Warranty & support extensions Kaspersky Lab

Maintenance Service Agreement Business, 3 Years, 8 business hours x 5 days per week MSA ENTERPRISE & MSA BUSINESS LEVELS
- Reduce financial & operational damage of downtime;
- Maintain your brand image & customer service levels;
- Minimize time spent resolving security incidents;
- Gain access to world-leading security experts.

Why maintenance agreements matter
Because your IT systems underpin all of your business’s mission-critical processes, IT downtime simply isn’t an option. If customers can’t access your online resource – or employees can’t perform everyday work tasks – your business reputation, your productivity and your profitability can all suffer.

When a security incident leads to IT downtime, the results can be far-ranging and long-lasting:

- Failure of sales to customers – reducing your revenues;
- Legal penalties – for failing to meet service level agreements;
- Damage to supplier relationships – leading to supply chain problems;
- Disruption of internal business processes – reducing your productivity;
- Additional bank charges – if essential transactions are delayed;
- Bad publicity – that can take years to recover from;
- Damage to your brand and business reputation;
- Direct costs of rectifying IT issues.

Kaspersky Maintenance Service Agreement (MSA) gives you a choice of premium, extended support service levels that treat your security issues as high priority and help keep your business running smoothly.

MSA Business Support:
Kaspersky Lab’s second level of support – with higher priority for incident processing, 8 business hours response time, an incident reporting website and a telephone hotline. Public Patches and Private Patches are provided.

Our highest level service
When a security issue affects your IT infrastructure, you need it resolved – without delay and without having to redirect your own IT team away from other important tasks. You need access to the security experts that know the quickest, safest and most effective way to resolve the issue – and that’s precisely what Kaspersky Maintenance Service Agreement Enterprise gives you.

High priority processing for your security product incidents
If you experience a security problem with any Kaspersky Lab product, you can register a request 24x7x365 – and it’s immediately & automatically escalated in priority… to help ensure your issue is rapidly resolved. As Kaspersky Lab’s highest level support contract, Kaspersky Maintenance Service Agreement Enterprise (MSA Enterprise) offers you:
- Faster initial response time – any time, night or day;
- A separate ‘incident workflow’ – dedicated to requests from MSA Enterprise customers;
- Automatic priority escalation – for much faster resolution, versus regular support requests.

Rapid response to virus incidents
If a new – previously unidentified – malware threat is discovered in your IT environment, Kaspersky Lab experts will act on it as a priority… analyzing the sample and rapidly taking appropriate action. Because MSA Enterprise customers get access to Kaspersky Lab’s virus analysis team, you’ll have world-recognized experts working on the solution – as a high priority.

Single point of contact – that knows you and your IT environment
When you choose MSA Enterprise, a dedicated Kaspersky Lab Technical Account Manager is appointed to work closely with your business. The Technical Account Manager will gain an understanding of your business and your IT infrastructure – so, if you do suffer a security issue, you won’t have to waste time talking through details about your IT environment.

With a Kaspersky Lab security professional – that knows you and your IT infrastructure – working alongside you, your security issues can be resolved much more rapidly.

Tailor-Made Patches – for issues that affect your unique IT environment
With today’s complex IT infrastructure, virtually every business has a unique IT environment – and that can lead to unique problems that other organizations simply don’t experience. As an MSA Enterprise client, you’ll benefit from Tailor-Made Patches – developed by Kaspersky Lab experts – to remedy specific problems that affect the operation of Kaspersky Lab products in your specific IT environment.

Access to world-leading expertise
Working through their dedicated Kaspersky Lab Technical Account Manager, MSA Enterprise clients can access a wide range of Kaspersky Lab’s security and engineering personnel, including specialists in:

- Product support;
- Anti-malware research;
- Content filtering research;
- Product development;
- Update release.

Flexible contracts – to suit your specific needs
Kaspersky Lab MSA Enterprise contracts can be tailored to suit your business – to support the specific Kaspersky Lab products that you run and the number of sites you need to cover. Contracts can also be set up for 1, 2 or 3-year periods.

Monitoring and reporting
As well as acting as a single point of contact for any issues, your Kaspersky Lab Technical Account Manager will monitor the quality of the service that we deliver to your business – and regularly provide you with detailed reports.

For premium support, guaranteed 24x7x365 access and a focus on the rapid resolution of issues – choose MSA Enterprise.