Kaspersky Premium Support Service Terms and Conditions
Latest update: August 31, 2022
ID: 15662
We welcome you as a Kaspersky Premium Support Service customer. Kaspersky Premium Support Service is powered by the Kaspersky technical support team (“Kaspersky Technical Support”).
Kaspersky Lab Australia and New Zealand Pty Ltd will confirm receipt of your order and provide the Kaspersky Premium Support Service (“Service”) only if (1) you accept the Service terms and conditions as stated herein (“Terms”), and (2) the Service is available at the time of request.
You accept the Terms herein by accepting provision of the Service and/or using the Service and/or completing your subscription to the Service online or by any other means, including telephone purchase in accordance with the terms of subscription for the Service. We may change these Terms from time to time without notice so you should review them each time that you use the Service to ensure you are familiar with and accept the terms that will apply at that time.
1. Kaspersky Premium Support Service
Kaspersky Technical Support provides support and assistance to customers who require services to address a wide range of questions and issues relating to technical features for use or while using any Kaspersky product or service (“Service”).
The list of Kaspersky products, latest version of which are available with full technical support, are available at: https://support.kaspersky.com/consumer/support.
By subscribing to the Service, customer (“You” or “Customer”) is entitled to receive premium technical support (including remote connection technical support) and assistance provided by specialists of Kaspersky Technical Support (“Service Agent”) on one (1) Windows or one (1) macOS computer via remote support comprised of the following to address a wide range of questions and issues relating to technical features for use or while using any Kaspersky product or service:
- Priority routing of phone calls and chat made through dedicated Premium Support phone number and chat link. Remote sessions will be provided exclusively via chat.
- Expert installation of your Kaspersky software on your primary Windows or Mac OS device (one device per year).
- Health Check on your desired Windows OS device via a remote connection (one Health Check on one device per year). Health check includes assessment of the hardware and software on the device, as well as promotion of best practices with your Kaspersky application(s).
- Virus and Spyware Removal on your Windows or Mac OS device protected by a Kaspersky Anti-Virus, Internet Security, Total Security, and Security Cloud (“Antivirus Software”). You acknowledge the limitations stipulated in section 5. “Scope of Services”, as well as the requirement that Antivirus Software must be installed and running on the infected device prior to the removal request.
- Remote connections to your Windows or Mac OS device, which can be initiated by Kaspersky Premium Support within the Premium Support chat link provided post purchase
The Premium Support subscription term is one (1) year from the date of Service purchase unless the plan is included as part of a Kaspersky Premium product where the subscription term would coincide with the length of an active product license.
You acknowledge that the provision of Service will be solely made through a dedicated Premium Support phone number and a dedicated Premium Support link for chat and remote connection, both of which will be delivered to you post purchase of Service. Any contacts to support made through regular channels will not be considered for Premium Support, including any submissions made through the https://my.kaspersky.com portal.
Premium Technical Support will be provided via phone, chat and remote session during business hours (Local Time - except select holidays). Major holidays excluded are Christmas and at other times at Kaspersky Premium Support’s discretion.
Local phone numbers for the Service are available in Australia, Argentina, Brazil, Chile, Colombia, France, Germany, Hong Kong, Ireland, Italy, Japan, Kazakhstan, Kenya, Mexico, Netherlands, New Zealand, Puerto Rico, Russian Federation, South Africa, Spain, United Arab Emirates, United Kingdom, United States of America and Venezuela. Chat is available in all countries where the Service has been launched.
2. Customer Responsibilities
You agree to:
- Comply with all procedures and fulfil all requirements as necessary in order that Kaspersky Technical Support is able to provide you with the Service.
- Carry out necessary instructions specified by the Service Agent when performing Service routines.
- Back up the hard disk drive and/or other storage devices you may have in your device as you deem fit before your session with the Service Agent begins.
- Be responsible fully for your data, software and files including any loss, alteration or corruption thereof.
- Ensure your device meets all requirements and specifications as is necessary for each hardware or software application to be properly installed and/or function.
- Provide the Service Agent with required passwords and key codes necessary for providing the Service.
- Ensure that you have all legal rights, including copyrights for all software and other files on your device.
- Assume responsibility for problem resolution due to third party hardware or software compatibility issues.
- Defend, indemnify and hold harmless Kaspersky Lab Australia and New Zealand Pty Ltd or its affiliates and subcontractors (including Kaspersky Technical Support) from and against any and all liabilities, damages, claims or proceedings arising out of your acts or omission including non-compliance with any of the above.
3. Refund Policy
The Premium Support subscription term is one (1) year from the date of Service purchase.
You may cancel the Service within thirty (30) days of the date You ordered the Service if You have not used it, and obtain a refund. To qualify for this refund (by way of credit or debit to the card used for purchase), You must contact Kaspersky Customer Services (https://www.kaspersky.com/about/contact) within thirty (30) days of purchase and request a refund of the fees You paid for the Service. After that period, no refund will be available (except as otherwise required by law). To qualify for this refund no Service(s) should have been provided during the thirty (30) day period. The Service is offered on a "Best Efforts" basis and no refund is payable arising from any issue not successfully resolved after the Service Agent’s provision of the Service in good faith.
4. Transferability
Your right to use the Service is not transferable. You may not use the Service in connection with any sharing arrangement, on behalf of any third-party or with respect to any device not owned by you or software program not installed on devices owned by You.
5. Scope of Service
Kaspersky Technical Support will use commercially reasonable efforts to provide You with the Service. However, You acknowledge that not all problems can be diagnosed or corrected easily, and some may require You to return your device to its original state or reload the operating system or application software; to reload your personal settings and data; or to work with a third party hardware or software vendor to resolve the problem.
The Customer acknowledges that Kaspersky Technical Support may not be able to solve the Customer’s particular problem, and shall not be held liable in any way for not having resolved the problem.
In the course of providing the Service, Kaspersky Technical Support may determine that the issue is beyond the scope of the Service, and shall not be held liable in any way for such determination.
You further acknowledge that not all spyware, malware or virus can be successfully removed, and that such removal or removal attempts may impact the performance of other software programs on the customer’s system. Kaspersky Premium Support does not guarantee or warrant that any or all spyware, malware or virus will be or can be removed, and Kaspersky Premium Support does not guarantee or warrant that any spyware, malware or virus removal or removal attempt will not impact the performance of other programs on customers’ systems.
6. Cancellation of Service
Kaspersky Technical Support may, at its sole discretion, cancel the Service, in which case you will be entitled to a refund for any unused prepaid Service period.
7. Kaspersky Technical Support Warranties
Kaspersky Premium Support warrants that it will perform the Service using reasonable care and skill.
THESE WARRANTIES ARE YOUR EXCLUSIVE WARRANTIES AND REPLACE ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. SOME COUNTRIES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF EXPRESS OR IMPLIED WARRANTIES OR LIMITATIONS ON THE DURATION OF TIME OF AN IMPLIED WARRANTY, SO THE ABOVE EXCLUSION OR LIMITATION MAY NOT APPLY TO YOU. IN THAT EVENT, SUCH WARRANTIES ARE LIMITED IN APPLICATION TO THE EXTENT PERMITTED BY LAW OR LIMITED ON THE DURATION TO THE WARRANTY PERIOD TO THE EXTENT PERMITED BY LAW, AS APPLICABLE.
Kaspersky Premium Support does not warrant that Kaspersky Premium service will be able to correct all problems endorsed to it.
CUSTOMER EXPRESSLY AGREES THAT USE OF THE SERVICE IS AT CUSTOMER’S SOLE RISK. THE SERVICE IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS.
8. General
You agree that under these Terms all information provided by You are, including over the telephone or electronically, non-confidential. If You intend to provide any confidential information, You will indicate that to the Service Agent and no such confidential information shall be disclosed unless under a signed confidentiality agreement. In the event that You choose to disclose any information without a signed confidentiality agreement, You waive all claims that the information is confidential.
You agree that any information disclosed or provided to Kaspersky Technical Support, including over the telephone or electronically, shall not be deemed to be customer proprietary information.
Kaspersky Lab Australia and New Zealand Pty Ltd and related companies including employees and the Kaspersky Technical Support and if applicable agents will process, store and use certain information about your transaction and your contact information, including name, phone numbers, address, and e-mail addresses. We may also contact You to notify You about any product recall, safety issue or service actions. Where permissible under local law, we may use this information to inquire about your satisfaction with our products or the Service discussed above or provide You with information about other products and services and, if we do so, You may at any time decline to receive any further communications. In accomplishing these purposes, we may transfer your information to any country where we do business, we may provide it to entities acting on our behalf, or we may disclose it where required by law. We will not, however, sell or otherwise transfer the personally identifiable information You provide to any third parties for their own direct marketing use unless we provide clear notice to You and obtain your explicit consent for your data to be shared in this manner. Kaspersky’s privacy policy is available at https://www.kaspersky.com/global-privacy-policy.
KASPERSKY LAB AUSTRALIA AND NEW ZEALAND PTY LTD, AND RELATED COMPANIES (INCLUDING EMPLOYEES AND THE KASPERSKY TECHNICAL SUPPORT) AND IF APPLICABLE SUBCONTRACTORS, SUPPLIERS, OR SOFTWARE DEVELOPERS OF KASPERSKY LAB AUSTRALIA AND NEW ZEALAND PTY LTD OR RELATED COMPANIES, WILL NOT BE LIABLE FOR ANY OF THE FOLLOWING EVEN IF INFORMED OF THEIR POSSIBILITY: 1) THIRD-PARTY CLAIMS FOR DAMAGES; 2) LOSS OF, OR DAMAGE TO, DATA; OR 3) SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR DIRECT, INDIRECT DAMAGES OR FOR ANY ECONOMIC DAMAGES, INCLUDING LOST PROFITS, BUSINESS, REVENUE, GOODWILL OR ANTICIPATED SAVINGS. SOME COUNTRIES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE EXCLUSION OR LIMITATION MAY NOT APPLY TO YOU. IN THAT EVENT, SUCH EXCLUSION OR LIMITATION OF INCIDENTIAL OR CONSEQUENTIAL DAMAGES ARE LIMITED TO THE EXTENT PERMITTED BY LAW. NO EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES SHALL APPLY EXCEEDING THE EXTENT PERMITTED BY LAW.
It is the Customer’s responsibility to back-up the software and data that is stored on Customer’s devices and Kaspersky Premium Support shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files.
Notwithstanding any language to the contrary, Kaspersky’s maximum liability to You arising from or related to the Service under this Agreement shall be limited to the sums paid by You to Kaspersky for the Service.
If any provision of these Terms is deemed unenforceable or void, the remaining provisions will continue to be in effect.
Nothing in these Terms affects any statutory rights of consumers that cannot be waived or limited by contract.
9. Governing Law and Dispute Resolution
These Terms will be governed by and construed in accordance with the laws of Australia.
No action, regardless of form, arising out of these Terms may be brought more than one (1) year after the cause of action has occurred, or was discovered to have occurred.
Any claim, action or dispute arising under or relating to these Terms will be brought exclusively in (and the parties will be subject to the exclusive jurisdiction of) the courts of Australia.