Kaspersky today announced the launch of Successive Plus MSA, a new Maintenance Service Agreement (MSA) exclusive to Kaspersky’s Managed Service Provider (MSP) community in the U.S. and Canada.
“A direct result of partner feedback, 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 a priority support line for all break/fix incidents, around the clock priority support line for Severity 1 issues, and support from a local team of senior certified engineers.”
Successive Plus MSA is broken down into four categories of severity. Severity one incidents include those that make a business completely inoperable. Severity two cases are for businesses that have been severely impacted to the point of infection on non-critical endpoints. Severity three incidents are for businesses that have been impacted, but remain functional. Lastly, severity four cases are for businesses that have general requests for non-critical issues and product information.