Kaspersky Premium Support

 

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Kaspersky Premium Support

Kaspersky Lab’s Maintenance Service Agreement (MSA) programs offer a range of superior support options for all of your security needs. Protect your business with world-class assistance from our local team of certified engineers.

Select the plan that's right for you:

Table view: shortfull

RecommendedRecommendedRecommendedRecommendedRecommended
Standard Support MSA Start MSA Plus MSA Business MSA Enterprise
  For all clients by default For smaller organizations For growing businesses For organizations that require 24/7 support For large enterprises with complex environments
Support coverage, incident ID and support
Premium Incidents Per Year
?

More extensive than standard issues, premium incidents often require a walk through, a review of best practices or an advanced guided explanation.

061236Unlimited
Telephone support
Severity Level : 1
?

  • Business stopped or network inoperative
  • Network-wide virus outbreak
  • Critical servers severely impacted
  • False-positive detections affecting critical applications
  • Many computers unresponsive to Kaspersky Lab product

9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday24/7/365 24/7/36524/7/365
Web ticket support
24/7/365
?

24x7x365 (Processed 9 am to 8 pm Monday-Friday)

Response time
Severity Level : 1
?

  • Business stopped or network inoperative
  • Network-wide virus outbreak
  • Critical servers severely impacted
  • False-positive detections affecting critical applications
  • Many computers unresponsive to Kaspersky Lab product

8 working hours4 hours2 working hours (30-minute callback)2 working hours (30-minute callback)
Enhanced Support Services
Dedicated TAM
?

A dedicated Technical Account Manager (TAM) maintains your company's security through proactive troubleshooting and ongoing service updates.

Detailed Security Assurance
Quality Monitoring and Reporting
?

Receive a monthly status incident report for your review.

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RecommendedRecommendedRecommendedRecommendedRecommended
Standard Support MSA Start MSA Plus MSA Business MSA Enterprise
  For all clients by default For smaller organizations For growing businesses For organizations that require 24/7 support For large enterprises with complex environments
Request plan Request plan Request plan Request plan
Support coverage, incident ID and support
Premium Incidents Per Year
?
061236Unlimited
Assigned Customer Technical Contacts
?

Organizations have a predetermined number of contacts authorized to call for support.

01248
Break/Fix Incidents
?

Break/fix incidents include software errors, false detections, product functionality and database updates, and other issues covered by Standard Support.

Telephone support
Severity Level : 1
?

  • Business stopped or network inoperative
  • Network-wide virus outbreak
  • Critical servers severely impacted
  • False-positive detections affecting critical applications
  • Many computers unresponsive to Kaspersky Lab product

9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday24/7/36524/7/36524/7/365
Severity Level : 2
?

Severe impact on business, core applications or non-critical systems

9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday24/7/365
Severity Level : 3
?

Business impacted or partially disabled

9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday
Severity Level : 4
?

Non-critical issues or requests

9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday9 am to 8 pm (ET) Monday - Friday
Web ticket support
24/7/365
?

24x7x365 (Processed 9 am to 8 pm Monday-Friday)

Response time
Severity Level : 1
?

  • Business stopped or network inoperative
  • Network-wide virus outbreak
  • Critical servers severely impacted
  • False-positive detections affecting critical applications
  • Many computers unresponsive to Kaspersky Lab product

8 working hours4 hours2 working hours (30-minute callback)2 working hours (30-minute callback)
Severity Level : 2
?

Severe impact on business, core applications or non-critical systems

8 working hours4 hours
Severity Level : 3
?

Business impacted or partially disabled

12 working hours12 working hours
Severity Level : 4
?

Non-critical issues or requests

24 working hours24 working hours
Remote Assistance
Remote Assistance
?

A Kaspersky Lab engineer remotely connects to your computer for your convenience.

Enhanced Support Services
TAM Team
?

A team of senior-level engineers ensures security through proactive troubleshooting and ongoing service updates.

Dedicated TAM
?

A dedicated Technical Account Manager (TAM) maintains your company's security through proactive troubleshooting and ongoing service updates.

Detailed Security Assurance
Quality Monitoring and Reporting
?

Receive a monthly status incident report for your review.

Review Call
?

Ensure your security with an eight-hour onsite visit from Kaspersky Lab—including travel and expenses.

1 per year
Remote HealthCheck (3rd Month)
?

Remotely validate your administration settings. This is available for existing Enterprise customers only.

2 hours included
Private Patching and Error Fixing
?

Receive hot fixes to issues specific to your company’s environment.

Priority Escalation of Support Requests
?

Your issues receive top priority from the Kaspersky Lab team.

BasicMediumHighHighest
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