The chart below shows the technical support programs currently available from Kaspersky Lab. Standard support is free for licensed users, while the extended support programs* are available for a charge.
| Service description / Service level | Standard Support | Basic+ | Premium Platinum |
| Languages | English, Russian,
French and German | local and English | local and English |
| Technical support via |
Partners of Kaspersky Lab | Kaspersky Lab directly |
on-line (Knowledge Base,
Support Forum, F.A.Q.) | 24x7 | 24x7 | 24x7 |
| email | business hours | local business hours | 24x7 |
| phone | business hours | local business hours | 24x7 for Severity 1 issues
local business hours for Severity 2, 3 |
| Guaranteed support timelines: |
| incident registration and qualification | - | + | + |
| resolution time (working hours) | - | - | estimated |
| Technical Account Manager (TAM) | - | - | + |
| Assigned customer contacts | - | 1 | 4 |
| Available escalation levels | - | 2 | 3 |
Included # of customer requests
per calendar year | not applicable | 8 | 80 |
| Service level monitoring reports | - | monthly | weekly |
Subscription to security and
virus news | on request | included | included |
| Subscription to alerts and notifications | on request | included | included |
| Monthly virus activity reports | on the web | via subscription | via subscription |
| On-site TAM visit and consultation | - | - | 1 per year |
| Additional on-site services and consultations | not available | available at additional fees |
Check your local office for the products versions covered by extended support programs.
