Softline Launches Dedicated Tech Support for Kaspersky Lab Users
Softline Group has begun providing full-scale technical support for Kaspersky Lab’s consumer products through its Softline Connect outsourcing center. The team delivers first- and second-line support for 16 home-user products, handles tens of thousands of requests each month, and operates 24/7 across multiple channels in Russian, Turkish, and partially in English. Softline is integrated into Kaspersky’s CRM, works under SLA with reporting on key metrics, and has scaled the project from a small technician group to a team of more than 40 engineers.
Maturing Service Competencies
The project has broad coverage, serving hundreds of thousands of Russian and international end users of cybersecurity solutions and strengthening the service segment of Russia’s domestic software market. For the Russian IT industry, this is a significant step: the initiative confirms the maturity of service competencies and reinforces support for locally developed software, improving the availability and quality of service for critical cybersecurity products while reducing the operational burden on the vendor.
At the international level, improved customer service for Russian products enhances the perception of Russian IT companies as mature service partners. At the same time, the project enables a global cybersecurity leader to optimize its customer service delivery model while maintaining high service standards. The initiative fully aligns with Softline Group’s strategy to expand its own service portfolio and strengthen its role as a center of expertise for work with major clients.
Expanding on the Global Stage
Domestic prospects include the expansion of the IT services market supporting software from Russian vendors, as well as improved service quality for end users of security products. Softline’s competencies as a service IT operator are also growing, opening opportunities to participate in large-scale projects for other vendors. In addition, potential reductions in Kaspersky Lab’s operating costs allow the company to focus more on product development, research activities, and global growth.
Export and international opportunities are driven by the availability of support in Turkish and English, representing a step toward securing global service contracts with international customers. Softline can also develop its service competencies in other regions where it operates, including Vietnam, the UAE, and CIS countries. This development is significant not only for the domestic IT services and cybersecurity market, but also as an example of successfully promoting a Russian product internationally.
Partnership Evolution
In January 2025, Softline Group received an award from Kaspersky Lab as its most stable and reliable partner. For more than 15 years, Softline has been a leading partner of Kaspersky Lab and was named sales leader of the year, helping businesses across multiple industries deploy and support the vendor’s solutions.
Since 2021, Softline and Kaspersky Lab have jointly conducted security assessments of electronic educational materials for the Academy of the Ministry of Education of Russia, checking them for the absence of malware. The reviews use specialized software solutions, including KATA and KEDR Expert, which incorporate advanced detection mechanisms and provide protection against sophisticated threats. This long-term collaboration underscores that the current support project is a logical stage in the evolution of the partnership.
Strengthening Market Reputation
The creation of an extensive technical support operation for security solutions highlights the maturity of Russia’s IT services market. Softline is strengthening its reputation not only as a solutions provider but also as a high-quality service operator, which is particularly important in the competitive cybersecurity landscape. For Kaspersky Lab, this represents a move toward optimizing its operating model, enabling greater focus on product development and innovation.
Looking ahead, deeper cooperation between Russian IT vendors and third-party service centers is expected. The role of outsourcing providers in global software support markets is also likely to grow. Additionally, there is potential for Softline to expand the range of software products it supports.
