Customer shall mean a company (Corporate Customer) or an individual (Consumer) who has purchased Software under an active EULA and to which Kaspersky Lab provides support services. Freemium product shall mean a product which is provided free of charge but has additional functionality available on a paid basis. Incident shall mean a Customer-reported Application behavior event that is not part of the standard operation (according to the ) and which causes, or may cause, an interruption to, or a reduction in, the quality of service provided by the Application. License shall mean the right issued by Kaspersky Lab to a Customer to use its products in the Customer’s environment in accordance with the corresponding License Agreement. This right is generally provided on a paid basis and has an expiration date. Major Release shall mean the first commercially available version of a new Application.

1. Manual De Instrucciones Kaspersky Antivirus For Mac 2016
2. Manual De Instrucciones Kaspersky Antivirus For Mac Free

A major release is associated with switching to the next version number (e.g. From 14 to 15).

Minor Releases shall mean all subsequent versions of an Application available after a Major Release. A Minor Release is associated with switching to the next subsequent minor version number (e.g. From 14.0.0 to 14.0.1). Patch shall mean any type of Application public update/upgrade which fixes Application errors and/or adds new functionality (maintenance packs, critical fixes, auto patches, manual patches).

Prospect shall mean a company or an individual who uses a trial version of the Application under a valid trial License. Qualified answer shall mean any answer to the initiator that is made by an assigned specialist and contains the results of a preliminary analysis. If there is a lack of information in the initial request, this answer contains a request for all necessary information. Additionally, this request may contain an estimated resolution time, when applicable.

Response time shall mean the elapsed time between the moment information about an incident is received and the moment the Customer is given a qualified answer (via support system, email or phone). Software or Application shall mean a piece of Kaspersky Lab software that the Customer has acquired, deployed and installed in accordance with the terms of the license agreement between Kaspersky Lab and the Customer. Support hours shall mean the days of the week and the times during the day that support services are provided under the Terms and Conditions. Support Team, Technical Support shall mean the Kaspersky Lab support technicians, including those of Kaspersky Lab subsidiaries or local service delivery partners.

Update shall mean a release of new virus signatures or modified licensed application(s) which provides functional or performance improvements and/or incorporates new functionality and improvements. 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. Kaspersky Maintenance Service Agreement (MSA) gives you a choice of premium support programs that treat your IT security issues as high priority and help keep your business running smoothly. Our support programs are ideally suited to companies that depend on their IT infrastructure for business continuity and the ongoing delivery of mission-critical processes. More information can be found. The availability and scope of paid services may vary for specific Kaspersky Lab subsidiaries and local service providers. Actual support hours may vary for specific Kaspersky Lab subsidiaries or local service delivery partners. Kaspersky Lab provides standard support services in English, French, German, Italian, Russian, Spanish, Japanese and other languages supported by local subsidiaries and/or service delivery partners.

Local subsidiaries and/or service delivery partners will use commercially reasonable efforts to provide language support during regional business hours, based on available resources. A specific response time is not guaranteed within Standard Support. Commitments to a particular response time can be provided within.

Manual De Instrucciones Kaspersky Antivirus For Mac 2016

Kaspersky Lab will take commercially reasonable efforts to manage an Incident and address the Customer’s case according to the relative priority in the general queue of all Kaspersky Lab customer requests. For Consumers, all Incidents have the same priority and are processed one by one in the order of their arrival. For Corporate Customers, an Incident gets priority based on the following criteria:. “High” priority shall mean an Application problem which affects the Customer’s business continuity due to interruptions in the Application’s normal functioning and which causes the Application(s) or operating system to crash, or which causes data loss, changes default settings to insecure values, or security issues, provided that there is no workaround available. “Medium” priority shall mean an issue which affects Application functionality but does not cause data corruption/loss or software to crash.

A “high” priority level is re-classified to a “medium” priority level when a workaround is available. “Low” priority shall mean a request for new functionality, or a service request, which does not affect Application functionality. For Corporate Customers with, incidents are prioritized and handled according to the terms of the extended technical support agreements.

All Incidents sent for resolution to Kaspersky Lab Technical Support will be assigned “pending” status while waiting for the Customer’s confirmation that it is resolved. If incident resolution is not confirmed within a specified period of time (varies for specific Kaspersky Lab subsidiaries) after information has been requested from the Customer or the resolution has been provided, the Incident is automatically considered resolved and then closed with corresponding notifications sent to the Customer. Standard Support is delivered through the following channels:. Kaspersky Lab.

The portal includes Knowledge Base and other application support information that the Customer or Prospect may use to find answers to common queries. The Knowledge Base contains articles which include application information, system requirements, and information regarding error and warning messages, as well as how-to articles and FAQs. The application support information is stored on the online self-service portal. Kaspersky Lab online incident management tools. The Customer may use online incident management tools to log, track, update and close support cases online:.

service for Consumers. The guidelines for My Kaspersky are available. service for business Customers. The guidelines for CompanyAccount are available.

Availability of phone support varies for specific Kaspersky Lab subsidiaries or local service delivery partners. Kaspersky Lab online Chat. Chat is available in certain countries.For countries where support via Chat is available you can find a button “Live Chat”. Kaspersky Lab provides different levels of support service depending on the phase of the Application support lifecycle. Support lifecycle consists of the following phases:.

Manual De Instrucciones Kaspersky Antivirus For Mac Free

Full Support phase. Limited Support phase. Not Supported phase. End-of-Life. Phases follow one another in the specified order.

Limited Support and Not Supported phases may be omitted for some products at Kaspersky Lab’s discretion. The deliverables provided during each support phase are defined below:. Full support phase:. Standard Support Offering. Release of regular database updates. While working with the Support Team, the Customer should provide Kaspersky Lab with timely responses, information about the purchased License and any information that might be reasonably needed (logs, malware samples, etc.) as part of the remediation or Incident resolution process.

Kaspersky Lab’s Support Team may also request that the Customer use additional Kaspersky Lab utilities whenever it is crucial for Incident resolution. After an Incident is resolved, the Customer may be asked to complete a questionnaire on service quality.