: 2 (simple) / 6 (complex)
Description: Creating a custom configuration to ingest data from a source that may leverage a third-party agent or custom script.
Value: Sometimes onboarding new data sources to Trellix XDR requires custom integration assistance from scripts or via third party agents. But don’t worry, Trellix has your back! Custom Data Source Onboarding is no strange for our experts. In this service offering, we provide the experience and expertise to get any data from anywhere into your XDR platform so you can get back to responding to the threats that matter! Examples can include custom database pull through DB query string, reading from flat files, or API pull via scripted cron jobs.
Covered Solutions: SecOps
Prerequisites:
Account permissions and access required for the activity
Understanding of which data sources are desired for integration
Access and credentials for the system being integrated for data ingestion
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Identity Access Integration
Reference Number: Flex-I004
Flex Credits: 2
Description: Integration with 3rd party role and access management systems such as AD, SAML, IAM, Etc.
Value: Our Identity Access Integration Service is crucial for organizations seeking seamless integration with third-party role and access management systems like AD, SAML, IAM, and others. This service simplifies and streamlines the complex process of integrating diverse identity management solutions, ensuring a cohesive and secure access ecosystem. By effectively bridging your existing systems with new access management technologies, we enhance your operational efficiency and bolster security. This service is particularly valuable in reducing administrative overhead, minimizing access-related risks, and ensuring compliance with security protocols. Our expert guidance in integration not only optimizes your identity and access management but also ensures a smooth, secure user experience across your enterprise platforms.
Covered Solutions: SecOps, Endpoint, Data Protection, Email, Network
Prerequisites:
Account permissions and access required for the activity
Understanding of the identity systems requiring integration
Access and credentials for the system being integrated
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
3rd Party Integrations
Reference Number: Flex-I005
Flex Credits: 1 (simple) / 4 (complex)
Description: Integration with a third party technology or a native integration with Trellix products.
Value: Trellix products have a wealth of integration options and possibilities just waiting to be leveraged to deepen your integrative posture and enhance the maturity of your Trellix adoption journey. With the 3rd party integration services, we can
bring greater return on your security stack investments to make a cohesive system of interconnected solutions that work together. Whether it's Trellix native or other solutions, we have the expertise and the knowledge to make the most of all available solutions and services. Examples include 3rd party authentication systems, SIEM/SOAR integrations, Cloud integration, and more.
Covered Solutions: SecOps, Endpoint, Data Protection, Email, Network
Prerequisites:
Account permissions and access required for the activity
Understanding of which 3rd party systems are desired for integration
Access and credentials for the system being integrated for data ingestion
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Automation
Automated Response Action
Prebuilt Playbook
Custom Playbook Development
Automated Response Action
Reference Number: Flex-A001
Flex Credits: 1
Description: Implement an existing available response action native in the Trellix platform.
Value: One of the most powerful capabilities within Trellix XDR is its ability to initiate automated response actions against integrated technologies and solutions. This service is specifically designed to help customers get up and running with built in response commands made available directly in the XDR platform. Most of these response actions are as simple as connecting the solution to XDR and configuring the parameters for response. This outcome driven service gives customers that quick start enablement to take full advantage of these native capabilities to give defenders the advantage of automated response to threats
that impact the enterprise.
Covered Solutions: SecOps
Prerequisites:
Account permissions and access required for the activity
Understanding of which response actions are desired for configuration
Access and credentials for the system being integrated for response action activity
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Prebuilt Playbook
Reference Number: Flex-A002
Flex Credits: 2
Description: Implement an existing playbook template from the marketplace or available from Trellix repositories.
Value: Sometimes automated response requires a little more than a single action to get the automated SOC workflow a customer needs to ensure a modern and technologically driven enterprise defense procedure. Trellix has more than 7 years of experience developing automated workflows that can be templatized for our customers to use without having to create fully customized automated playbooks. With this service customers can take advantage of that experience and inventory of prebuilt playbooks to get up and running quickly.
Covered Solutions: SecOps
Prerequisites:
Account permissions and access required for the activity
Understanding of which prebuilt playbook are desired for implementation
Access and credentials for the system being integrated for prebuilt playbook activity
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Limitations:
Additional configuration efforts may require Flex credit spend to accommodate increase in scope based on complexity of playbook integrations, additional scope requirements, Etc.
Custom Playbook Development
Reference Number: Flex-A003
Flex Credits: 4
Description: Build new simple custom automated playbooks.
Value: The need for tailored automation is nothing new for Trellix services professionals, and this service addresses that need directly! With the custom playbook development service customers can take advantage of the consultative experience and expertise Trellix has to offer to build an automated playbook solution that fits the needs of the SOC to respond effectively to threat actors targeting the enterprise.
Covered Solutions: SecOps
Prerequisites:
Account permissions and access required for the activity
Understanding of which prebuilt playbook are desired for implementation
Access and credentials for the system being integrated for prebuilt playbook activity
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Initial planning call
Remote working session
Summary correspondence with reference materials
Limitations:
Additional configuration efforts may require Flex credit spend to accommodate increase in scope based on number of device tasks, complexity of playbook logic and requirements, new plugin functionality or commands requested, Etc.
No more than 5 device tasks in a given playbook
Health Services
Email Security - Cloud Health Check
Health Watch
Reference Number: Flex-H001
Flex Credits: 6
Description: Trellix Health Watch Service is an expert-driven solution designed to navigate the complexities of modern cybersecurity. Addressing the challenges posed by an environment where global threats are escalating rapidly, this service offers comprehensive diagnostics and optimization for key Trellix products including ePO, Data Loss Prevention, Application Control, Network IPS, and Endpoint Security. Our professionals perform a detailed six-step analysis, identifying product-related issues, misconfigurations, or operational gaps. We then provide a tailored 30/60/90-day action plan, focusing on leveraging new features, preparing for cloud migration, and integrating additional products, ensuring your systems are not only reactive but also proactively aligned with the ever-evolving threat landscape.
Value: The Trellix Health Watch Service is essential for organizations aiming to transition from reactive to proactive security management. By optimizing your Trellix environment, our service reduces risks and streamlines operations, allowing you to maximize your technology investment. Our subject matter experts conduct an operational discovery to ensure your systems are running efficiently and are fully leveraged, providing insights for improved security monitoring and operations oversight. This service is key to strengthening your defense, enhancing operational efficiency, and ensuring that your investment in Trellix solutions is optimized for the highest level of security posture against the increasing volume and sophistication of threats.
Covered Solutions: Endpoint, Network
Prerequisites:
Solutions must be supported by automated tool set
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Readout of health watch findings
Health Watch with Remediation
Reference Number: Flex-H002
Flex Credits: 36
Description: Building on the foundation of our standard Health Watch Service, the Health Watch with Remediation extends its offering to include hands-on remediation efforts. This service not only identifies issues and gaps in your Trellix security environment but also involves direct intervention by our expert consultants to address and resolve these findings. Covering ePO, Data Loss Prevention, Application Control, Network IPS, and Endpoint Security, our team conducts a thorough diagnostic analysis followed by a detailed remediation plan. This comprehensive approach ensures that any identified misconfigurations, operational gaps, or product-related issues are not just highlighted but are effectively resolved, leading to an optimized and robust security system.
Value: The Health Watch with Remediation Service offers a complete solution for organizations looking to enhance their cybersecurity posture proactively. By including direct remediation, this service provides an end-to-end approach, ensuring that issues uncovered during the Health Watch analysis are promptly and efficiently resolved by our experts. This not only minimizes potential risks but also enhances the overall effectiveness of your Trellix security solutions. Clients benefit from improved system performance, reduced vulnerability to threats, and an assurance that their security infrastructure is not only assessed but also fine-tuned by seasoned professionals. This service is ideal for organizations that value a comprehensive, hands-on approach to maintaining and enhancing their cybersecurity defenses.
Covered Solutions: Endpoint, Network
Prerequisites:
Solutions must be supported by automated tool set
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Readout of health watch findings
Remediation of findings
Limitations:
Remediations limited to the most critical findings, risk tolerance of the customer to make the changes, what can be accomplished in 5 days LOE
Email Security - Cloud Health Check
Reference Number: Flex-H003
Flex Credits: 2
Description: Email solution focused health check to review email solution implementation in the enterprise, review configurations, and best practices.
Value: In today's digital-first environment, the integrity and efficiency of an organization's email infrastructure are paramount. The Email Health Check service acts as a crucial preventative measure, safeguarding businesses from potential pitfalls. It provides expert lead review of an enterprise's email solution implementation, ensuring that configurations align with best practices and standards. By identifying and rectifying potential misconfigurations and gaps early, this service not only boosts performance but significantly enhances an organization's security posture. Given the intricate web of threats targeting email communications, regular health checks are a small investment with substantial returns—ensuring smooth operations, preventing security breaches, and reinforcing trust and reliability in a company's digital communications.
Covered Solutions: Email
Prerequisites:
Account permissions and access required for the activity
Access and credentials for the system being integrated for prebuilt playbook activity
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Remote working session
Summary correspondence with reference materials
Limitations:
Limited to scope of size within the service parameters
Additional configuration efforts may require Flex credit spend to accommodate increase in scope based on number of device tasks, complexity of playbook logic and requirements, new plugin functionality or commands requested, etc.
Education Services
Public Training (Instructor-Led)
Private Training (Instructor-Led)
Private Training Additional Student
Public Training (Instructor-Led)
Reference Number: Flex-EDU001
Flex Credits: Flex credits per student for a public class are determined
by the number of days the class runs. See the Trellix training catalog, accessible via thrive.trellix.com, and the course desired to determine
Duration (days) | Flex credits per student |
1 | 3 |
2 | 5 |
3 | 7 |
4 | 9 |
5 | 11 |
Description: Our Public Instructor-Led Training service offers a range of scheduled, instructor-led training courses, delivered remotely and designed to cater to a wide spectrum of skill levels, from beginners to advanced practitioners. Most courses include hands-on lab environments that allow participants to engage with practical, real-world scenarios. The courses cover various topics and are available for open enrollment through our company website. To ensure a targeted and effective learning experience, prerequisites for each course are clearly outlined, allowing participants to assess their readiness and choose courses that best fit their skill development needs. Course offerings in our catalog are scheduled based on popular demand and emerging trends in the industry.
Value: Our Public Training service is a valuable resource for individuals and organizations looking to enhance their technical skills
and stay abreast of the latest developments in the industry. Our courses cater to a diverse range of learning needs and professional backgrounds. The remote access to lab environments ensures a practical, hands-on learning experience, enabling participants to apply their knowledge in real-world scenarios. This service is especially beneficial for those seeking to upskill in a structured, supportive environment, with the convenience of selecting courses that align with their current skill level and career aspirations. Public Training offers the knowledge and tools necessary to succeed in today’s fast-paced and ever-evolving technological landscape.
Covered Solutions: All Products
Prerequisites:
Depending on the course scheduled, some prerequisite knowledge may be required
Delivery Method: Remote delivery via screen share and conference call.
Deliverables:
eBooks for student and lab guides
Virtual lab for student hands-on activities
On completion of training, students can download a certificate of completion from the Trellix training catalog.
Limitations:
Class size may vary depending on course and instructor requirements
Materials are generally published in English with some exceptions, but the delivery of the training may be in local languages
Private Training (Instructor-Led)
Reference Number: Flex-EDU002
Flex Credits: Flex credits are determined by the number of days the class runs. Private classes admit up to six students, but additional seats in the same class can be purchased (Private Training Additional Student) using additional flex credits. See the Trellix training catalog, accessible via thrive.trellix.com, and the course desired to determine the duration in days.
t (Per student, over
Duration (days) | Flex Credits Private Training Up to 6 students | Flex Credits Private Training Additional Studen in the same delivery) |
1 | 15 | 1 |
t (Per student, over
Duration (days) | Flex Credits Private Training Up to 6 students | Flex Credits Private Training Additional Studen in the same delivery) |
2 | 29 | 2 |
3 | 44 | 3 |
4 | 58 | 5 |
5 | 73 | 6 |
Description: Our Private Training service is designed to meet the needs of organizations seeking dedicated training sessions. Private sessions are arranged upon request. While these training sessions leverage the content from our Instructor-Led Training (ILT) catalog, they can be adjusted slightly to align with the unique requirements of each organization. (For extensive adjustments or customized course content, see Customized Training, below.) The courses are conducted in a lab environment, ensuring hands-on learning and practical experience. This service is ideal for teams or organizations looking to train multiple members simultaneously, with timing that aligns with their specific goals and operational timelines.
Value: The Private Training service offers a personalized learning experience, providing organizations with the opportunity to upskill their teams in a way that aligns with their specific objectives and timelines. The hands-on lab environment facilitates practical learning, enabling participants to not only understand theoretical concepts but also apply them in realistic scenarios. This service is particularly valuable for organizations looking to address specific skill gaps, prepare for upcoming projects, or enhance team capabilities in a focused, private setting. Whether it’s adapting to new technologies or mastering advanced techniques, our Private Training service ensures your team gains the skills they need with timing that works best for your organization.
Covered Solutions: All Products
Prerequisites:
Depending on the course(s) selected, some prerequisite knowledge may be required
Delivery Method: Remote delivery via screen share and conference call, or on location at the customer site (requires purchase of travel services).
Deliverables:
eBooks for student and lab guides
Virtual lab for student hands on activities
On completion of training, students can download a certificate of completion from the Trellix training catalog.
Limitations:
Private classes admit up to six students. For customers who want to admit more than six students to their private delivery, they can use additional flex credits for the Private Training Additional Student.
Materials are generally published in English with some exceptions, but the delivery of the training may be in local languages
Private Training Additional Student
Reference Number: Flex- EDU003
Flex Credits: 1 Flex Credit per day per student
Description: Covers additional students (per additional student) over the base quantity of 6, in the same delivery. Not to be used separately.
Value: Enables customers to add students to their private delivery.
Covered Solutions: All Products
Prerequisites:
Must already have scheduled a training session Delivery Method: Same as Private Training (Instructor-Led) Deliverables:
eBooks for student and lab guides
Virtual lab for student hands on activities
On completion of training, students can download a certificate of completion from the Trellix training catalog.
Limitations:
Additional Students must be added to an existing delivery. Not to be used separately.
Customized Training
Reference Number: Flex- EDU004
Flex Credits: Scoped based on request
Description: Training customization services cater to unique and specialized training needs that fall outside the standard offerings in our Instructor-Led Training (ILT) catalog. This service is ideal for organizations with specific content requirements.
This service involves close collaboration with clients to understand their specific needs, ensuring that the training material is not only relevant but also impactful for the participants.
Value: The primary value of our Customized Training service lies in its ability to precisely address the unique learning and development needs of an organization. It offers the flexibility to develop tailor-made training solutions that are not readily available in the standard course catalog. This bespoke approach ensures that the training is highly relevant, engaging, and aligned with the specific goals and challenges of the organization. Whether it's accommodating special content requests, adjusting to specific classroom sizes, or delivering training in a non-standard format, this service ensures that your team receives the training they need in the most effective way possible.
Covered Solutions: All Products
Prerequisites:
Prerequisites may vary depending on the nature of the request Delivery Method: Method of delivery may be dependent on request Deliverables:
These requests are handled on a case-by-case basis and thus certain limitations may apply accordingly.
Limitations:
These requests are handled on a case-by-case basis and thus certain limitations may apply accordingly.
eLearning Training
Reference Number: n/a
Flex Credits: Free with your Thrive subscription
Description: eLearning courses provide basic product training on demand. Learners can gain knowledge on their own schedule.
Value: Our eLearning training provides essential enablement to anyone new to Trellix products, enabling the learner to progress self-paced through the modules, anytime, anywhere.
Covered Solutions: Most Products
Prerequisites:
None
Delivery Method: Online, on-demand
Deliverables:
On completion of an eLearning course, students can download a certificate of completion from the Trellix training catalog.
Limitations:
Students have 30 days from starting an eLearning course to complete it.
Consulting Services
Assessments
IR Readiness Assessment
Reference Number: Flex-CS001
Flex Credits: 27
Description: Our security service evaluates and strengthens your organization's risk management and security through a thorough gap analysis and focused interviews with key security personnel. Collaborating with customer teams, we assist in identifying and mitigating threats, providing essential remediation steps, and assessing the efficacy of current security tools during an Incident Response (IR). A high-level report will outline findings and suggest practical modifications to your IR process and playbook, accompanied by a straightforward roadmap to meet your security goals.
Value: Our IR Readiness Assessment service is designed to methodically evaluate and enhance your organization's preparedness for security incidents. By conducting a gap analysis and engaging in targeted discussions with your key security personnel, we aim to uncover and address potential weaknesses in your current incident response strategies. This process involves a collaborative effort with your team to pinpoint vulnerabilities and improve response efficacy. The outcome is a high-level report offering insights and practical steps to refine your incident response process, ensuring you're better equipped to handle security challenges effectively.
Covered Solutions: All Product Verticals
Prerequisites:
Basic knowledge of IR Lifecycle
Understanding of your security tools and infrastructure
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased)
Deliverables:
Consultative working session
Report Deliverable
Limitations:
Limited to scope of size within the service parameters
Incident Response Support
Reference Number: Flex-CS002
Flex Credits: 27
Description: Our Incident Response Support Services aim to manage and mitigate the impacts of security breaches by determining their scale and providing strategic containment recommendations. This involves delivering detailed documentation and walkthroughs, not only related to the optimal use of Trellix products but also offering general advice on effective Incident Response mitigation steps. Furthermore, we undertake an analysis of triage data for up to two devices and conduct high-level threat intelligence research on the pertinent threat actor, ensuring a coherent and informed response to safeguard your digital assets and infrastructure.
Value: Minimize risk exposure, including business and reputational damage. Actionable items to mitigate downtime for business. Actionable items to defend against further attacks.
Covered Solutions: All Product Verticals
Prerequisites:
Availability to key stakeholders and security tools
Continues collaboration with role players in your organization
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Consultative working sessions
Out of Scope:
Full forensic, log and root cause analysis.
Limitations
Additional efforts may require Flex credit spend to accommodate increase in scope based on complexity of additional scope requirements.
SOC Assessment
Reference Number: Flex-CS003
Flex Credits: 53
Description: Our services in this sector are wide ranging and can include SOC staff augmentation, full process, procedures, and technology development. Our methodology covers the expanse of the SOC process from start to finish and includes interviews with key personnel and reviewing all operational documentation.
The project will include an assessment of your company's SOC’s readiness. The key goals during the engagement are to answer some of the following questions: What is the status and state of the current monitoring team and processes? Could we be more effective? The Trellix consultants will call upon their expertise and experience of SOC operations, Incident Response and Technology developments to give solid advice for both current and future operations. Trellix will conduct interviews with 5 Stakeholders, including 10 either SOP's and/or playbooks. Trellix will deliver a High-level Report, with executive summary, findings, and recommendations.
Value: Our SOC Assessment service is designed to operationalize and optimize your Security Operations Center. Focused on evaluating your SOC’s current effectiveness, our service includes reviewing your processes, procedures, and the technology in use. Through interviews with key stakeholders and analysis of essential SOPs and playbooks, our experienced Trellix consultants provide a clear picture of your SOC's status and potential areas for enhancement. This comprehensive approach ensures not only an understanding of your current operational state but also delivers strategic recommendations for improvement. The result is a high-level report with actionable insights, enabling you to make informed decisions for a more effective and future-ready SOC.
Covered Solutions: All Product Verticals
Prerequisites:
Have an established SOC
Have SOP’s and/or playbooks developed
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Consultative working session
Limitations / Out of scope:
Development of processes & procedures and/or configuration review of technology.
Limited to scope of size within the service parameters
Additional efforts may require Flex credit spend to accommodate increase in scope based on complexity of additional scope requirements,
Maturity Assessment
Reference Number: Flex-CS004
Flex Credits: 53
Description: Our Maturity Assessment Service is meticulously structured around industry-leading frameworks such as ISO and the NIST Cybersecurity Framework, alongside other established best practices. This service is designed to provide a high-level evaluation of your organization’s cybersecurity maturity, assessing the effectiveness of current risk management strategies, and aligning them with globally recognized standards. Our approach involves an analysis of some of your cybersecurity policies, controls, and procedures, ensuring a thorough understanding of your security posture in the context of industry benchmarks.
Value: The primary goal of our Maturity Assessment Service is to empower your organization with a clear understanding of its cybersecurity risks and the effectiveness of existing management strategies. By identifying critical risks and potential liabilities to your information systems, we provide you with a strategic foundation to mitigate these risks effectively. This assessment not only highlights areas of vulnerability but also offers insights into the likelihood of potential security incidents, enabling you to prioritize and allocate resources more efficiently. The outcome is a strategic, actionable plan to enhance your cybersecurity maturity, minimize risk exposure, and align your security initiatives with industry best practices for long-term resilience and compliance.
Covered Solutions: All Product Verticals
Prerequisites:
Understanding of your enterprise environment
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Interview and Information Gathering.
Data Review and Gap Analysis.
High-level Report on Mitigation Plan and Roadmap
Limitations / Out of Scope:
Limited to scope of size within the service parameters
Additional efforts may require Flex credit spend to accommodate increase in scope based on complexity of additional
scope requirements.
Development of processes, procedures, and configurations of tools.
Threat Hunting
Reference Number: Flex-CS005
Flex Credits: 53
Description: Our Threat Hunting Assessment (THA) team focuses on discovering threats and infections, aimed towards computer systems in a business environment. Our threat hunting methodology leverages captures of network traffic and/or utilized existing tools, to identify relevant risks and validates them with timely triage information collected from the endpoints and processed by our cloud analysis system to produce actionable and credible threat impact to your business.
Value: This engagement provides early threat detection and situational awareness. Provide a 360° view of active threats in any organization’s network. In this engagement we leverage the power of the Trellix Labs Cloud to provide telemetry and IOCs. It also provides meaningful, contextual intelligence from our Threat Intelligence capability and tools while leveraging Active Response where ePO is present and requirements are met.
Covered Solutions: All Product Verticals
Prerequisites:
Provision of requested logs
Running of script to collect and share volatile data
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Analysis of data points
High-level report
Executive summary
Findings and recommendations
Out of Scope:
IR services during engagement
Limitations
Additional efforts may require Flex credit spend to accommodate increase in scope based on complexity of additional scope requirements.
V-CISO
Reference Number: Flex-CS006
Flex Credits: 4
Description: Our V-CISO service offers expert oversight and specialized knowledge in enhancing your organization's security posture. This service is designed to provide the strategic acumen and insights of a Chief Information Security Officer, tailored to your company's specific needs. Our approach is grounded in a deep understanding of your business drivers and direction, enabling us to create a strategic security and compliance plan that aligns perfectly with your objectives. Beyond strategy formulation, we focus on developing tactical risk mitigation measures and processes for continuous improvement. Additionally, our service includes ongoing monitoring for emerging risks and threats, ensuring your organization stays ahead in a constantly evolving cybersecurity landscape.
Value: The V-CISO service is an invaluable asset for organizations seeking to elevate their security framework. This offering brings the expertise of seasoned security professionals who provide tailored advice and recommendations based on your unique business context. By developing a strategic security and compliance plan, we not only address current security challenges but also lay a robust foundation for future growth and adaptation. Our proactive approach in monitoring emerging risks ensures that your organization remains resilient against evolving threats. With our V-CISO service, you gain not just a consultant, but a strategic partner committed to enhancing your security posture, mitigating risks, and driving process improvements aligned with your business goals.
Covered Solutions: All Product Verticals
Prerequisites:
Access to available key stakeholders and/or role-players
Provision and sharing of requested data
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Analysis of data points
High-level report
Executive summary
Findings and recommendations
5 hours per week consultation
TableTop Exercises
Reference Number: Flex-CS007
Flex Credits: 27
Description: Deliver a 1.5 hours templatized ransomware TableTop exercise focused on performing pre-incident preparation and setup. Review existing IR Plans, and monitor the exercise to document organization's categorical strengths and weaknesses, such as:
Incident detection
Initial response
Inter-departmental communication and notification
Performing forensic responses
Implementation of remediation steps
Value: The value of our TableTop Exercise service lies in its ability to provide your organization with a realistic and safe environment to assess and enhance your readiness for ransomware attacks. By simulating a critical security incident, we help you identify and address gaps in your incident response plan, ensuring that all aspects of detection, communication, and remediation are robust and effective. This exercise not only fortifies your organization's preparedness against potential cyber threats but also fosters a culture of cybersecurity awareness and collaboration across different departments. The insights gained from this exercise are instrumental in refining your IR strategies, ultimately leading to a more resilient and responsive security posture.
Covered Solutions: All Product Verticals
Prerequisites:
Planning coordination with a single POC
No sharing of TTX scenario with rest of teams
Limit attendees and/or participants
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Exercise activities
High-level report with findings outcome
Limitations
Additional efforts may require Flex credit spend to accommodate increase in scope based on complexity of additional
scope requirements.
External Pentesting
Reference Number: Flex-CS008
Flex Credits: 27
Description: Perform a penetration test against an internet facing environment for vulnerabilities that could lead to unauthorized access of internet accessible systems.
Value: The process begins with securing internet-connected devices on your network. Trellix consultants identify and thoroughly test potential points of attack after enumerating every live host, open port, and available service. This approach gives you the best of both worlds by performing a penetration test as a sub-component of an external security assessment. Enabling you to see if your networks and web applications can be penetrated from the outside.
Covered Solutions: All Product Verticals
Prerequisites:
Completion of re-engagement questionnaire
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Provide a list of security vulnerabilities on your perimeter network
High-level report with findings outcome
Out of Scope:
This does not include a re-testing
Limitations
Up to 100 IP's. Scan of services on up to 100 host devices, scan for vulnerability on the same 100 systems, attempt to retrieve as much information as possible from the hosts. Additional efforts may require Flex credit spend to accommodate increase in scope based on complexity of additional scope requirements.
WAPT Pentesting
Reference Number: Flex-CS009
Flex Credits: 27
Description: Trellix will test the web application(s) for vulnerabilities that could lead to unauthorized access of those applications
or their supporting environments. Trellix will use a combination of tools, utilities, and methodologies to review the various potential points of security failure.
Value: Identify gaps in production websites before attackers do. We place a strong emphasis on manual testing to discover critical business logic bypass and authorization issues that automated scanners overlook.
Covered Solutions: All Product Verticals
Prerequisites:
Completion of re-engagement questionnaire
Delivery Method: Remote delivery via screen share and conference call (unless travel services are purchased).
Deliverables:
Provide a list of security vulnerabilities on your perimeter network
High-level report with findings outcome
Out of Scope:
Retesting
Limitations
In scope 2 user roles, single domain, single factor authentication and no more than 20-30 dynamic pages.
Additional efforts may require Flex credit spend to accommodate increase in scope based on complexity of additional scope requirements.
Threat Intelligence
Intel Services
Strategic Quarterly Threat Brief
Micro Threat Intel Report
Reference Number: Flex-TI001
Flex Credits: 2
Description: A high-level report on a specific campaign, threat, or vulnerability. Reporting is based on existing data gathered, analyzed, and cataloged by Trellix. Does not include extensive all-source research and analysis.
Value: The Micro Threat Intel Report service offers a concise, high-level overview of specific cybersecurity campaigns, threats, or vulnerabilities, tailored to provide quick and targeted insights. This service is particularly valuable for organizations needing a rapid understanding of a particular threat landscape without the commitment to extensive research. Leveraging Trellix’s existing, robust database of analyzed and cataloged data, each report distills essential information, presenting it in an easily digestible format. Ideal for making informed decisions in a timely manner, this service enables your team to stay ahead of emerging threats by providing crucial intelligence exactly when it’s needed. Whether for strategic planning, risk assessment, or simply staying informed on the latest cybersecurity trends, our Micro Threat Intel Report ensures you have the focused intelligence at your fingertips, aiding in maintaining a proactive security posture.
Covered Solutions: N/A
Prerequisites:
Requires the purchase of Trellix Thrive Elite program.
Limitations:
Not to exceed one request per month
Each request is limited to a single subject.
Threat Trends Report
Reference Number: Flex-TI002
Flex Credits: 1
Description: A single report on prevalent threats and associated trends with regional or global focus. Provides highlights and trends concerning recent threat activity, globally or regionally, information regarding major vulnerabilities and associated exploits, and information related to APT activity to include infrastructure, tactics, techniques, and procedures. The reports may include information about cyber activity associated with geopolitical conflicts and crises. These reports may also include vulnerability research. Can be delivered monthly for appropriate credits.
Value: The Threat Trends Report service is a crucial resource for organizations looking to gain a comprehensive understanding of the current cybersecurity landscape, both regionally and globally. This service provides an in-depth single report that encapsulates prevalent threats, emerging trends, and critical vulnerabilities, offering insights into recent threat activities and advanced persistent threats (APTs). The report covers various aspects, including infrastructure, tactics, techniques, and procedures used by threat actors, along with information on cyber activities linked to geopolitical conflicts and crises. The inclusion of vulnerability research further enriches the report, making it an invaluable tool for organizations striving to stay informed and ahead of potential security threats. Available for delivery on a monthly basis, this service ensures that your organization remains up-to-date with the latest threat intelligence, aiding in the development of informed, proactive strategies for a robust cybersecurity posture.
Covered Solutions: N/A
Prerequisites:
Requires the purchase of Trellix Thrive Elite program.
Tailored Intel Reports
Reference Number: Flex-TI003
Flex Credits: 5-10
Description: Specific Request for Intelligence (RFI) including extensive all-source research and analysis.
Value: Our Tailored Intel Reports service is designed to meet the specific intelligence needs of your organization through comprehensive, all-source research and analysis. This service responds directly to your unique Requests for Intelligence (RFIs), providing in-depth, bespoke reports that delve into the intricacies of your specified area of interest. Whether it's a deep dive into emerging cyber threats, detailed analysis of specific threat actors, or exploration of niche cybersecurity trends, our expert team utilizes a wide array of sources to gather and analyze data, delivering intelligence that goes beyond surface-level insights. This tailored approach ensures that you receive highly relevant, actionable intelligence, enabling your organization to make well-informed decisions, strategize effectively, and maintain a strong, proactive defense in the ever-evolving landscape of cybersecurity threats.
Covered Solutions: N/A
Prerequisites:
Requires the purchase of Trellix Thrive Elite program.
Malware Analysis
Reference Number: Flex-I004
Flex Credits: 7
Description: Custom Malware reversing, with accompanying report. Provides reporting on static and dynamic analyses of a specific malware sample(s). The customer provides the actual sample or the MD5 or SHA-X of the sample. Trellix malware engineers leverage a variety of techniques to provide the customer with a comprehensive report of malware behavior, key technical attributes, Indicators of Compromise (IOC), countermeasures, and global detection information.
Value: Our Malware Analysis service offers a specialized, in-depth examination of malware through custom reversing, tailored to your specific cybersecurity needs. When you provide a malware sample or its digital fingerprint (MD5 or SHA-X), our skilled Trellix malware engineers employ a blend of static and dynamic analysis techniques to dissect and understand its intricate behaviors and technical attributes. The result is a comprehensive report that not only details the malware's operations and potential impact but also provides key Indicators of Compromise (IOC), suggesting effective countermeasures to mitigate the threat. This service is invaluable for organizations seeking a deeper understanding of specific malware threats, enabling them to fortify their defenses with precise, actionable intelligence. With our detailed global detection information, your organization can stay a step ahead, ensuring readiness and resilience against sophisticated cyber threats.
Covered Solutions: N/A
Prerequisites:
Requires suspect binary for analysis along with any available context necessary
Limitations:
Not to exceed one request per month
Strategic Quarterly Threat Brief
Reference Number: Flex-TI005
Flex Credits: 5
Description: Executive-Level Overview includes a strategic view of threat actor presence, behavior, patterns, and trends - globally, by country, or by specified area of interest based on Trellix’ global data and analytics. It also includes information developed through previous directed research and analysis. The composition of this information is intended to provide executives with an understanding of actual and potential threats that will aid decision-making to improve protection and
readiness of the organization.
Value: Our Strategic Quarterly Threat Brief service is expertly crafted to provide executive-level insights into the evolving landscape of global cyber threats. Tailored to offer a strategic view of threat actor presence, behavior, patterns, and trends, this service can be customized to focus globally, by country, or on a specific area of interest. Utilizing Trellix’s extensive global data and analytics, combined with findings from directed research and analysis, each report is designed to equip executives with a comprehensive understanding of both current and emerging threats. This high-level overview is not just informational but serves as a strategic tool, aiding leadership in making informed decisions to enhance the organization's protection and readiness. By presenting complex cybersecurity data in an executive-friendly format, our Strategic Quarterly Threat Brief ensures that key decision-makers are always aware of the cyber risks facing their organization and are prepared to take proactive steps in response.
Covered Solutions: N/A
Prerequisites:
Requires the purchase of Trellix Thrive Elite program.
Limitations:
Not to exceed one request per quarter
Premium Services Experience
Thrive Support Advocate/Designated Success Engineer Bundle
Travel – International / Non-regional
Custom Scope
Reference Number: Flex-PSE006
Flex Credits: scoped
Description: For special cases where existing services are not able to meet the desired outcomes of the customer or partner, custom services and outcomes can be scoped as needed.
Covered Solutions: All solutions
Prerequisites:
Should be used if existing Flex outcomes cannot accommodate the needs of the customer, the desired outcome is not available in the Flex services catalog, or the scope of the engagement exceeds the limitations of existing Flex outcomes.
Designated Success Engineer
Reference Number: Flex-SUP001
Flex Credits: Varies by region:
EMEA/NA: 120 Flex Credits
Federal: 120 Flex Credits
LATAM/APJ (excluding Japan/Korea): 60 Flex Credits
Japan/Korea (native language): 120 Flex Credits
In-Country Specific: Custom Scoping Required
Language Specific: Custom Scoping Required
Description: Elite customers have an available option of using their Flex Credit entitlement towards a Designated Success Engineer (DSE). The DSE is a single point of contact and trusted advisor for the customer on technical issues, familiar with the customer context, providing and enabling proactive assistance and support, guidance and expediting services. The DSE is a subject matter expert supporting specified product expertise. DSEs are assigned on a 1-year term.
Support for situations including, but not limited to:
Single owner of cases (based on product expertise and volume)
Builds an understanding of the customer environment, processes and nuances
Regular case review meetings (as agreed with customer)
Single point of contact for escalations (all products) and escalation management assistance
Advice on new features, emerging issues, etc. relevant to the customer environment (based on product expertise)
Monthly Support reporting as agreed
Covered Solutions: Available for all Trellix products, a DSE has expertise in one product area/family (see list below). For DSE expertise in multiple product areas, additional DSE support must be purchased.
DSE Product Family Coverage:
Endpoint Detection: ENS, Malware, AppControl, EDR
Endpoint Forensics:: HX, CM, AX, VX
SecOps: EPO/TA, TIE, Helix, MOVE
SIEM: SIEM, DB SecData Protection: DLP, Encryption
IPS: NSP
Network: EX, NX, CM, VX
Prerequisites:
Requires the purchase of Trellix Thrive Elite program.
DSE coverage is for specific Trellix accounts. Related/child accounts require additional purchase for DSE coverage.
DSE will be located in one region and follow one set of standard business hours. Customers can choose their desired region.
DSE support in additional regions requires additional DSE coverage
Regions are specified as follows: North America, Latin America, EMEA, and APJ.
Regional coverage does not equate to In-Country coverage. DSE support within a specific country or for a specific language coverage can be requested and may require additional Flex Credits.
National / Government Support
Reference Number: Flex-PSE002
Flex Credits: 65
Description: National Technical Support is designed for corporate Enterprises with complex environments, who require technical support from U.S. or Singapore Nationals. Elite customers can have an available option of using their Flex Credit entitlements towards receiving support solely for United States National Customer Success Engineers, or for Singapore customers from Singapore National Customer Success Engineers. This program ensures all support cases will be handled by a citizen as designated. Note, support of this program does not extend beyond personnel in the support organization. Cases may be reviewed by non-citizens if escalated to an engineering team.
Covered Solutions: All solutions
Prerequisites:
Requires the purchase of Trellix Thrive Elite program.
Professional Services Liaison
Reference Number: Flex-PSE-008
Flex Credits: 12
Description: This service provides a monthly, one hour recurring call with a Trellix dedicated consultant. For a specific and single Trellix solution, the consultant will review the architecture and deployment and facilitate ongoing discussions about the customer's environment and expectations, ensuring a focused and tailored approach. 1-year term.
Covered Solutions: All Solutions
Prerequisites:
Customer should have access to solutions with appropriate permissions to perform tasks
Be in possession of and able to share accurate network or enterprise architecture diagrams
Have the applicable owners and subject matter experts available for the working sessions to answer questions
Scoping questionnaires may be used to determine the level of effort required to deliver the proper outcome
Pro Serv Residency
Reference Number: Flex-PSE003
Flex Credits: 300 - 1296
Description: The professional services resident is an experienced Trellix product expert who is committed to the successful adoption and operationalization of Trellix solutions. This expert is tightly integrated into your cybersecurity team and is focused on keeping the Trellix solutions up to date, optimized and integrated into your cybersecurity operations team. This expert will drive business value through maximizing the protection against cyber threats with Trellix solutions. This resident service can be contracted for 1 or up to 5 days per week, through a part-time service (1-4 days/week) for a full-time service (5 days/week).
Covered Solutions: All solutions
Prerequisites:
Requires the purchase of Trellix Thrive Advanced or Elite program.
Thrive Support Advocate
Reference Number: Flex-SUP004
Flex Credits: Varies by region
EMEA/NA: 60 Flex Credits
Federal: 80 Flex Credits or in lieu of DSE
LATAM/APJ: 40 Flex Credits
Language Specific: Custom Scoping Required
Description: The Support Advocate will work with the customer to provide a monthly report on service requests, flex credit consumption, and best practices. The Support Advocate is a non-technical Trellix resource.
Support for situations including, but not limited to:
Point of contact for support case escalations
Regular case review meetings
Proactive monitoring of open cases
Support case reporting trends across customer portfolio
Bi-annual support business review
Manages and delivers reference product materials and feedback
Advise on new services relevant to the customer environment
Monthly support reporting as agreed
Covered Solutions: SecOps, Endpoint, Data Protection, Network, Email
Prerequisites: Trellix Thrive Advanced or Elite
Delivery Method: Remote
Thrive Support Advocate/Designated Success Engineer Bundle
Reference Number: Flex-SUP008
Flex Credits: Varies by region
EMEA/NA: 160 Flex Credits
Federal: 180 Flex Credits
LATAM/APJ (excluding Japan/Korea): 90 Flex Credits
Japan/Korea (native language): 160 Flex Credits
In-Country Specific: Custom Scoping Required
Language Specific: Custom Scoping Required
Description: The bundled offering of a Thrive Support Advocate and a Designated Success Engineer is targeted toward large customers who require additional support resources. The DSE is a subject matter expert supporting specified product expertise. The DSE is a primary point of contact and trusted advisor for the customer on technical issues, familiar with the customer environment, providing and enabling proactive assistance and support, guidance and expediting services. The Support Advocate is a non-technical Trellix resource that will work with the customer as a primary escalation point and provide monthly reports on service requests, flex credit consumption, and best practices.
TSA and DSEs are assigned on a 1-year term
Covered Solutions: Available for all Trellix products, a DSE has expertise in one product area/family (see list below). For DSE expertise in multiple product areas, additional DSE support must be purchased.
DSE ProductCoverage:
Endpoint Detection: ENS, Malware, AppControl, EDR, HX
SecOps: EPO/TA, TIE, Helix, MOVE
SIEM: SIEM, DB Sec
Data Protection: DLP, Encryption
Network & Email: NSP, EX, NX, CM, VX, AX
Prerequisites:
Requires the purchase of Trellix Thrive Elite program.
DSE coverage is for specific Trellix accounts. Related/child accounts require additional purchase for DSE coverage.
DSE will be located in one region and follow one set of standard business hours. Customers can choose their desired region.
DSE support in additional regions requires additional DSE coverage.
Regions are specified as follows: North America, Latin America, EMEA, and APJ.
Regional coverage does not equate to In-Country coverage. DSE support within a specific country or for a specific language coverage can be requested and may require additional Flex Credits.
Designated Support Engineers (DSE) are available during their scheduled shift; DSE entitlement provides priority 24/7 response for high-severity issues.
Travel – Domestic / Regional
Reference Number: Flex-PSE004
Flex Credits: 4
Description: Travel expenses for having Trellix experts travel onsite to domestic or regional destinations to support Flex service activities, including training, in person.
Covered Solutions: All solutions
Prerequisites:
Should be coupled with a Flex service to be delivered by a Trellix expert such as deployment, or training.
Travel – International / Non-regional
Reference Number: Flex-PSE005
Flex Credits: 12
Description: Travel expenses for having Trellix experts travel onsite to international or non-regional destinations to support Flex service activities, including training, in person.
Covered Solutions: All solutions
Prerequisites:
Should be coupled with a Flex service to be delivered by a Trellix expert such as deployment, or training.
