Hi @gward,
About your concern, I just want to clarify what Trend Micro product you're using.
Based on what you mentioned it seems that you're using our business product.
Since we are only trained for Trend Micro Home Products, you can refer to this link to check our other hotlines for different regions:
https://success.trendmicro.com/dcx/s/contactus?language=en_US
Let me know if you have questions.
