Kaspersky Premium Support
Kaspersky Premium Support
Kaspersky Premium Support options solve IT security issues with high-priority support. Keep your business running smoothly with world-class assistance from our team of certified engineers.
| Standard license | Plus license | Enhanced Support (Plus license is required) |
Enhanced Support with TAM (Plus license is required) |
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| Support Coverage | ||||||
| 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. |
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Unlimited | Unlimited | ||
| Assigned Customer Technical Contacts Organizations have a predetermined number of contacts authorized to call for support. |
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4 | 8 | ||
| Break/Fix Incidents Break/fix incidents include software errors, false detections, product functionality and database updates, and other issues covered by Standard Support. |
Unlimited | Unlimited | Unlimited | Unlimited | ||
| Telephone Support | ||||||
| All Severity Levels | |
24/7/365 | 24/7/365 | 24/7/365 | ||
| Web Ticket 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 a Kaspersky product |
Standard office hours | Standard office hours | 24/7/365
(outside office hours, duplicate your request via phone) |
24/7/365
(outside office hours, duplicate your request via phone) |
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| Severity Level 2 Severe impact on business, core applications or many non-critical systems |
Standard office hours | Standard office hours | Standard office hours | 24/7/365
(outside office hours, duplicate your request via phone) |
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| Severity Level 3, 4 Business impacted or partially disabled |
Standard office hours | Standard office hours | Standard office hours | Standard office hours | ||
| 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 a Kaspersky product |
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2 hours | 30 minutes | ||
| Severity Level 2 Severe impact on business, core applications or many non-critical systems |
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6 working hours | 4 hours | ||
| Severity Level 3 Business impacted or partially disabled |
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8 working hours | 6 working hours | ||
| Severity Level 4 Non-critical issues or requests |
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10 working hours | 8 working hours | ||
| Remote Assistance | ||||||
| Remote Assistance A Kaspersky engineer remotely connects to your computer for your convenience. Remote support sessions are only conducted at the discretion of Technical Support. |
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All Severity Levels | All Severity Levels | ||
| Enhanced Assistance | ||||||
| TAM Team A team of senior-level engineers ensures security through proactive troubleshooting and ongoing service updates. |
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| Dedicated TAM A dedicated Technical Account Manager (TAM) maintains your company's security through proactive troubleshooting and ongoing service updates. |
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| Detailed Security Assurance | ||||||
| Quality Monitoring and Reporting Receive a monthly status incident report for your review. |
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| Review Call Review current issues and plan future actions. |
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4 per year | ||
| Health Check Service Validate your administration settings. This is available for existing Enterprise customers only. |
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Once a year | ||
| Private Patching and Error Fixing Receive hot fixes to issues specific to your company’s environment. |
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| Priority Escalation of Support Requests Your issues receive top priority from the Kaspersky team. |
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Basic | Medium | High | ||
