Kaspersky. Premium support

1.

Kaspersky
Premium Support

2.

What’s new
Standard
Premium
support
support
Upsell
Old
model
Upsell
Base product
license
MSA Start
MSA Plus
MSA Business
Upsell
MSA Enterprise
Upsell
Base price
+10% markup
New
model
Upsell
Base product
license
Upgrade
Enhanced
Support
Base Plus
product license
Upsell
Enhanced
Support + TAM
2

3.

Enterprise licensing policy specifics
3
All B2B products having Premium
Support are sold into Enterprise strictly
at Plus tier or above!
Full list of Enterprise
products with Premium
Support is here
Product: Kaspersky EDR Optimum
No. of licensing units
Offered levels of
support
SMB
10-999
ENTERPRISE
1000+
Standard, Plus, Plus +
Enh. Support, Plus +
Enh.support +TAM
Plus, Plus + Enh.
Support, Plus +
Enh.support +TAM

4.

Support tiers (simple migration matrix)
Old model
MSA Start
4
New
model
Benefits
Web/phone support: 8x5
Response time SLA for Severity 1 — 6 working
hours
Number of Premium Incidents: 6
Web/phone support: 24x7
Response time SLA — Standard support
Plus license
MSA Plus
Benefits
Web/phone support: 8x5
Response time SLA for Severity 1 — 4 working
hours
Number of Premium Incidents: 12
MSA Business /
MSA for KATA
Web/phone support: 24x7 (Severity 1)
Response time SLA for Severity 1 — 2 hours
Number of Premium Incidents: 36
MSA Enterprise /
SAM for KATA
Web/phone support: 24x7 (Severity 1 and 2)
Response time SLA for Severity 1 — 30 minutes
Number of Premium Incidents: Unlimited
Dedicated TAM
SLA
No Premium Incidents
vs
Plus license
+ Enhanced
Support certificate
Plus license
+ Enhanced
Support with TAM
certificate
Web/phone support: 24x7
Response time SLA for Severity 1 — 2 hours
Number of Premium Incidents: Unlimited
Web/phone support: 24x7
Response time SLA for Severity 1 — 30 minutes
Number of Premium Incidents: Unlimited
Dedicated TAM

5.

S a le s s c e n a rio s
5
Cu s to m e r
w a n ts 1 p ro d u c t
P u rc h a s e n e w b u n d le d
K E S B lic e n s e — K E S B
B a s e P lu s lic e n s e
fo r in s ta n c e
+
p h o n e s u p p o rt 2 4x7

6.

S a le s s c e n a rio s
6
Cu s to m e r
w a n ts 1 p ro d u c t
fo r in s ta n c e
P u rc h a s e n e w b u n d le d
K E S B lic e n s e — K E S B
B a s e P lu s lic e n s e
A d d itio n a l p u rc h a s e
o f E n h a n c e d S u p p o rt
+ T A M c e rtific a te
+
s u p p o rt w ith d e d ic a te d T A M

7.

S a le s s c e n a rio s
7
Cu s to m e r
w a n ts 2 p ro d u c ts
fo r in s ta n c e
P u rc h a s e n e w b u n d le d
K E S B lic e n s e — K E S B
B a s e P lu s lic e n s e
P u rc h a s e n e w b u n d le d
Hy b rid lic e n s e — Hy b rid
B a s e P lu s lic e n s e
+
s u p p o rt w ith d e d ic a te d T A M fo r b o th p ro d u c ts
A d d itio n a l p u rc h a s e
o f E n h a n c e d S u p p o rt
+ T A M c e rtific a te

8.

S a le s s c e n a rio s
8
Cu s to m e r
w a n ts 2 p ro d u c ts
fo r in s ta n c e
P u rc h a s e n e w b u n d le d
K E S B lic e n s e — K E S B
B a s e P lu s lic e n s e
+
s u p p o rt w ith d e d ic a te d T A M fo r K E S B o n ly
s ta n d a rd s u p p o rt fo r Hy b rid
P u rc h a s e re g u la r
lic e n s e fo r Hy b rid —
Hy b rid B a s e lic e n s e
A d d itio n a l p u rc h a s e
o f E n h a n c e d S u p p o rt
+ T A M c e rtific a te

9.

S a le s s c e n a rio s
9
Cu s to m e r a lre a d y
h a s 1 p ro d u c t w a n ts
p re m iu m s u p p o rt w ith
TA M
A lre a d y h a s B a s e lic e n s e
U p g ra d e c u rre n t
lic e n s e s to b u n d le d
K E S B lic e n s e — K E S B
B a s e P lu s lic e n s e
A d d itio n a l p u rc h a s e
o f E n h a n c e d S u p p o rt
+ T A M c e rtific a te
+
s u p p o rt w ith d e d ic a te d T A M

10.

S a le s s c e n a rio s
10
Cu s to m e r
w a n ts 1 p ro d u c t
a n d A d d -o n
A d d -o n
fo r in s ta n c e
P u rc h a s e n e w b u n d le d
K E S B lic e n s e — K E S B
B a s e P lu s lic e n s e
A d d -o n w ill h a v e th e
s a m e le v e l o f s u p p o rt a s
m a in p ro d u c t h a s .
+
p h o n e s u p p o rt 2 4x7

11.

M a te ria ls
• M a rk e tin g le a fle t
• PPT
• W e b s ite u p d a te s
• F A Q fo r s u p p o rt
te a m
11

12.

Questions?