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Support rules for Kaspersky Lab’s products |
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- Products are only supported during the period specified in the End User License Agreement.
- Standard support services are defined in the List of Standard Technical support services.
- To ensure a high standard of operation, it is recommended that users upgrade to the current version of the product. The current version of the product is supported during the entire term specified in the applicable license agreement.
- In the event of a change in the product line it is recommended that users upgrade to the current version of a similar product or a product with similar or improved functionality, as recommended by the company.
- Maintenance and support of the previous version of the product during the period specified in the applicable license agreement is provided for:
- Home User products: during a period of 18 months;
- Business products: during a period of 24 months.
The above periods begin from the release date of the current version.
- For the purposes of rendering of the basic services the company’s technical support service may require that the user install the latest released maintenance pack to their version.
- If a critical error or vulnerability is detected the company will do their best to correct the error as soon as possible for both the current and previous versions of the given localization of the product.
- Customers who have signed an additional support agreement (Service Level Agreement) are supported according to the conditions outlined in the agreement.
- The knowledge base containing technical support information of the product will be available on the company website for 5 years after sales of product have been discontinued.
- All products supported currently are listed on the public web-site of the company.
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