This article provides information about sample sourcing from VirusTotal and our partnership with them.

Technical Support might have mentioned in a Service Request that VirusTotal isn't considered as a "source" when submitting samples. This policy includes samples downloaded from VirusTotal or where the VirusTotal link is given as a source requesting for hash coverage. This scenario is documented in KB68030 - Submit samples to Trellix Advanced Research Center for suspected malware detection failure.

This policy is because we have a long-standing partnership with VirusTotal. Our partnership involves receiving and processing samples and adding coverage where appropriate if a malicious file isn't already detected. We receive files from VirusTotal to enhance coverage according to VirusTotal data usage and data sharing policies.

So, you don't need to open a Service Request for coverage request or detection failure citing VirusTotal as a source.

For more information, see the following links:
VirusTotal privacy policy
How VirusTotal works
VirusTotal contributors

NOTE: Samples that are submitted directly to us are processed according to our privacy policy and aren't uploaded or forwarded to VirusTotal.