Appendix A. Contacting Technical Support Service - KAPERSKY ANTI-VIRUS 5.0 - FOR WINDOWS WORKSTATIONS Administrator's Manual

APPENDIX A. CONTACTING
TECHNICAL SUPPORT
SERVICE
Kaspersky Anti-Virus provides support through Technical Support Service at
Kaspersky Lab in the following cases:
•
You believe that the application behaves abnormally and malfunctions.
•
Kaspersky Anti-Virus has detected a suspicious file containing information
valuable to you and has blocked it. You would like to continue working
with the file.
If, while using Kaspersky Anti-Virus, you encountered problems, first of all you
will have to check whether the method for solving your problem is described in
the documentation, particularly, in section Frequently Asked Questions (see
Chapter 10 on page 192) or in section Services/Knowledge base at the
Kaspersky Lab's website (www.kaspersky.com).
If you have not found solution for your problem in the documentation and in the
online Knowledge base, we recommend that you contact Kaspersky Lab's
technical support service.
If you have a problem that must be solved immediately, call phone numbers
specified in section C.2 on page 218. Phone support is provided 24/7 in Russian,
English, French and German. Please pay attention that in order to obtain help,
you must have a status of a registered user and provide to the Technical Support
service representative your registration number (if you purchased a retail box
version) or information on your order (if you purchased the product via the
internet).
In order to send a message about application malfunctions to the
Technical Support Service,
use the Send question to tech support
Support tab (see Figure 4) in the main program window.
This will automatically open Kaspersky Lab's website with the Technical Support
request form. You have to fill out this form. In the first window of the form provide
information about the problem and the Kaspersky Anti-Virus license details.
•
Select the Type of question by selecting in the dropdown list the particu-
lar problem you have encountered while using Kaspersky Anti-Virus.
hyperlink in the left frame of the