Support Notification Service Frequently Asked Questions

Technical Articles ID: KB67828
Last Modified: 2023-09-15 15:07:03 Etc/GMT

Summary

Our Support Notification Service (SNS) provides timely information by email to corporate customers, partners, and employees who subscribe to the service. SNS communications help you maximize the function and protection capabilities of your products.

SNS communications are:

Free, private, and secure
Focused on the products you select
Easy to turn on and off

To receive SNS communications, you must subscribe and select your products from the SNS Subscription Preference page.

Click to expand the sections below for answers to frequently asked questions about SNS:

Types of information

What kind of information will I receive, and how frequently?
The communication method for all subscribers is email. SNS delivers the following types of messages:

Product information

Notices: Standard product news, such as releases, signature updates, or end-of-life announcements.
Alerts: Critical and urgent information that requires immediate customer action. Alerts include vulnerabilities, false positives, virus outbreaks, or critical remediation updates. We determine alerts based on severity and urgency. Alerts are sent only if immediate customer action is needed.

NOTE: Alerts are infrequent; notices are the most common messages that we send.

Special Notices

Weekly Recap: A weekly summary of all notices and alerts for the preceding seven days (sent Monday afternoons Central time)
DAT Delay Notices: Notification when there is a delay in the regular DAT file updates that our Advanced Research Center provides
Malware & Threat Reports: Updates from our Advanced Research Center on trends and news about threats and malware
Subprocessors and subcontractors: Updates when we change subprocessor or subcontractor relationships (for GDPR compliance)

Subscription Information

How do I subscribe to SNS?
If you do not have a current subscription account or want to create another account (for example, with an alternate email address):

Go to the SNS Subscription Preference page.
Select the product group subscriptions for which you want to receive information in the Trellix Subscriptions and Skyhigh Security Subscriptions sections.
NOTE: Hover on the information iconfor a list of the products that are included in each product group.
Scroll down to the Your Information section, and provide the following information:
- Preferred Language
- First Name
- Last Name
- Email Address
- Company
- Country
- Relationship with Trellix/Skyhigh Security
Click Submit. Your account is created, and you will start receiving SNS emails for the information types you selected.

How do I unsubscribe?

Go to the SNS Subscription Preference page.
Select Opt out of all SNS emails.
Scroll down to the Your Information section, and provide the following information:
- Preferred Language
- First Name
- Last Name
- Email Address
- Company
- Country
- Relationship with Trellix/Skyhigh Security
Click Submit.

NOTE: This action only unsubscribes you from receiving SNS notices. You will continue to receive email communications from any other Trellix or Skyhigh Security subscription services that you have subscribed to.

What happens when I unsubscribe from SNS communications?
Your subscription data is deleted from the system 90 days after you unsubscribe. If you decide to resubscribe after 90 days, you must complete the subscription form again.

How do I change my email address?
If you need to change your email address, first unsubscribe your old email address and then set up a new subscription with the new email address:

Unsubscribe the old email address from receiving SNS communications. See the "How do I unsubscribe" section above.
Subscribe to SNS with your new email address. See the "How do I subscribe to SNS" section above.

What happens if my email address is deactivated and an SNS gets a "hard bounceback"? For example, after leaving a job?
If a contact's email address is labeled as a hard bounceback, the contact will not be sent any further communications. A hard bounceback indicates that the email address no longer exists. Subscription details for the contact are deleted after 90 days.

Can I have my IT service provider get SNS notifications?
Yes. Direct your service provider to the SNS Subscription Preference page and ask your service provider to complete the form. A company can use a distribution list or special email address (for example, support@xxxx.com) to make sure that a team gets the SNS communications.

Product categories for subscriptions

What products are included in the subscription form?
You can choose from the following Trellix and Skyhigh Security subscription options:

Trellix Product Subscriptions
Product Group	Products Included
Trellix Application and Change Control	Application Control Change Control Embedded Control
Trellix Database Security	Database Activity Monitoring Vulnerability Manager for Databases
Trellix Data Loss Prevention	Data Loss Prevention Discover Data Loss Prevention Endpoint Data Loss Prevention Monitor Data Loss Prevention - Prevent
Trellix DAT Delay Notices	n/a
Trellix Email and Web Protection	Security for Microsoft Exchange Security for SharePoint (PortalShield)
Trellix Endpoint	Trellix Endpoint
Trellix Endpoint Detection and Response & Trellix Insights	Endpoint Detection and Response Trellix Insights
Trellix Endpoint Encryption	Conduit Platform Drive Encryption Endpoint Assistant Endpoint Protection for Mac File and Removable Media Protection Management of Native Encryption
Trellix Endpoint Security	Command Line Scanner Endpoint Security Adaptive Threat Protection Endpoint Security Firewall Endpoint Security Threat Prevention Endpoint Security Web Control Endpoint Security for Mac Firewall Endpoint Security for Mac Threat Prevention Endpoint Security for Mac Web Control Endpoint Security for Linux Firewall Endpoint Security for Linux Threat Prevention Endpoint Security Storage Protection Endpoint Upgrade Assistant
Trellix Enterprise Security Manager	Advanced Correlation Engine Application Data Monitor Database Event Monitor Direct Attached Storage (DAS) Enterprise Log Manager Enterprise Security Manager Event Receiver
Trellix ePolicy Orchestrator	ePolicy Orchestrator Rogue System Detection Trellix Agent Trellix ePO - SaaS
Trellix Intelligent Sandbox	Intelligent Sandbox (formerly Advanced Threat Defense)
Trellix Intrusion Prevention System	Intrusion Prevention System (formerly Network Security Platform)
Malware & Threat Advisories	n/a
Trellix Mobile Security	Mobile Security (formerly MVISION Mobile)
Trellix Policy Auditor	Policy Auditor
Trellix Server Security	Cloud Workload Security Enterprise Security for Servers MOVE Antivirus Agentless MOVE Antivirus Multi-Platform
Subprocessor / Subcontractor	n/a
Trellix TIE/DXL/Active Response	Active Response Data Exchange Layer Threat Intelligence Exchange
Trellix Weekly Recap	n/a
Skyhigh Security Subscriptions
Skyhigh Security Cloud Access Security Broker (CASB)
Skyhigh Security Suites: All Security Service Edge (SSE) Products
Skyhigh Security Secure Web Gateway (SWG)
Skyhigh Security Private Access
Skyhigh Security Cloud-Native Application Protection Platform (CNAPP)
Skyhigh Security Weekly Recap

SNS program security

Do you track SNS email messages?

The SNS team tracks link click-throughs to evaluate message clarity and usefulness. This data allows the SNS team to improve message content and program value.

Do you use the subscriber list for marketing purposes?
No. SNS subscriptions are separate from other company lists and will not be used for marketing purposes.

What safeguards do you use to protect my privacy?
Your security and privacy are important to us. Read our Privacy Policy.

How secure is the subscription form?
We use a separate off-site database not connected to customer account data.

Why are my messages from noreply@sns-engage.trellix.com being classified as spam?
Your email systems might not recognize this domain as genuine email from Trellix, and mark the email as potential spam. Make sure you add noreply@sns-engage.trellix.com to your email allow list. If you have any questions, email the SNS team.

Are messages from noreply@sns-engage.trellix.com legitimate?
Yes. This address is a dedicated domain that we host.

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