Premium Technical Support
MSA Enterprise

2023

Extend your possibilities with Enterprise
Maintenance Service Agreement
Priority line

Personal TechnicalAccount Manager

Submit requests 24 hours a day,365 days a year

Customised reports

Dedicated team member to manage
incident processing

Individual requests

Private Patches

Request to make changes to antivirus
signatures

Receive improvements according
to your needs

Keep track of all incidents

Health Check
Conduct an audit to get best practices
and recommendations

Submit unlimited number incident request
in the most convenient way

Priority
telephone line

Kaspersky
Technical Support web portal

Who is your Personal TechnicalAccount Manager

Email, if you have issues accessing
Company Account

Assigned TechnicalAccount Manager

Your manager is accessible during local business working hours from
Monday to Friday. If the TAM is unavailable, your request will be directed tothe manager-on-duty on the MSA Technical Support line.

TAM is a Kaspersky employee,
who manages processing of all incidents.

Organizes communication for processing
incidents by Kaspersky technical teams

Notifies of the current incidents statusand provides quarterly reports

Supervises the progress of tasks andimplements timely escalations when required

Supports your IT department withrecommendations and instructions given
by Kaspersky specialists

Works in cooperation
with you to resolve current technicaland operational incidents

Advocates for yourinterests and communicateswith Kaspersky

How fast does Kaspersky respond?
We guarantee the following response times,
depending on the urgency of request.

Keep in mind, that response time is the time when we come up with a qualified
answer to your issue, not an actual solution, as it may require additional dataand information. Phone call is also required during out of business hours,weekends, and holidays.
Requests from the MSA Enterprise customers are assigned with higher priority
compared to requests within the standard support package.

Severity levels
Level 1

CriticalCritical problem, which interrupts
business functioning, causes
systems to crash, or data loss
30 minLevel 2High

Moderate issue which affects
functionality but does notcause data corruption/loss or
software crash
4 hours

Level 3MediumNon-critical issue or service
request, which partially affects
product
6 working hours

Level 4Low

Minor issue or service request,
which does not affectfunctionality
8 working hours

Anti-virus database release by your request

Your manager is accessible during local business working hours from Monday
to Friday. If the TAM is unavailable, your request will be directed to themanager-on-duty on the MSA Technical Support line.

Kaspersky releases the update that ensurescorrect detection. The process is following:
123

Process request concerning anti-virus
databases release by a dedicated groupof specialists

Release of high-priority (expedited)
updates for the MSA Enterprisesubscribers

Technical Account Manager
informs you about the update
progress

Reports on demand
During the incident resolution, Kaspersky will make every
effort to provide you with information on open incidents’processing status. For the highest severity level, we provide
you with daily reports by email or phone.
Regular reports may be customized
and tailored to meet your needs.

Receive public and private patches
You may request a private patch and fix, carried out by agroup of engineers dedicated for Enterprise subscribers.
Kaspersky applies commercially reasonable efforts torelease a private program correction code dedicatedto your need. Codes of program correction are releasedaccording to the product support lifecycle break down.
The terms of using private program
corrections are a subject of
the License Agreement between
you and Kaspersky.

Health Check service
With an Extended technical support certificate, you may
request a Health Check once a year. This service is anaudit of Kaspersky product parameters to identify if theymeet Kaspersky best practices and recommendations.
As a result, you will receive a check list with findings andrecommendations.
Health Check is provided remotelyand lasts one working day. The dateand delivery circumstances shouldbe agreed upon at least two weeks
in advance.

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the property of their respective owner.

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