Frequently Asked Questions

We process personal data that is necessary to administer and provide cybersecurity products and services in accordance with our customer agreements – including telemetry data from sensors used to detect cybersecurity threats and vulnerabilities. In the vast majority of cases, the data we process is anonymized and/or not directly identifiable. But in some cases, personal data associated with potentially malicious activity may be collected and quarantined for further analysis.

Personal data we may collect includes information about our customer end users’ computers, devices, applications, and networks, including internet protocol (IP) address, cookie identifiers, mobile carrier, Bluetooth device IDs, mobile device ID, mobile advertising identifiers, MAC address, IMEI, Advertiser IDs, and other device identifiers that are automatically assigned to computers or devices of customer end users. We also collect customer contact information (e.g., username, user email, phone number) to administer our contracts.

For more information about our personal data processing practices, see our Customer Data Processing Agreement, Data Transfer Addendum, Technical and Organizational Measures, List of Subprocessors, Privacy Notice, and Privacy Data Sheets.

We process personal data for purposes of monitoring, detecting, and responding to cybersecurity incidents and protecting against fraudulent or illegal activity, in accordance with our customers’ written instructions.

For more information about our purposes of processing, see our Customer Data Processing Agreement, Data Transfer Addendum, Privacy Notice, and Privacy Data Sheets.

To deliver our cybersecurity products and services, we use our own data centers as well as third-party infrastructure providers, which are located in a variety of locations in the United States and throughout the world. For a list of the third party hosting and co-location providers that we engage, including their locations, see our List of Subprocessors. For information about the data center locations used for specific Trellix products and services, including configuration choices that customers may have to select local data centers, see our Privacy Data Sheets.

We use a variety of data transfer mechanisms to comply with personal data transfer restrictions worldwide. For example, to comply with EU requirements under GDPR, we generally use EU Standard Contractual Clauses as approved by the European Commission (which are incorporated into our Data Transfer Addendum), and/or other legal mechanisms recognized by EU data protection laws.

For more information about our data transfer mechanisms, see our Data Transfer Addendum and other resources regarding Transfer Impact Assessment.

Customer data is strictly limited to authorized individuals who require access in connection with the delivery of relevant Trellix products and services. For more information about who may access customer data for specific Trellix products and services (and for what purposes), see our Privacy Data Sheets.

Trellix retains personal data in connection with the use of our products and services only as long as necessary to fulfill the purpose(s) for which it was collected, which varies from product to product, and depends on customer configuration. We further retain data as necessary for purposes of satisfying legal, accounting, reporting and contractual requirements, resolving disputes, establishing legal defenses, conducting audits, pursuing legitimate business purposes, enforcing our agreements, and complying with applicable law.

For more information about retention and deletion of customer data for specific Trellix products and services, see our Privacy Data Sheets.

Protecting customer data is of utmost importance at Trellix. For information about specific controls we have in place, see our Technical and Organizational Measures, which are incorporated contractually into our Customer Data Processing Agreement.

Trellix is aligned with the ISO/IEC international standard to manage information security and is ISO27001, ISO 27017, and ISO 27018 certified. This certificate can be viewed and downloadable within the Trellix Trust Center site.

Selectively, by product. Trellix has completed a number of SOC 2 Type 2 audits and reports are available on the Trellix Trust Center site.

Trellix utilizes a minimum of AES-256-bit encryption for information that is deemed to be highly sensitive data for data at rest. A minimum of TLS v1.2 is utilized for data in transit.

Yes, Trellix regularly performs Penetration Testing on our own systems, to strengthen and protect our systems. Trellix also engages with accredited third-party vendors to perform Penetration Testing on our systems.

Yes, Trellix conducts quarterly vulnerability scans on individual products to self-evaluate security control states.

Security policies are developed based on security standards such as ISO 27001. The security policies are reviewed at least annually by the Information Security team and approved by the Chief Information Security Officer (CISO). These policies include, but are not limited to, information handling, system management, incident response, access control, employee accountability, and data retention.

Trellix has a Business Continuity Plan in place. There is a designated team in place to handle all BC and DR responsibilities.

Customers can subscribe to the Trellix Support Notification Service (SNS) as a means to receive Trellix product alerts, notifications, news and best practices to help increase functionality and protection capabilities of their Trellix products and services.

If you have any questions about our products and services, please complete this form, and we will contact you shortly.

We leverage multiple AI/ML implementations, including generative AI, across our products like Trellix EDR, XDR, and Data Security. Our flagship AI offering, Trellix Wise, uses GenAI-powered investigations to provide faster detections, comprehensive context, and accelerate investigations, significantly enhancing efficacy and coverage in stopping attacks. We also utilize other AI/ML models for core detection, protection, and response actions.

Our AI strategy is built upon fundamental principles: ethical and secure Responsible AI Use; adherence to all relevant legal and regulatory frameworks; Transparency and Accountability in development and deployment; robust Data Privacy and Security measures; a commitment to eliminate Bias and ensure Fairness; and effective Human-AI Collaboration. These guiding principles ensure that our AI solutions enhance human judgment and are developed and utilized in an ethical, secure, and legally compliant manner.

No. We do not use customer data (e.g., systems information, IP addresses, email addresses, host names, log information) for AI model training. Our AI models are designed as computation models that do not mutate or train themselves from your data. We use your detections and events for inference to provide security insights, but these data are not used to update our underlying AI models.

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Our AI models process detections and events that may contain personal data, such as usernames and file paths. However, we rigorously follow our data privacy and security policies to ensure the secure handling of any personal or sensitive data used by these systems. Notably, all inference requests originating from within the EU remain within the EU, leveraging regional cloud services for data residency.

To prevent AI models from fabricating untrue responses, we use Retrieval Augmented Generation (RAG). This technique grounds the AI's responses by drawing information from trusted data sources. Additionally, we instruct our LLMs to process information step-by-step and to provide specific citations and references to substantiate all generated statements, ensuring accuracy and reliability.

Our policies require our employees and developers to proactively detect and reduce biases within AI systems. We are committed to developing and deploying ethical AI that is fair, inclusive, and non-discriminatory towards all individuals and groups.

Yes. In furtherance of the responsible and ethical development and deployment of AI, we have established a multi-layered governance framework. This framework helps ensure accountability, transparency, and continuous improvement across all AI initiatives.

All company AI use is governed by our Enterprise AI Use policies (for reference see excerpts of TREPOL 3100 Artificial Intelligence (AI) Use Policy and TREPOL 3200 Internal Use of AI Tools Policy).

We have established a multidisciplinary AI risk management team that oversees all AI initiatives to ensure that AI projects are developed and deployed responsibly, in compliance with our internal policies and relevant laws and regulations, and with ethical considerations at the forefront. Furthermore, employees are mandated to promptly report any suspected violations of our AI policy or any potential ethical, legal, or regulatory concerns related to AI use through established company reporting channels.

Yes. Our AI approach centers on human-AI collaboration, where AI enhances, rather than substitutes for, human judgment. Employees are expected to apply their own discretion when considering AI-provided suggestions. To maintain human oversight and accountability, our AI governance includes regular audits and a system for reporting incidents.

We maintain a strict approval process for all AI projects to ensure alignment with ethical and legal guidelines. We comply with all applicable laws and regulations, including those related to AI, data protection, privacy, and intellectual property.

Our product offerings include core AI capabilities, but our solutions are designed to provide appropriate control. Customers seeking information about customization or opt-out options for AI inference or data usage should refer to their product documentation or contact our support team, as features vary by product.