|
Technical Support is included in the license cost of the of the Kaspersky
product. Only customers who have purchased their Kaspersky licenses directly
from ICE Systems are eligible for support. ICE Systems will offer assistance
to other users at their discretion, on a case-by-case basis.
Our customers can count on unlimited assistance via email and
24/7 phone support for emergencies.
Installation = Free
| There is no charge for installation/setup support. ICE
Systems will work with you until the product is fully configured and running
smoothly within your environment. This includes phone support, if necessary. |
Email Support = Free
ICE Systems will provide unlimited email support for the duration of the Kaspersky
license. Response times are typically no more 30 minutes and should never exceed
4 hours.
Emergency Support = Free
In the unlikely event that your system is compromised with a virus, ICE Systems
will offer non-billable assistance with any detection, removal and restoration.
Also, if KAV integration is somehow flagged as the cause for disruption and/or
serious degradation of normal functionality in any of your office systems, ICE
Systems will provide no charge support until the issue is resolved.
Emergency Assumptions:
- Customer is confirming daily virus definition updates.
- Customer reviews system logs and alerts for suspicious
activity.
- Customer has not allowed KAV license to expire on a
production system.
- Situation does not apply to machines in the customer
environment that are not protected by KAV software.
- Customer has implemented recommended configuration
for optimal system security.
|
Additional Time = Billable
Definition: Any issue that does not fall into one of the two categories
above.
Additional time will be billed at $50-75 per hour or $200 per incident. The
rate depends on time of the call and nature of assistance provided. Incident
rates will kick in when it becomes the lesser of the two measurements.
|
Kaspersky Home
Support
