Premium Support

Help, whenever you need it

Get prompt assistance from ESET at any hour of the day or night, including weekends and public holidays.

Right from the start

Expert help to set up your ESET IT security products right from their installation. Using ESET Premium Support greatly lowers the number of potential issues down the line.

Always available

The world’s best professional support – backed by ESET’s teams of renowned researchers, operating across the globe – is available 24/7/365 to address your IT security setup and deployment needs and issues.

Business continuity

ESET products are designed to be intuitive and come with comprehensive documentation. Still, having ESET expertise on hand reduces the risks of any downtime or gaps in vital operations.

An immediate response

Tickets that could otherwise take longer are resolved fast with ESET Premium Support. Thanks to strict SLAs, even those issues requiring involvement from the development team are fast-tracked for priority resolution.

Pain-free security

With ESET Premium Support, your organization gets a fast, guaranteed response when you need it. We work with your IT teams to tailor our response to your environment. And in the event of an incident, we are here to help.

Fine-tune your protection

Take advantage of our HealthCheck service (part of ESET Premium Support Advanced) to review and fine-tune ESET IT security products that were previously deployed in your environment.

Premium Support service

When it comes to deploying comprehensive IT security, rely on ESET to supply the expertise you need. Premium Support is available 24/7/365, ensuring you have continuous access to the world’s best professional support to address your IT security setup and deployment needs and issues. We guarantee responsive, tailored support that will reduce the risk of any interruption to your operations.

Find out exactly how ESET’s Premium Support services can help you get the most out of the ESET IT security deployed across your organization.

Premium Support Essential

A guaranteed, prioritized and accelerated product support package including fast and detailed analysis of any problems, followed by precise troubleshooting advice at any hour of the day or night. Responses are tailored to your individual needs, with immediate resolution of technical issues in your security environment, response to critical issues within minutes of notification, and prioritized access to ESET HQ experts.

Premium Support Advanced

Complete ESET product support with superior customer care privileges. Covers all stages of product implementation including installation and set-up, upgrade procedures, regular configuration checks and proactive resolution of product issues. All the benefits of ESET Premium Support Essential, plus the services of a dedicated technical account manager, proactive informative services, and priority call queuing.

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ESET PREMIUM SUPPORT
ESSENTIAL

ESET PREMIUM SUPPORT
ADVANCED

Critical severity (A) response time Get a response within 2 hours for “A” level issues. The response will comprise solution/workaround, additional data request or confirmation of work.

2 hours

2 hours

Serious severity (B) response time Get a response within 4 hours for “B” level issues. The response will comprise solution/workaround, additional data request or confirmation of work.

4 hours

4 hours

Common severity (C) response time Get a response within 1 workday for “C” level issues. The response will comprise solution/workaround, additional data request or confirmation of work.

24 hours

24 hours

Support availability Premium Support is available 24/7/365, ensuring you have continuous access to the world’s best professional support to address your IT security setup and deployment needs and issues.

365/24/7

365/24/7

Caller entry point Get straight through to an ESET expert, according to your service tier.

ESET Certified Specialist

ESET Certified Specialist

Customer contacts You get to nominate which of your employees should be contacted by ESET regarding the service you have signed up for. There is no limit to the number of employees you may nominate.

Unlimited

Unlimited

Priority call queuing As a Premium Support subscriber, your call will get priority attention compared to general technical support calls.

Tickets eligible for premium treatment Premium Support Advanced subscribers may submit any number of tickets eligible for premium treatment at any time.

Unlimited

Dedicated account manager A dedicated ESET specialist will be assigned to your account and will proactively check that subscription services are being delivered.

Prioritization within development teams

Proactive informative services You will receive prompt notification if ESET discovers any product incompatibility issues because of OS updates or other technical changes.

Deployment and Upgrade Ensures the effective functioning of ESET business products. Installation and configuration performed by experienced and certified ESET professionals.

HealthCheck Verifies how effectively a product was set up and how well the initial settings were adjusted to improve the operation of ESET products.

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Committed to the highest industry standards

ESET is one of the very few vendors who have shaped the industry in 2022 According to IDC, ESET is one of the very few vendors who have shaped the industry in 2022 thanks to its industry longevity, technical prowess, research excellence and financial stability.

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ESET was awarded in multiple independent tests

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ESET is a ‘Top Player’ in Advanced Persistent Threat protection ESET has been recognized as a ‘Top Player’ for the fourth year in a row in Radicati’s 2023 Advanced Persistent Threat Market Quadrant

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ESET is appreciated by customers worldwide


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ESET among Market & Overall leaders in MDR Leadership Compass 2023

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ESET is recognized for over 700 reviews collected on Gartner Peer Insights © 2022 Gartner, Inc. Gartner® and Peer Insights™ are trademarks of Gartner, Inc. and/or its affiliates. All rights reserved. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.

What customers appreciate

"We were most impressed with the support and assistance we received. In addition to being a great product, the excellent care and support we got was what really led us to move all of Primoris’ systems to ESET as a whole."

Joshua Collins,
Data Center Operations Manager; Primoris Services Corporation, USA; 4000+ seats
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"I love how it is designed with advanced machine learning and behavior learning technology that learns from the previous attacks and whenever the system is attacked from the same source, it is detected and removed before penetrating my system. All kinds of viruses, malicious activities and different online threats are completely identified and then removed from my system very efficiently."

Sarah C., G2 review

"The ESET Inspect ensures protections against malicious activity, threats from no file viruses and let the security teams to detect APTs. All of this is achieved through algorithms of machine learning and behavioral learning or through the endpoint low level system data collected. This software is capable enough to perform root cause and forensic analysis, threat hunt, and configure attack indicators."

Herry K., G2 review

"The biggest thing that stands out is its strong technical advantage over other products in the marketplace. ESET offers us reliable security, meaning that I can work on any project at any time knowing our computers are protected 100%."

Fiona Garland, Business Analyst, Mercury Engineering, Construction, Materials and Natural Resources
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"I would definitely recommend ESET to other companies based on performance but also the support too, which is great. I think the manageability is the best you can get."

Mark Kaiser, IT Specialist, Unigarant, Finance & Insurance
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Resources and related documents

Why ESET?

ESET is the largest cybersecurity provider based in the EU, with more than 30 years of experience protecting organizations large and small

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ESET Threat Research

Recognized research, and discoveries that serve cybersecurity

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ESET MDR helps Raicam to succeed

Learn how one ESET customer benefited directly from ESET MDR.

Read Raicam’s story

Read this special MDR report

Leading analysts KuppingerCole surveyed ESET’s MDR solutions – see their insights

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Premium Support

Get prompt assistance from ESET at any hour of the day or night, including weekends and public holidays.

  • We’ll help set up your ESET products to minimize potential issues down the line
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Combining the skills of ESET’s world-class security research teams with the cutting-edge technology of ESET’s IT security products.

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Combine with ESET products to get a complete security solution that acts preventively, proactively and reactively.

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