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Recommended | Recommended | Recommended | Recommended | Recommended |
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Standard Support |
MSA Start |
MSA Plus |
MSA Business |
MSA Enterprise |
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For all clients by default |
For smaller organizations |
For growing businesses |
For organizations that require 24/7 support |
For large enterprises with complex environments |
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Request plan |
Request plan |
Request plan |
Request plan |
| Support coverage incident ID and support |
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Premium Incidents Per Year
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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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0 | 6 | 12 | 36 | Unlimited |
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Assigned Customer Technical Contacts
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Organizations have a predetermined number of contacts authorized to call for support.
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0 | 1 | 2 | 4 | 8 |
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Break/Fix Incidents:
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Break/fix incidents include software errors, false detections, product functionality and database updates, and other issues covered by Standard Support.
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| Telephone and web ticket support |
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Severity Level : 1
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- Business stopped or network inoperative
- Network-wide virus outbreak
- Critical servers severely impacted
- False-positive detections affecting critical applications
- Many computers unresponsive to Kaspersky product
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No phone support/
Web support only | Standard office hours | Standard office hours | 24/7/365 | 24/7/365 |
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Severity Level : 2
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Severe impact on business, core applications or non-critical systems
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No phone support/
Web support only | Standard office hours | Standard office hours | Standard office hours | 24/7/365 |
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Severity Level : 3
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Business impacted or partially disabled
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No phone support/
Web support only | Standard office hours | Standard office hours | Standard office hours | Standard office hours |
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Severity Level : 4
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Non-critical issues or requests
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No phone support/
Web support only | Standard office hours | Standard office hours | Standard office hours | Standard office hours |
| Response time |
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Severity Level : 1
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- Business stopped or network inoperative
- Network-wide virus outbreak
- Critical servers severely impacted
- False-positive detections affecting critical applications
- Many computers unresponsive to Kaspersky product
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— | 6 working hours | 4 working hours | 2 hours | 30 minutes |
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Severity Level : 2
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Severe impact on business, core applications or non-critical systems
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— | — | — | 6 working hours | 4 hours |
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Severity Level : 3
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Business impacted or partially disabled
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— | — | — | 8 working hours | 6 working hours |
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Severity Level : 4
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Non-critical issues or requests
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— | — | — | 10 working hours | 8 working hours |
| Remote assistance |
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Remote Assistance
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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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| Enhanced Support Services |
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TAM Team
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A team of senior-level engineers ensures security through proactive troubleshooting and ongoing service updates.
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— | — | — | | |
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Dedicated TAM
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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 |
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Quality Monitoring and Reporting
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Receive a monthly status incident report for your review.
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— | — | — | — | |
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Review Call
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Review current issues and plan future actions.
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— | — | — | — | 4 per year |
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Health CheckService
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Validate your administration settings. This is available for existing Enterprise customers only.
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— | — | — | — | Once a year |
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Private Patching and Error Fixing
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Receive hot fixes to issues specific to your company’s environment.
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— | — | — | — |
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Priority Escalation of Support Requests
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Your issues receive top priority from the Kaspersky team.
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— | Basic | Medium | High | Highest |
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Request plan |
Request plan |
Request plan |
Request plan |
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Learn More |
Learn More |
Learn More |
Learn More |
