Contact Customer Service

This section describes how to get technical support and the terms on which it is available.

How to get customer service

If you cannot find a solution to your issue in the documentation or in any of the sources of information about the app, we recommend that you contact Customer Service. Visit the Customer Service website to contact our experts, who can answer all your questions about installing and using the app.

Before contacting Customer Service, please read the support rules.

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Preparing to contact Customer Service

Before creating a request, please do the following:

• Install the latest version of the application for which you want to create a request.

  You can download an application installation package on My Kaspersky. Most problems are resolved by simply installing the latest version of an application.

• In the Subscriptions tab, add information about your subscription for the application for which you want to create a request.

  Subscription registration helps Customer Service engineer obtain information on your subscription automatically.

• Make sure that your question is not in the list of Kaspersky Customer Service limitations.

What information Customer Service engineer needs

When creating a request to Customer Service, please provide the following information:

• Specify all the steps needed to reproduce the problem.
• Provide the exact error text (you can attach a snapshot of the error).
• Describe the steps you have taken to resolve the problem (if you created the topic in Kaspersky Forum, add a link to the topic).
• If a problem occurs when using an application on your mobile device, provide the device model and the full version of the firmware.

How to attach a large file to the request

You can attach a large file to Customer Service request. You can attach the file when creating a new request or attach the file to an open request. To do this, you need to download and install on your device an application that supports uploading files via WebDAV. You can find the examples of free applications that support uploading files via WebDAV in the table below.

Examples of free applications that support WebDAV

We have only tested the applications' compatibility with My Kaspersky and they were free to use at that moment. The applications' interface may be unavailable in your preferred language. Please also check the applications' GDPR compliance and privacy policies before using them. Kaspersky is in no way sponsored, endorsed by, or otherwise affiliated with any of the owners of these applications. This list is for informational purposes only and shall not be interpreted or construed in any way to create any warranties of any kind, either expressed or implied.

You can use any application that supports uploading files via WebDAV.

To attach a large file to the technical support request:

1. Go to the Support section.
2. In the Customer Service window, scroll down and click Contact Customer Service link.
3. Select the request to which you want to attach a large file or start creating a new request by clicking the Create request button.
4. Click Upload large files via WebDAV, and then click Copy the link.

   The link to the Customer Service web folder will be copied to clipboard.

5. Open the application that supports WebDAV file uploads.
6. Create a new WebDAV connection using the link to a web folder as the server address.
7. Establish a connection (for example, click Connect).

   The application connects to the Customer Service web folder.

8. Upload a file to the web folder (for example, click Upload and select a file from your device).

   The file will be uploaded to the Customer Service web folder.

9. Go back to the request window, fill in all the required fields, and submit your request by clicking the Send request button.

The uploaded file is attached to the request.

You can upload a maximum of 1,200 MB via WebDAV.

Responding to Customer Service engineer

To respond to a message from the Customer Service engineer:

1. Go to the Support section.
2. In the Customer Service window, scroll down to Contact us section and click the Contact Customer Service link.

   A list of your requests with the status and last modification date and time is displayed.

3. Select the request to which you want to respond.
4. Enter your message and click the Send button.

Your response is submitted to Customer Service and is displayed in the message thread.

Limitations of Kaspersky Customer Service

Kaspersky has no obligation to provide Customer Service when and where:

• Hardware or software is not compliant with the minimum system requirements for the application.
• An application reaches its end of life.

Types of requests not covered by Standard Service include (but are not limited to) the following:

• performance improvements and customer device tuning;
• disinfection of malware infected computers (including remediation of the after-effects of malware infection);
• malware description requests;
• on-site support;
• support outside of working hours;
• questions related to the functions of third-party applications or operating systems;
• applying third-party patches to operating systems and applications, applying third-party vulnerability patches;
• best practices of network security configuration;
• application training;
• application deployment walkthroughs;
• application health checks and tune-ups.

Some of the actions that are out of scope of the standard service may be offered as a separate paid service. The catalog of paid services may vary for specific Kaspersky subsidiaries or local service delivery partners.

Kaspersky Customer Service will assist customers on a "best effort" basis but cannot guarantee successful installation of an application or successful remediation of malware or malfunction in the following scenarios:

• Malware is present and no anti-virus software is installed.
• A third-party anti-virus product is installed but did not detect malware/disinfect the malware.
• Kaspersky applications are installed in a mixed environment along with another anti-virus solution.
• Incidents caused by hardware.
• Incidents caused by non-supported platform software versions (i.e., beta software, versions of new service packs or additions not yet approved by Kaspersky for compatibility with the applications).
• Problems for which the customer cannot provide accurate information that is reasonably requested by the Customer Service team to reproduce, troubleshoot and investigate the problem.
• Problems that arise because of unapplied or incorrectly applied instructions from the Customer Service team or Kaspersky documentation that would clearly resolve the problem if properly applied.

You can find additional information on Kaspersky Customer Service limitations in Support Rules for Kaspersky Software.