The Kaspersky Lab Standard Support Policy is applied on a global basis. It describes the Standard Support Offering (Service) Kaspersky Lab provides to its Customers. Kaspersky Lab reserves the right to amend these Terms and Conditions and will publish updates at http://support.kaspersky.com/. Customers who have purchased additional support offerings are supported according to the conditions outlined in their agreement.
Customer shall mean a company (Corporate Customer) or an individual (Consumer) who has purchased Software under an active EULA and to which Kaspersky Lab provides support services.
Freemium product shall mean a product which is provided free of charge but has additional functionality available on a paid basis.
Incident shall mean a Customer-reported Application behavior event that is not part of the standard operation (according to the Software documentation) and which causes, or may cause, an interruption to, or a reduction in, the quality of service provided by the Application.
License shall mean the right issued by Kaspersky Lab to a Customer to use its products in the Customer’s environment in accordance with the corresponding License Agreement. This right is generally provided on a paid basis and has an expiration date.
Major Release shall mean the first commercially available version of a new Application. A major release is associated with switching to the next version number (e.g. from 14 to 15).
Minor Releases shall mean all subsequent versions of an Application available after a Major Release. A Minor Release is associated with switching to the next subsequent minor version number (e.g. from 14.0.0 to 14.0.1).
Patch shall mean any type of Application public update/upgrade which fixes Application errors and/or adds new functionality (maintenance packs, critical fixes, auto patches, manual patches).
Prospect shall mean a company or an individual who uses a trial version of the Application under a valid trial License.
Qualified answer shall mean any answer to the initiator that is made by an assigned specialist and contains the results of a preliminary analysis. If there is a lack of information in the initial request, this answer contains a request for all necessary information. Additionally, this request may contain an estimated resolution time, when applicable.
Response time shall mean the elapsed time between the moment information about an incident is received and the moment the Customer is given a qualified answer (via support system, email or phone).
Software or Application shall mean a piece of Kaspersky Lab software that the Customer has acquired, deployed and installed in accordance with the terms of the license agreement between Kaspersky Lab and the Customer.
Support hours shall mean the days of the week and the times during the day that support services are provided under the Terms and Conditions.
Support Team, Technical Support shall mean the Kaspersky Lab support technicians, including those of Kaspersky Lab subsidiaries or local service delivery partners.
Update shall mean a release of new virus signatures or modified licensed application(s) which provides functional or performance improvements and/or incorporates new functionality and improvements.
Kaspersky Lab provides support services for supported versions of licensed Applications depending on the product type and License type and status:
* Free Kaspersky Lab products may be supported by community experts on the Kaspersky Lab Forum.
The list below describes the support services Kaspersky Lab provides to the Customer as part of the Standard Support Offering:
Kaspersky Lab has no obligation to provide support when and where:
Request types not covered by the Standard Support Offering include, but are not limited to, the following:
* Remote support sessions are only conducted at the discretion of Technical Support.
Some actions outside the scope of the Standard Support Offering may be offered as a separate paid service. The availability and scope of paid services may vary for specific Kaspersky Lab subsidiaries and local service providers.
Kaspersky Lab’s Support Team assists Customers on a “best-effort” basis, but cannot guarantee successful installation of an Application or successful remediation of malware or a malfunction in the following scenarios:
Actual support hours may vary for specific Kaspersky Lab subsidiaries or local service delivery partners.
Kaspersky Lab provides standard support services in English, French, German, Italian, Russian, Spanish, Japanese and other languages supported by local subsidiaries and/or service delivery partners.
Local subsidiaries and/or service delivery partners will use commercially reasonable efforts to provide language support during regional business hours, based on available resources. A specific response time is not guaranteed within Standard Support. Commitments to a particular response time can be provided as part of a paid service.
Kaspersky Lab will take commercially reasonable efforts to manage an Incident and address the Customer’s case according to the relative priority in the general queue of all Kaspersky Lab customer requests.
For Consumers, all Incidents have the same priority and are processed one by one in the order of their arrival.
For Corporate Customers, an Incident gets priority based on the following criteria:
For Corporate Customers with extended technical support, incidents are prioritized and handled according to the terms of the extended technical support agreements.
All Incidents sent for resolution to Kaspersky Lab Technical Support will be assigned “pending” status while waiting for the Customer’s confirmation that it is resolved. If incident resolution is not confirmed within a specified period of time (varies for specific Kaspersky Lab subsidiaries) after information has been requested from the Customer or the resolution has been provided, the Incident is automatically considered resolved and then closed with corresponding notifications sent to the Customer.
Standard Support is delivered through the following channels:
*For countries where support via Chat is available you can find a button “Live Chat” on the page with country contact info.
Kaspersky Lab Forum is a special channel where support is delivered by a community. Kaspersky Lab provides a platform for communication and knowledge sharing between community experts and Customers, and it cannot guarantee resolution of all the requests made via the Forum.
Kaspersky Lab provides different levels of support service depending on the phase of the Application support lifecycle. Support lifecycle consists of the following phases:
Phases follow one another in the specified order. Limited Support and Not Supported phases may be omitted for some products at Kaspersky Lab’s discretion.
The deliverables provided during each support phase are defined below:
The table below shows the support service deliverables available during different support phases. The actual deliverables for a specific application may vary.
Full Support phase
Limited Support phase
Not Supported phase
* No new patches are released for this software version during this phase unless a severe software problem is detected and acknowledged by Kaspersky Lab at Kaspersky Lab's discretion.
The up-to-date list of supported applications and their support phases is published at http://support.kaspersky.com/support/lifecycle.
Kaspersky Lab warrants the availability of support services for the application(s) in accordance with the License Agreement (the Agreement) and these terms and conditions. Additional services as well as extended technical support can be provided on a paid basis.
While working with the Support Team, the Customer should provide Kaspersky Lab with timely responses, information about the purchased License and any information that might be reasonably needed (logs, malware samples, etc.) as part of the remediation or Incident resolution process. Kaspersky Lab’s Support Team may also request that the Customer use additional Kaspersky Lab utilities whenever it is crucial for Incident resolution.
After an Incident is resolved, the Customer may be asked to complete a questionnaire on service quality.
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