Kaspersky Premium Support
Premium Support plans
You can select a Premium Support plan depending on your needs.
Designed for smaller organizations that want additional help beyond standard break/fix support, as well as access to senior technical support resources.
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 | |||
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| 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 |
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6 | 12 | 36 | Unlimited | ||
| Priority escalation of premium incidents The response time and escalation priority depend on your MSA plan. |
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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). |
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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. |
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6 working hours | 4 hours | ||
| Severity level 3 Non-critical issues that do not affect the product's functionality |
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8 working hours | 6 working hours | ||
| Severity level 4 Non-critical service requests. All incidents that do not fall into the first three levels. |
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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. |
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Dedicated TAM (available during working hours) | ||
| Private Patching Receive hot fixes to issues specific to your company’s environment. |
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| Detailed security assurance | |||||||
| Health Check Service Assessment of the current state of the security system and recommendations for improvement |
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Once a year | ||
| Quality Monitoring and Reporting A personal TAM monitors the status of your incidents and provides quarterly reports for your review. |
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| Review Call Review current issues and plan future actions. |
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4 per year | ||
