ESET® PREMIUM SUPPORT SERVICE

Expert support whenever you need it

110m+
users worldwide

400k+
business customers

200+
countries & territories

13
global R&D centers

ESET Premium Support

Highly-trained professionals available 365/24/7 to help organizations respond rapidly to security issues and protect their reputation, whilst also saving IT-related costs and freeing up IT resources.


Why a Premium Support Service?

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Protect your organization’s reputation

Improve the security profile and trustworthiness of your organization by responding to all cybersecurity issues rapidly and efficiently.

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Save IT costs

Benefit from 365/24/7 immediate assistance and proactive information from highly-trained customer care specialists and increase the value of your ESET security solutions.

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Improve productivity

Receive technical assistance during major upgrades, installations of service packs, software migrations and other tasks, enabling your organization to keep operating without interruption.

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Free up IT resources

Enable the organization IT department to focus on core tasks, without being confronted by security issues.

Mitsubishi logo

protected by ESET since 2017
more than 9,000 endpoints

Allianz Suisse logo

protected by ESET since 2008
license prolonged/enlarged 10x

Canon logo

protected by ESET since 2016
more than 14,000 endpoints

T-com logo

ISP security partner since 2008
2 milion customer base

Benefit from the following features

On-demand assistance

Highly-trained customer care specialists at your disposal 365/24/7.

Guaranteed expertise

Expert consultancy directly from the makers of our technology.

Priority status

Get priority on support calls to resolve all IT security issues rapidly.

Full reporting

Track the history of all your support tickets.

Relevant support

Receive appropriate technical assistance during major upgrades, installations of service packs and software migrations.

Premium Support

Standard Support

Critical Severity Response Time

2 hours

1 business day

Serious Severity Response Time

4 hours

Best effort

Common Severity Response Time

1 workday

Best effort

Support availability

365/7/24

7:00-18:00, business days only

Priority call queuing

Yes

-

Caller Entry Point

Specialists/Experts (ESET HQ)

Frontline (ESET Partner)

Customer Contacts

Unlimited

-

Proactive Informative Services

Yes

-

Comprehensive Incident Reports

Yes

Yes

Major Upgrades

Assistance

-

Service Pack Installation

Assistance

-

Software Migrations

Assistance

-

Premium Support

Critical Severity Response Time: 2 hours

Serious Severity Response Time: 4 hours

Common Severity Response Time: 1 workday

Support availability: 365/7/24

Priority call queuing: YES

Caller Entry Point: Specialists/Experts (ESET HQ)

Customer Contacts: Unlimited

Proactive Informative Services: Yes

Comprehensive Incident Reports: Yes

Major Upgrades: Assistance

Service Pack Installation: Assistance

Software Migrations: Assistance

Standard Support

Critical Severity Response Time: 1 business day

Serious Severity Response Time: Best effort

Common Severity Response Time: Best effort

Support availability: 7:00-18:00, business days only

Priority call queuing: No

Caller Entry Point: Frontline (ESET Partner)

Customer Contacts: No

Proactive Informative Services: No

Comprehensive Incident Reports: Yes

Major Upgrades: No

Service Pack Installation: No

Software Migrations: No

Explore our customized solutions

Please leave us your contact details so we can design a personalized offer to fit your requirements.
No commitment.

Looking for more security options?

Security Management Remote management available as cloud‑based or on‑premises deployment.

Endpoint
Protection Advanced multilayered protection for computers, smartphones and virtual machines.

File Server
Security Real-time protection for your company’s data passing through all general servers.

Full Disk
Encryption Robust encryption solution for system disks, partitions or entire devices to achieve legal compliance.

Cloud Sandbox Proactive protection against zero-day threats that analyses suspicious samples in an isolated cloud sandbox environment.

Mail Security Blocks all spam and malware at server level, before they reach users’ mailboxes.

Cloud App Protection Advanced protection for Microsoft 365 apps, with added proactive threat defense. Dedicated console included.

Endpoint Detection & Response Highly customizable EDR enables identification of anomalous behavior and further investigation with subsequent response capabilities to incidents and breaches.

*manageable only via on-premises ESET PROTECT console

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