Basic+ Support Program

Basic+ Support Program Overview

If you are a small or medium size business with a few dozens of computers and you are looking for effortless workspace protection, this support program is for you. Direct support service from security vendor will help you to stay protected from known and unknown viruses and other threats with a nice price/quality ratio, while information services will keep you prepared to the new threats aiming to your business.

Along with all features of Standard Support Basic+ Support Program provides you with:

• online technical support in local* language via email and by phone during local business hours
• guaranteed response times based on incident severity
• 2 levels of 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
• plus everything else which is available as Standard Support

Basic+ support options and standard support at a glance

See the chart below to identify the additional value of Basic+ Support Program.

*Where available

Basic+ Support Program 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 Basic+ Service.

“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 Basic+ Support Program

• To provide the Customer with instructions on how to contact Kaspersky Lab in order to obtain technical support under the Basic+ Support Program
• 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 contract
• To deliver regular service quality reports for service level monitoring

Responsibilities of the Customer under the Basic+ Support Program

• To assign authorized contact person 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).

Basic+ Support Program Terms and Conditions

In order to obtain services under the Basic+ Support Program, the Customer must have a valid license for Kaspersky Lab products and must have paid all invoices for the Product(s) and Basic+ Support Program. Some services may not be available in all local areas, please check your local office for the 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.