Kaspersky Premium Support

Kaspersky Premium Support options provide Premium Support by security experts who know the quickest, safest and most effective way to resolve your issue. We’ll ensure your cybersecurity runs smoothly, giving you and your team complete peace of mind.
Fixed response time (SLA)
Fixed response time (SLA)
Access to priority technical support 24/7/365. With fixed response times, you will know exactly when the experts will get to solving your problem.
Private patches
Private patches
We use prioritized hot fixes and private patches to tackle unique and unexpected issues.
Single point of contact
Single point of contact
A dedicated Technical Account Manager coordinates the communication with Kaspersky experts for you and manages processing of all the incidents.
World-class experts
World-class experts
Protect your business with world-class assistance from our team of certified engineers.

Premium Support plans

You can select a Premium Support plan depending on your needs.

Kaspersky MSA Start

Designed for smaller organizations that want additional help beyond standard break/fix support, as well as access to senior technical support resources.

Learn more PDF, 280 KB
Kaspersky MSA Plus
Designed for growing businesses that need fast access to senior technical resources and would benefit from deployment, configuration, migration and best practices assistance.
Learn more PDF, 260 KB
Kaspersky MSA Business
Designed for organizations that require 24x7 support availability for critical issues, with direct access to senior technical engineers.
Learn more PDF, 304 KB
Kaspersky MSA Enterprise
Designed for large enterprises with complex environments that require dedicated, personalized, proactive support around the clock.
Learn more PDF, 316 KB

Compare Premium Support plans

Support terms and conditions may vary depending on the product.

For detailed terms and conditions, refer to the Kaspersky Products Terms and Conditions page.

Standard Support MSA Start MSA Plus MSA Business MSA Enterprise
Support availability
Severity level 1

A critical problem that can stop the company's operations (e.g., a virus outbreak).

Standard office hours Standard office hours Standard office hours 24/7/365 24/7/365
Severity level 2

A critical problem that affects the product’s functionality but does not stop the company's operations.

Standard office hours Standard office hours Standard office hours Standard office hours 24/7/365
Severity levels 3, 4

Non-critical issues or service requests that do not affect the product’s functionality.

Standard office hours Standard office hours Standard office hours Standard office hours Standard office hours
Premium incidents
Premium incidents per year

A premium incident is an incident that technical support processes with a higher priority than a standard incident

no 6 12 36 Unlimited
Priority escalation of premium incidents

The response time and escalation priority depend on your MSA plan.

no Basic Medium High Highest
Response time to premium incidents
Severity level 1

A critical problem that can stop the company's operations (e.g., a virus outbreak).

no 6 working hours 4 working hours 2 hours 30 minutes
Severity level 2

A critical problem that affects the product's functionality but does not stop the company's operations.

no no no 6 working hours 4 hours
Severity level 3

Non-critical issues that do not affect the product's functionality

no no no 8 working hours 6 working hours
Severity level 4

Non-critical service requests. All incidents that do not fall into the first three levels.

no no no 10 working hours 8 working hours
Enhanced support services
Assigned Technical Account Manager

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

no no no no Dedicated TAM (available during working hours)
Private Patching

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

no no no no yes
Detailed security assurance
Health Check Service

Assessment of the current state of the security system and recommendations for improvement

no no no no Once a year
Quality Monitoring and Reporting

A personal TAM monitors the status of your incidents and provides quarterly reports for your review.

no no no no yes
Review Call

Review current issues and plan future actions.

no no no no 4 per year