Make expert
assistance partof your strategy
for success.

Give yourbusinessthe bestsupport
Learn more on kaspersky.com#truecybersecurity

Give your business the best support.
Make expert assistance part of your strategy
for success.
Kaspersky Maintenance Service Agreement (MSA) options provide superior support for all of your security
needs. Protect your business with world-class assistance from our local team of certiﬁed engineers.

Select plans include:• A direct telephone line for priority support• Dedicated Kaspersky technical experts• Extended hours for critical issues• Proactive alerts to new threats MSA Start• Acting fast. An allocated group of experts
are on standby 24/7/365, tasked withtaking ownership of your issue andachieving the swiftest possible resolution.
They fast-track your issue straight tothose behind-the-scenes specialists atKaspersky headquarters who are best
able to deliver the right solution for you,at speed.
• Minimizing the risk. Protective measures
tailored to your system, including
prioritized hot fixes and personalized
patches, keep you fully protected. ForMSA Enterprise customers, a system
configuration inspection and health checkon request helps identify future issues
that could lead to downtime incidents.
• Understanding the complexities of yourIT environment. Incident resolution isachieved faster through access to seniortechnical engineers. For Enterprisecustomers, your dedicated Kaspersky
Technical Account Manager is alreadyfamiliar with the configuration of yoursystem, your processes, and yourorganizational culture, so we can pinpoint
your issue and get on with solving it evenfaster.
• Harnessing expertise. Kaspersky’s
technological expertise is globally
recognized. A Technical Account Manager
has the authority to mobilize this expertise
directly on your behalf to ensure yourissue is prioritized and is solved fast andfully.
• The result of this dynamic, expert
approach is less downtime, fasterrecovery and fewer in-house resources
spent on troubleshooting. You have theassurance of knowing that your IT systems
are protected, not just by industry-leading
security technologies, but by the skills anddedication of.

MSA Start
Designed for smaller organizations that want additional help beyond standard break/ﬁx
support, as well as access to senior technical support resources.
• Priority support line for 6 premium incidents (business hours)• Unlimited assistance with break/ﬁx incidents• One assigned customer technical contact• Response priority over Standard Support• All other Standard Support beneﬁts

MSA Plus
Designed for growing businesses that need fast access to senior technical resources andwould beneﬁt from deployment, conﬁguration, migration and best practices assistance.
• Priority support line for 12 premium incidents (business hours)• Two assigned customer technical contacts• Response priority over Standard Support and MSA Start• All other MSA Start beneﬁts

MSA Business
Designed for organizations that require 24x7 support availability for critical issues, withdirect access to senior technical engineers.
• 24/7 priority support line for highest level issues (holidays included)• Four assigned customer technical contacts• Response to highest level issues within 4 hours• Assigned Technical Account Manager (TAM) team to ensure security• All other MSA Plus beneﬁts

MSA Enterprise
Designed for large enterprises with complex environments that require dedicated,personalized, proactive support around the clock.
• Dedicated Technical Account Manager (TAM) services, including proactive
troubleshooting and service updates• Unlimited 24/7 support for select issue levels• Health Check• All other MSA Business beneﬁts

Compare Kaspersky Support Service Features:SupportStandardSupport

MSA Start

MSA Plus

MSA Business

MSA Enterprise

Support Coverage
Incident ID and Support:
Premium Incidents Per
Year*

N/A

61236

Unlimited

Assigned Customer
Technical Contacts

N/A1248

Break/Fix Incidents**

Unlimited

Unlimited

Unlimited

Unlimited

Unlimited

Support Availability
Telephone Support:
Severity Level 1-Standard officehoursStandard officehours

24x7x36524x7x365

Severity Level 2-Standard officehoursStandard officehoursStandard officehours

24x7x365

Severity Level 3–4-

Standard officehoursStandard officehoursStandard officehoursStandard officehours

24x7x365
Processed during
office hours

24x7x365
Processed during
office hours

4 working hours

2 hours

30 minutes

N/A

Level 2:
6 working hours,
Level 3:
8 working hours,
Level 4:
10 working hours

Level 2:
4 hours,
Level 3:
6 working hours,
Level 4:
8 working hours

Web Ticket and Live Chat Support:
All Severity Levels

24x7x365
Processed during
office hours

24x7x365
Processed during
office hours

Severity Level 1

N/A

6 working hours

24x7x365
Processed during
office hours

Response Time

Severity Level 2–4

N/A

N/A

Remote Assistance
Availability by Level

No

All severity levels

All severity levels

All severity levels

All severity levels

Enhanced Support Services
Dedicated Security Contacts
Assigned TechnicalAccount Manager(TAM) dedicated tomaintaining yourcompany’s security
through proactive
troubleshooting
and ongoing
service updates

NoNo

No

TAM Team(Senior teamof engineers)

Dedicated TAM

Detailed Security Assurance:
Quality Monitoring
and Reporting

NoNoNoNo

YesReview CallNoNoNo

No

4 per year

Onsite Health
Check (3rd Month)

NoNo

No

No

1 day per year

Private Patchingand Error Fixing

NoNo

NoNo

Yes

Priority Escalationof Support Requests

N/ABasicMediumHighHighest* Premium Incidents: More extensive than standard issues, premium incidents often require a walk through, a review of best practices or an advanced guided explanation.
** Break/Fix Incidents: Software errors or malfunctions, or software that is not working as documented.

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