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) 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
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.
Compare ESET Premium Support tiers
| ESET PREMIUM SUPPORT ESSENTIAL |
Recommended
ESET PREMIUM SUPPORT ADVANCED
|
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|---|---|---|
| Critical severity (A) response time | 2 hours | 30 minutes |
| Serious severity (B) response time | 4 hours | 4 hours |
| Common severity (C) response time | 24 hours | 12 hours |
| Support availability | 365/24/7 | 365/24/7 |
| Caller entry point | ESET Certified Specialist | ESET Certified Specialist |
| Customer contacts | Unlimited | Unlimited |
| Priority call queuing | ✓ | ✓ |
| Tickets eligible for premium treatment | ✕ | Unlimited |
| Dedicated account manager | ✕ | ✓ |
| Prioritization within development teams | ✕ | ✓ |
| Proactive informative services | ✕ | ✓ |
| Deployment and Upgrade | ✕ | ✓ |
| HealthCheck | ✕ | ✓ |
Related solution
ESET PROTECT MDR
Superior protection with 24/7 managed detection & response, combining AI-powered automation and ESET’s world-leading expertise.
- Get immediate response to threats
- 24/7 expert-led monitoring, hunting, triage and response
- Protect your business data and systems from unauthorized access
- Prevent phishing attempts and malware from reaching users’ mailboxes
- Automatically track and patch vulnerabilities