Standard terms and conditions of support

In accordance with the Software Quality Certificate of Kaspersky DDoS Protection and the Service Level Agreement for Kaspersky DDoS Protection, Customers that have completed the connection process and have successfully completed test redirection of traffic shall have access to the following technical support services:

• Kaspersky DDoS Protection Technical Support shall provide analysis and filtering of traffic of the Protected resource, notify the appropriate contact persons, and handle their requests.
• Technical support is provided 24/7, except in cases where the "Base" or "Light" service level was purchased.
• Technical Support is responsible for receiving and processing all requests and information from contact persons of the Customer. If requests received from the Customer are outside of the expertise of Technical Support personnel, these requests will be redirected to the appropriate employees who will contact the Customer.
• Queries from contact persons of the Customer can be submitted by email. In the text of a query, you must specify the name and IP address of the Protected resource related to the query, and provide a detailed and professional description of the problem or issue.
• Technical Support handles requests through a Helpdesk system. Each request of the Customer is assigned a specific registration number that is used to track the status of its processing. To avoid any confusion, contact persons of the Customer must document each issue in a separate message, and include the relevant request number in their correspondence.
• Phone interaction is considered an emergency means of communication with Technical Support (for critical incidents only). When contacting us by phone, please provide the following information: name of the company, name and IP address of the Protected resource related to the query, and a detailed description of the issue.
• Technical Support personnel are not responsible for conducting conference calls to analyze attacks and incidents.
• Requests by email or phonecan be accepted only from the Customer's contact persons who are authorized in their account dashboard on the Portal.
• Customers can do the following in their Portal account dashboard:
  • Manage their contact list.
  • Analyze statistics on the traffic of Protected resources.
  • Analyze the status of traffic of Protected resources during attacks.
  • Configure automatic notification mechanisms.
  • Edit lists of allowed and denied IP addresses that impact filter settings.
  • Request a Report on lists of IP addresses and a Report on attacks.

When first creating an administrator account, you must contact Technical Support.