Kaspersky Lab Standard Support Policy (updated September 9, 2019 )

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: http://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:

• 2.1. All commercial products and conditionally free products for home and mobile devices are supported regardless of the License status.
• 2.2. All commercial products for small- and large-sized businesses are supported if their License is valid.
• 2.3. The rules for support of free products are described in their corresponding license agreements. Regardless of the status, you can contact community experts for support. The community is a portal where support is provided by other Users. Kaspersky provides this platform for discussions and knowledge sharing between experts and Users, but cannot guarantee that all requests published on the portal will be resolved.

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:

* 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:

• 3.1. Full support:
  • 3.1.1. Standard support.
  • 3.1.2. Regular updates of Kaspersky software and databases ensuring the most effective and complete protection.
  • 3.1.3. Release of software patches (to resolve confirmed issues in Product operation)
• 3.2. Limited support (only for corporate products):
  • 3.2.1. Standard support.
  • 3.2.2. Database updates are released on a regular basis to maintain high precision of threat detection.
  • 3.2.3. Release of patches is not guaranteed, but is provided at the discretion of Kaspersky.
• 3.3. Product is not supported:
  • 3.3.1. Standard support is not available..
  • 3.3.2. Database updates are not released.
  • 3.3.3. Patches are not available.

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:

• 4.1. Handling errors and incorrect operation of the product
• 4.2. Handling errors and issues related to regular updates of databases
• 4.3. Handling requests related to malware:
  • 4.3.1. False positives of the Product
  • 4.3.2. Undetected malware
• 4.4. Assistance when recovering information on a lost or corrupt license (if possible)
• 4.5. Consultations on the following questions:
  • 4.5.1. How and where to download the Product
  • 4.5.2. Where to find information about the Product (e.g. user guides and training materials)
  • 4.5.3. How to use online services: My Kaspersky or CompanyAccount
  • 4.5.4. Basic issues regarding installation
  • 4.5.5. Removing third-party products (if information is available)

Kaspersky is not obligated to provide support in the following cases:

• 4.6. The hardware and/or software does not meet the minimum system requirements of the Product.
• 4.7. The product version is no longer supported (see Supported products).

Standard support, among other things, does not include the following:

• 4.8. Development of new product functionality at the request of a User*.
• 4.9. Improvement of the performance and configuration of a User's device
• 4.10. Disinfection of computers that are infected with malware (including mitigation of the effects of infection)
• 4.11. Requests for a description of malware
• 4.12. On-site support
• 4.13. Remote support sessions*
• 4.14. After-hours support*
• 4.15. Questions regarding third-party apps and/or operating systems
• 4.16. Use of third-party patches for operating systems and applications to fix vulnerabilities
• 4.17. Integration of Kaspersky products with third-party software
• 4.18. Configuration of Products*
• 4.19. Advice on configuring network security
• 4.20. Teaching how to work with Products
• 4.21. Demonstration, deployment, and any instructions on deploying Products
• 4.22. Changing configurations and testing the performance of Products

* 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:

• 4.23. Malware is present, but no anti-virus software is installed.
• 4.24. Kaspersky products are installed in a mixed environment together with another anti-virus solution.
• 4.25. Interruptions in Product operation are caused by hardware problems.
• 4.26. Interruptions in Product operation are caused by incompatible versions of platform-specific software.
• 4.27. The user cannot provide Kaspersky Support with the information necessary to reproduce, analyze, and fix the specific problem.
• 4.28. The problem arose from incorrect use or refusal to follow the instructions provided by Technical Support or Kaspersky documentation.

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:

• 1. For business products, see here.
• 2. For products designed for small businesses, see here.
• 3. For products designed for home and mobile devices, see here.

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:

• 1. For corporate products, please submit your complaint through the allocated section in CompanyAccount.
• 2. For home and mobile products, you can submit complaints and suggestions regarding registered requests in My Kaspersky.