Kaspersky Enterprise Maintenance Service Agreement (MSA) - 1 Year

Kaspersky’s Premium Technical Support, through the Maintenance Service Agreement (MSA), is designed to minimize downtime and swiftly restore your enterprise's operations after a security infrastructure failure or incident. This service is tailored for Kaspersky Lab MSA Enterprise and Business customers, ensuring you have access to Kaspersky’s full range of expertise to address your challenges.

At the core of the service is your dedicated Technical Account Manager (TAM), who takes ownership of any issues and escalates them to the appropriate expert teams at Kaspersky Lab. These teams work to quickly identify and implement the best solutions, ensuring your systems are up and running with minimal disruption.

Key Features:

24/7 Support:

• • Enterprise customers receive round-the-clock phone support, with the added benefit of a dedicated Technical Account Manager (TAM) during office hours.
  • 24/7/365 priority email/web submission for incidents and virus responses.

Response Time:

• • High-level incidents are resolved within 30 minutes, ensuring your business experiences minimal downtime.

Hot Fixes & Patches:

• • Priority access to both public and private patches during the support phase, including customized patches for enterprise customers.

Incident Prioritization:

• • Kaspersky’s support team prioritizes your incident for quick resolution, focusing on the most critical issues first.

Regular Status Updates:

• • Dedicated TAMs provide live status updates throughout the resolution process to keep you informed.

Quality Assurance:

• • Quarterly reports prepared by your TAM ensure service quality and that your issues are addressed effectively.

System Health Check:

• • Enterprise customers receive an initial system health check to identify potential issues that may lead to future downtime incidents.

Kaspersky Professional Services:

• • Access to additional professional services (deployment, upgrades, training, and health checks) at an extra cost to optimize the effectiveness of Kaspersky’s solutions over your IT infrastructure.

Unlimited Incidents:

• • Unlike standard services, the Enterprise MSA offers unlimited incidents per year, ensuring your business receives uninterrupted support as needed.

Benefits for Your Business:

Minimized Downtime:

• With priority incident resolution, your business experiences minimal downtime, reducing the financial and operational impacts of IT failures.

Expert-Led Incident Resolution:

• Kaspersky's dedicated experts are always on standby to handle incidents, ensuring the best solutions are implemented with speed.

Comprehensive Security:

• Tailored security measures, including prioritized hot fixes, personalized patches, and regular health checks, help keep your systems fully protected and running smoothly.

Ongoing Communication & Reporting:

• Stay informed with ongoing communication from your TAM and regular status updates on your incidents. Quarterly reporting ensures transparency and maintains quality control.

Why Choose Kaspersky?

• Founded by Eugene Kaspersky, a leading cybersecurity expert, Kaspersky is a trusted global leader in IT security solutions.
• With partnerships with global law enforcement agencies like Interpol, Kaspersky’s threat intelligence is second to none.
• Recognized as a leader by Gartner, Forrester, and IDC, Kaspersky remains at the forefront of cyber threat protection.
• Kaspersky’s solutions protect businesses of all sizes, backed by their dedicated team of experts.

Professional Services Available at Additional Cost:

Deployment & Upgrade:

• On-site services for the design, deployment, configuration, and upgrade of Kaspersky Lab B2B solutions over your IT infrastructure.

Training:

• Educating your IT team on how to effectively utilize Kaspersky's security technologies tailored to your environment.

Health Check:

• An in-depth review of your infrastructure’s security performance with recommendations for optimization.

Conclusion:

Kaspersky’s Enterprise Maintenance Service Agreement (MSA) ensures that your business remains fully operational and secure, with the support of Kaspersky’s top-tier experts. With 24/7 support, priority service, and tailored solutions, Kaspersky keeps your enterprise ahead of potential security risks, helping you focus on what matters most — your business.