Malwarebytes Premium Service

Help when you need it the most

Small businesses can’t afford network or endpoint downtime. So Malwarebytes Premium service puts a Malwarebytes security expert at the other end of the phone when you need them the most. Your Malwarebytes support engineer can address your questions on the Malwarebytes deployment, configuration, and future product upgrade. Sign up for Malwarebytes Premium service to get the most out of your Malwarebytes investment.

Premium service

Telephone access to support experts/engineers

Telephone access to support experts/engineers

Monday - Friday, 6 AM – 5 PM Pacific Time

Support area

Support area

Product deployment, configuration, upgrade consultation

Support response schedule**

Support response schedule**

Within two business hours to two business days depending on case severity level

Severity 1 initial response time**

Severity 1 initial response time**

2 (two) business hours

Customer designated contacts*

Customer designated contacts*

Up to two individuals

How is this service different than the standard product/technical support?

Standard support is only limited to email communications. The Premium service provides an access to speak to a Malwarebytes expert via telephone and get quicker response to support issues.

PREMIUM SERVICE

Email support

Telephone support

Designated contact

Expedited response time


STANDARD (FREE) SUPPORT

Email support

For Premium service customers

Upon receipt of a support request from a designated Support Contact, Malwarebytes will review the request and reserves the right to reassign the severity level at its reasonable discretion. Malwarebytes will respond to support requests in accordance with the schedule set forth below:

SEVERITY LEVEL 1
Emergency situation in which the Software is inoperable, produces incorrect results, or fails catastrophically.

Initial response:
During business support hours, Malwarebytes provides a response within two business hours of receiving the service request, and engages in ongoing efforts to resolve thereafter. Severity 1 service requests must be made by telephone.


SEVERITY LEVEL 2
Performance of the Software degrades substantially under reasonable loads such that there is a severe impact on use of one or more standard functions of the Software.

Initial response:
During business support hours, Malwarebytes provides a response within one business day of receiving the service request, and engages in ongoing efforts to resolve thereafter.


SEVERITY LEVEL 3
Degradation in operations of Software such that the Software is usable, but does not function in the most convenient or expeditious manner.

Initial response:
During business support hours, Malwarebytes provides a response within two business days of receiving the service request, and engages in ongoing efforts to resolve thereafter.

Why should I get this service?

Small businesses have unique needs, including IT security needs, yet often lack the necessary expertise or resources to realize the full value of their IT investments. And they find that standard email support isn’t robust enough to satisfy the challenges of securing their particular environment efficiently or quickly. If this sounds familiar, then Premium service is for your business.

*Designated technical contacts are individuals who serve as technical contacts to communicate with the Malwarebytes technical support representative. You may at any time replace these individuals by providing written or email notice to Malwarebytes at (corporate-support@malwarebytes.com).

** In the event of any problem in the use or operation of the Software, Your Designated Support Contacts will use reasonable efforts to identify and address the issue internally before contacting Malwarebytes telephone support. For issues that the Designed Support Contracts are unable to resolve, they will assign an initial severity level to such error or defect.

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