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?

Checkmark icon

Protect your organization’s reputation

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

Checkmark icon

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.

Checkmark icon

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.

Checkmark icon

Free up IT resources

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

Honda logo

protected by ESET since 2011
license prolonged 3x, enlarged 2x

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 the complete security of your network?

Related bundled solutions

ESET Targeted Attack Protection solution icon

ESET Targeted Attack Protection

  • Security Management Center
  • Endpoint Protection Platform
  • Cloud Sandbox Analysis
  • Endpoint Detection & Response
ESET Dynamic Mail Protection solution icon

ESET Dynamic Mail Protection

  • Security Management Center
  • Mail Security
  • Cloud Sandbox Analysis
ESET Dynamic Endpoint Protection solution icon

ESET Dynamic Endpoint Protection

  • Security Management Center
  • Endpoint Protection Platform
  • Cloud Sandbox Analysis
ESET Endpoint Protection Advanced solution icon

ESET Endpoint Protection Advanced

  • Security Management Center
  • Endpoint Protection Platform

Stay on top of cybersecurity news

Brought to you by awarded and recognized security researchers from ESET's 13 global R&D centers.

Corporate blog

ESET security suite selected as 'PCMag Readers' Choice Award winner

2019 welcomed us with the great news that our consumer product offering was recognised by the Readers of PC Mag as “everything you need in a security suite.”

ESET Veteran Stephen Cobb Receives Prestigious CompTIA Award

Stephen Cobb, Senior Security Researcher at ESET and one of the world’s leading voices in cybersecurity, will receive a prestigious Computing Technology Industry Association (CompTIA) Award.

See more

We Live Security blog

Switzerland offers cash for finding security holes in its e-voting system

Anybody with hacking prowess can take a crack at reading votes or even rigging the vote count itself

Criminal hacking hits Managed Service Providers: Reasons and responses

Recent news articles show that MSPs are now being targeted by criminals, and for a variety of nefarious reasons. Why is this happening, and what should MSPs do about it?