Customer Support Service Levels
Aiming to increase the level of protection for corporate customers and allow them to select the service levels that best fit their increasing security requirements, Kaspersky Labs offers its corporate customers dedicated paid support services. Please find below the details.
Standard Support Services (free)
Standard Support Services are available to all customers as part of the license package. The service addresses all product-related issues encountered by customers during installation, configuration, administration and operation of a Kaspersky product, including:
- Software downloads, updates and maintenance. This includes all virus and spam updates, as well as product maintenance updates and upgrades.
- Internet support includes access to a comprehensive, searchable, web-based knowledgebase.
- Telephone support during business hours
- Support news and alerts: provides support news including product bulletins and general information on security threats and protection strategies.
- Provides registration of all incidents.
Basic+ Support
This service level includes the following services additional to Standard Support:
- Advanced incident handling, including automatic timelines control and notifications/escalations
- Guaranteed response timelines
- 2 level escalation management
- Service level quality monitoring and service improvement program
- Subscription to alerts and notifications
- Periodic support usage reports
- Additional on-site services and consultations (at additional fees)
 More Information on Basic +
Premium Platinum Support
This service level is available world-wide and includes the following services additional to Basic+ and defined by the SLA contract:
- Named support Technical Account Manager (TAM)
- Extended support hours (24x7)
- Estimated incident resolution times
- 3-level escalation management
- Customized support usage reports
- 1 per year on-site TAM visit and consultation included
More Information on Premium Platinum
VIP Support
This service level is provided under highly-customizable SLA contract and can include all services from Standard, Basic+ and Premium Platinum service levels along with guaranteed resolution timelines, penalties, etc. Please check your local office for availability and conditions.
Contact Us
For more information about Kaspersky Lab Premium Support, or to contact a sales representative, please use the Premium Support inquiry form.
|
