Support Rules for Kaspersky Software

Updated June 11, 2024

The Support Rules (hereinafter referred to as "Rules") for Kaspersky Software (hereinafter referred to as "Software") describe the Technical Support/Customer Service (hereinafter referred to as "Support") that Kaspersky provides to its Users. Kaspersky reserves the right to amend these Rules and will publish the updated versions at https://support.kaspersky.com/.

  • 2.1. All Users have access to:
  • 2.2. The working hours of Support depend on the application type (for home and mobile devices or business) and the country.
  • 2.3. When creating a request, a User should describe their request in as much detail as possible and follow the principle of "one request for one problem". If there are several problems, the User should create a separate request for each one of them.

The list of supported Software for home and mobile devices.

Kaspersky Technical Support/Customer Service specialists make every effort to provide quality support within reasonable time, depending on the nature of the request. Obligations to respond within a fixed period of time can only be offered as part of paid services.

  • 4.1. Standard Support includes the following:
    • 4.1.1. Processing requests related to Software malfunction and regular database updates
    • 4.1.2. Processing requests related to malware:
      • a) False positives of Software
      • b) Undetected malware samples
      • c) Recommendations for disinfection of devices infected with malware
    • 4.1.3. Assistance with recovering information about a lost or damaged license (if possible)
    • 4.1.4. Consultations on the following questions:
      • a) How and where to download the Software
      • b) Where to find information about the Software (for example, user guides and training materials)
      • c) How to use the online services: My Kaspersky and CompanyAccount
  • 4.2. Standard Support does not include the following:
    • 4.2.1. Development of new Software functionality at the request of a User
    • 4.2.2. Performance improvement and configuring of User's devices
    • 4.2.3. Disinfection of computers infected with malware (including mitigation of the effects of such infection) by Technical Support/Customer Service specialists
    • 4.2.4. Malware description
    • 4.2.5. Onsite Support and Remote Support sessions (can be bought as an additional service within Kaspersky Professional Services)
    • 4.2.6. Assisting a User on the phone or via web chat while collecting data for analysis and/or application of recommendations
    • 4.2.7. Consultations regarding third-party applications and/or operating systems
    • 4.2.8. Use of third-party patches for operating systems and applications to fix vulnerabilities
    • 4.2.9. Integration of Kaspersky Software with third-party software
    • 4.2.10. Configuring and checking the Software performance by Technical Support/Customer Service specialists and advice on configuring network security (can be bought as an additional service within Kaspersky Professional Services)
    • 4.2.11. Software training
    • 4.2.12. Demonstration, deployment, and configuration of Software (can be bought as an additional service within Kaspersky Professional Services)
    • 4.2.13. Analysis and provision of an official opinion on causes of a technical error
    • 4.2.14. Analysis and investigation of the causes of incidents resulting from malware infection (can be bought as an additional service within Kaspersky Incident Response)
  • 4.3. Kaspersky does not provide Support in the following cases:
    • 4.3.1. Hardware and/or platform-specific software does not meet the minimum system requirements for Software.
    • 4.3.2. Software version is no longer supported (support renewal can be bought upon request).
  • 4.4. Kaspersky does not guarantee successful installation, stable Software operation, and resolution of problems in the following cases:
    • 4.4.1. Installation is performed on an infected device.
    • 4.4.2. Kaspersky Software is installed in a mixed environment together with other incompatible applications.
    • 4.4.3. Software interruptions are caused by hardware issues.
    • 4.4.4. Software interruptions are caused by incompatible versions of platform-specific software.
    • 4.4.5. The User is unable or refuses to provide Kaspersky Technical Support/Customer Service specialists with the information that is required to reproduce, analyze, and fix the specific problem.
    • 4.4.6. The problem arose due to incorrect use or disregard of instructions provided by Kaspersky Technical Support/Customer Service specialists or Kaspersky documentation.
  • 4.5. Kaspersky provides Support under the following conditions:
    • a) All commercial and freemium Software for home and mobile devices is supported regardless of the License status.

Some services that are not included in Standard Support may be offered as part of paid services.

Kaspersky provides Professional Services and Premium Support. The best experts will help you with any tasks and difficulties you might come across when using Kaspersky software.

The services for troubleshooting the software for home and mobile devices: Premium Services.

The availability and content of paid services vary by region and local service providers.

Kaspersky Technical Support/Customer Service specialists may ask the User to execute additional Kaspersky utilities (software tools) if this is deemed necessary for handling a request.

After processing a request and on a periodic basis, Kaspersky has the right to ask the User for feedback on the quality of service.

When communicating with Technical Support/Customer Service specialists, the User must provide Kaspersky with timely responses, information about the purchased License, and any information reasonably necessary to properly process the request.

The User can send a feedback about the Customer Service for home and mobile Software, by selecting the feedback request type in the contact form via a convenient communication channel.