The Kaspersky Product Support Rules (hereinafter referred to as the "Rules") describe the technical support (hereinafter referred to as "Support") that Kaspersky provides to its Users. Kaspersky reserves the right to modify these Rules, and will publish updated versions at the following address: https://support.kaspersky.com/.
The support rules for certain products differ from the standard rules. For a list of them, see here.
Kaspersky provides Support for the supported versions of Products under the following conditions:
The list of supported products for home and mobile devices can be found here. The list of supported products for small- and large-sized businesses can be found here.
Kaspersky Product Support includes the following successive phases:
Full support
Yes
Limited support*
Yes**
Product is not supported
No
* Only for products designed for small- and large-sized businesses.
** Not guaranteed in full; provided at the discretion of Kaspersky.
Support phases include the following services:
Technical support for products (except for products intended for trial purposes) is provided under the condition that the User has installed the latest update.
Kaspersky Standard Support includes the following:
Kaspersky is not obligated to provide support in the following cases:
Standard support, among other things, does not include the following:
* Provided at the discretion of Technical Support.
Some services that are not included in Standard Support may be offered as individual paid services.
Though Kaspersky strives to provide the highest quality of support to Users, it cannot guarantee successful installation or stable operation of the Product in the following cases:
Obligations to respond within a certain amount of time can only be provided as part of paid services. Under Standard Support, response time is not guaranteed.
A Maintenance Service Agreement (MSA) provides extended and premium support options that help resolve high-priority IT security issues and ensure uninterrupted business continuity within your organization. See here.
The availability and content of paid services vary depending on the region and local service providers. See here for detailed information.
The business hours, communication channels, and languages in which Technical Support is offered may vary depending on the country in which the Support is provided. For up-to-date information, please use the following links:
Kaspersky guarantees the provision of technical support for your Product(s) in accordance with the End User License Agreement ("Agreement") and these Rules.
Kaspersky Technical Support may ask the User to run additional Kaspersky utilities (software tools) if such is deemed necessary for handling a request.
After handling a request, and on a periodic basis, Kaspersky reserves the right to request User feedback regarding the quality of service.
Over the course of communication with Technical Support, the User must provide Kaspersky with timely responses, information about the purchased License, and other information that is deemed reasonably necessary for the correct handling of a request.
The User reserves the right to submit a complaint regarding the work of technical support:
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