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Tips for contacting Support

When to Contact Technical Support

The technical support service can be contacted at week days from 9.00 am till 9.00 pm by Moscow time (GMT +3).

What should I have ready before calling?

  • Your activation code (users of Business Optimal and Corporate Suite — the license number). It is indicated on the registration card which is included in the boxed version of the products. If you purchased our products online provide your order number and the name of the purchaser.

    If you don't have a Kaspersky Lab product we will still try to help you. We will provide you with the information you need to make an informed decision about choosing a product that will best suit your needs.

    What should I say to the technical support personnel?

    Please be as specific as possible and provide maximum details. Remember that the specialist is basing his/her advice on the information that you provide.

    Before calling to technical support be ready to answer the following questions:

  • Information about your computer: brand, processor type, RAM capacity, the size of your hard drive and free space on it, as well as information about your peripherals.
  • Your operating system: name, version number, language.
  • Which antivirus product is installed including version number.
  • What software is installed on your computer? It concerns products of Microsoft and other vendors. Include the software you had installed previously but then deleted.
  • Is your computer connected to a network? If yes — contact your system administrators first. If they can't solve your problem they should contact technical support themselves.
  • Details: when did the problem first appear? What had you been doing before the problem appeared? Very often this information allows us to resolve your problem quickly.

    General recommendations

    If possible contact Technical support when being at the computer on which you have the problem. It will save the time necessary to rectify the problem. If you have a question, your first line of enquiry is the Knowledge Base section of this site. This section includes answers to all the most common questions, your question might be described there and there will be no need to ask for additional help.

    When talking to support personnel do not forget that the person cannot see your computer. All information that helps the support person to rectify you problem is based on your words. So it is very important that you describe your problem in details and precisely as the consultant might not know some facts which are obvious for you. For example, it can take a lot of time to find out the reasons why a file infected by a macro-virus cannot be disinfected, till you by chance say the file is in archive.

    Remember, telephone support has its restrictions and not every problem can be rectified per phone. Do not blame the consultant for refusing to explain you how to clean the system registry and for suggesting you to contact the service center – the consultant simply soberly evaluates your knowledge and realizes what will be the consequences of unskillful and inaccurate actions.

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