Kaspersky Lab provides support services for supported versions of licensed Applications depending on the product type and License type and status:
- All commercial and freemium products for Consumers are supported regardless of the License status
- All commercial products for Corporate Customers are supported if their License is valid
- Trial product versions are supported if their License is valid
- Free products are not supported by Kaspersky Lab*
* Free Kaspersky Lab products may be supported by community experts on the Kaspersky Lab Forum.
The list below describes the support services Kaspersky Lab provides to the Customer as part of the Standard Support Offering:
- Processing of application errors and incorrect behavior
- Processing of errors and questions concerning regular database updates
- Processing of malware-related incidents:
- False detections by the Application
- Undetected malware samples
- Assistance in the recovery of lost or damaged license information (where possible)
- Processing of “How-To” questions such as:
- How and where to download the Application
- Where to find information about the product such as in manuals and tutorials
- How to use the self-service portal, either My Kaspersky or CompanyAccount
- Basic installation questions
- Removal of a competitor product (if information is available)
Kaspersky Lab has no obligation to provide support when and where:
- Hardware and/or software are not compliant with the minimum system requirements of the Application
- Application reaches its end-of-life
Request types not covered by the Standard Support Offering include, but are not limited to, the following:
- Performance improvements and Customer device tuning
- Disinfection of malware-infected computers (including elimination of the after effects of malware infection)
- Malware description requests
- On-site support and remote support sessions*
- Support outside of working hours
- Questions related to the function of third-party applications or operating systems
- Applying third-party patches to operating systems and applications, applying third-party vulnerability patches
- Integration of Kaspersky Lab products with third-party software
- Application configuration
- Best practices network security configuration
- Application training
- Application demonstration, deployment or any guidance on its deployment
- Application health checks and tune-ups
* Remote support sessions are only conducted at the discretion of Technical Support.
Some actions outside the scope of the Standard Support Offering may be offered as a separate paid service.
Kaspersky Lab’s Support Team assists Customers on a “best-effort” basis, but cannot guarantee successful installation of an Application and successful remediation of malware or a malfunction in the following scenarios:
- Malware is present and no anti-malware software is installed
- A third-party anti-malware product is installed, but did not detect malware/disinfect the malware
- Kaspersky Lab applications are installed in a mixed environment along with another anti-malware solution
- Incidents caused by hardware
- Incidents caused by non-supported platform software versions (i.e. beta software, versions of new service packs or additions not yet approved by Kaspersky Lab as compatible with the applications)
- Problems for which the Customer cannot provide accurate information, reasonably requested by Kaspersky Lab’s Support Team to reproduce, troubleshoot and investigate the problem
- Problems which arise as a result of unused or incorrectly used instructions from the Kaspersky Lab Support Team or Kaspersky Lab documentation which, if properly used, would clearly resolve the problem
- Incidents caused by third-party software that is not supported by its vendors