Premium Platinum Support Service Level Overview
Aiming to increase the level of protection for customers and allow customers to select the service levels that best fit their needs, Kaspersky Labs offers its corporate customers worldwide a dedicated security service under a Premium Platinum Service Level Agreement, which supplements Standard Support with:
- extended support hours (24x7)
- guaranteed response and follow-up timelines
- estimated incident resolution times
- named support Technical Account Manager (TAM)
- 3-level escalation management
- proactive information about upgrades and updates
- subscription to security and virus alerts
- guided access to software upgrades and patches
- service quality monitoring and regular request-tracking reports
- advanced incident handling, including automatic timelines control and notifications/escalations
- other services, if available through your Kaspersky Lab Local Office
- plus everything else which is available as Standard Support
Premium Platinum Service Level options and Standard Support at a glance
See the chart below to identify the additional value of Premium Platinum support program.
| Service description / Service level | Standard Support | Premium Platinum |
| Language | English, Russian,
French and German | local and English |
| Technical support via |
Partners of Kaspersky Lab | Kaspersky Lab directly |
on-line (Knowledge Base,
Support Forum, F.A.Q.) | 24x7 | 24x7 |
| email | business hours | 24x7 |
| phone | 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 | - | 4 |
| Available escalation levels | - | 3 |
Included # of customer requests
per calendar year | not applicable | 80 |
| Service level monitoring reports | - | weekly |
Subscription to security and
virus news via email | on request | included |
| Subscription to alerts and notifications | on request | included |
| Monthly virus activity reports | on the web | via subscription |
| On-site TAM visit and consultation | - | 1 per year |
| Additional on-site services and consultations | not available | available at additional fees |
Premium Platinum SLA Support Definitions
“Product(s)” shall mean software product(s) developed or distributed by Kaspersky Lab that the Customer has purchased, deployed and installed and purchased the Premium Platinum Service Level Support.
“Customer request” shall mean a documented inquiry to Service Supplier related to the use of the Product(s) either linked with the new aspects of or not related to the previous Customer's Requests. Such Requests can be used to request information or assistance, or to report Incidents. Each Request decreases the number of Customer's available Requests.
“Virus Outbreak” shall mean a Customer crisis situation, where a virus undetected by the Product(s) with the latest antivirus bases is affecting business continuity and/or a large number of end-users.
“Incident” shall mean a Virus Outbreak or any Product(s) malfunction which causes an incorrect functioning or non-functioning of the Product(s) when being used properly and according to product documentation, reported by the Customer, that needs to be resolved.
“Incident Severity” shall mean the level of impact of an Incident on the Customer operations and business as classified below. It is reported by the Customer and is checked by Kaspersky Lab against these definitions.
“Severity Level 1” (critical) shall mean a Virus Outbreak or critical issue which affects business continuity and causes the Product(s) or OS crash, data loss, insecure default settings, security issues and there is no workaround available.
“Severity Level 2” (moderate) shall mean a moderate issue which affects product functionality but does not cause data corruption /loss or software crash. A Severity 1 Incident is assigned Severity 2 when there is a workaround available.
“Severity Level 3” (minor) shall mean a non-critical issue or feature request which does not affect main product functionality. All issues not mentioned above have this severity level.
“Response Time” shall mean the time elapsed from a Customer request to an acknowledgement of the request from Kaspersky Lab (by email, phone or fax).
“Escalation” means a managed process that allows a customer to move to the next problem resolution level, when the current level is not enough or to ensure that service quality is maintained.
Responsibilities of Kaspersky Lab under the Service Level Agreement
- To provide the Customer, at the time of signing the SLA, with instructions on how to contact Kaspersky Lab in order to obtain technical support under the SLA
- To respond to all Technical Support requests according to specified response times
- To keep track of all incidents reported by the Customer
- To maintain the service quality level as specified in the Agreement
- To deliver regular service quality reports for service level monitoring
Responsibilities of the Customer under the Service Level Agreement
- To assign authorized contact persons to contact Kaspersky Lab SLA Support
- To provide a reasonably short response time from the authorized contact person in order to obtain a fast response from Kaspersky Lab SLA Support
- To supply the required information (i.e. log files, network configuration, etc) in order to troubleshoot and resolve the incident as requested by Kaspersky Lab SLA Support
- In order for a Customer to obtain technical support, Kaspersky Lab requires that a current version of Kaspersky Anti-Virus software be used by the Customer (released not later than 12 months ago).
Service Level Agreement Terms and Conditions
In order to obtain Premium Platinum Service Level Support, the Customer must have a valid license for Kaspersky Lab products and must sign the Service Level Agreement that specifies the service level, services rates and additional costs and fees as applicable. The Premium Platinum Service Level is available worldwide, although some services may not be available in all local areas.
Contact Us
For more information about Kaspersky Lab Premium Support, or to contact a sales representative, please use the Premium Support inquiry form.
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