The new level of support resulted from feedback from MSPs.

Edward Gately, Senior News Editor

February 24, 2023

2 Min Read
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Kaspersky has unveiled a new maintenance service agreement (MSA) for its MSP community in the United States and Canada.

This new offering will give MSPs support for their clients by protecting them with assistance from Kaspersky’s local team of certified engineers for a monthly cost.

Successive Plus MSA offers a more flexible model for MSPs that need assistance with configuration and best practices, as well as 24×7 support for critical issues, the company said. Key benefits of this offering include priority support line for all break/fix incidents, 24/7 priority support line for severity one issues from a local team of senior certified engineers and more.

Here’s our most recent list of important channel-program changes you should know.

Kaspersky MSA Covers 4 Severity Categories

Kaspersky‘s Successive Plus MSA is broken down into four categories of severity:

  • Business that are completely inoperable are severity one cases.

  • Severity two cases are businesses that are severely impacted to the point of infection on non-critical endpoints.

  • Businesses that have been impacted, but remain functional are severity three cases.

  • Severity four cases are businesses that have general requests for non-critical issues, product information, etc.

Trevor Serebro is MSP and distribution territory channel manager for Kaspersky North America.

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Kaspersky’s Trevor Serebro

“This new level of support results from partner feedback and the natural evolution of our MSP Program,” he said. “Over the past couple of years, our MSPs have voiced their need for support that aligns with their service model. And this new offering does just that.”

More Options for Kaspersky MSPs

Kaspersky has always provided standard support, which is included in the software cost, Serebro said. However, high levels of SLAs typically bound MSPs. And they need enhanced support to meet these requirements.

“Yes, MSPs will now have more options for their customers and can offer them the proverbial good, better and best for both the solution and the support level,” he said. “MSPs have to move quickly in resolving problems for their customers. With the new MSA, MSPs will have access to a two-hour SLA for all severity level one issues.”

The Kaspersky Successive Plus MSA is now available for new and existing MSPs for a monthly subscription fee. It’s available for a wide range of Kaspersky products and solutions. That includes Kaspersky Endpoint Security Cloud, Kaspersky Endpoint Security for Business, Kaspersky Endpoint Detection and Response Optimum, Kaspersky Optimum Security, Managed Detection and Response, Kaspersky Security for Microsoft Office 365 and more.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Edward Gately or connect with him on LinkedIn.

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About the Author(s)

Edward Gately

Senior News Editor, Channel Futures

As news editor, Edward Gately covers cybersecurity, new channel programs and program changes, M&A and other IT channel trends. Prior to Informa, he spent 26 years as a newspaper journalist in Texas, Louisiana and Arizona.

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