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. We guarantee responsive, tailored support that will reduce the risk of any interruption in operational continuity. Find out exactly how Premium Support services can help you get the most out of the ESET IT security deployed across your organization.

Compare ESET Premium Support tiers

Critical severity response time Response within 2 hours for level A (critical) issues – solution/ workaround, additional data request or confirmation of work

Serious severity response time Response within 4 hours for "B" level issues – solution/ workaround, request for additional data or confirmation of work

Common severity response time Response within 24 hours for "C" level issues – solution/ workaround, request for additional data or confirmation of work

Always available The world’s best professional support  available 24/7/365 to address your IT security setup and deployment needs and issues

Point of contact Get straight through to an ESET expert at a level based on your service tier

Unlimited Contact Points Appoint an unlimited number of your employees that can be contacted by ESET regarding the service you've signed up for

Priority call queuing Your calls are always treated as a priority when you're subscribed to Premium Support

Premium tickets Multiple tickets eligible for premium treatment at any time

Dedicated Account Manager A dedicated specialist will be assigned to your account and will be proactive in checking when sub services need to be executed

Priority access to development teams Tickets from Premium Support customers requiring investigation go straight to our development teams

Proactive informative services Receive prompt notification of any discovery of a product incompatibility due to OS updates or other technical issues

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

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

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2 hours

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1 workday

365/24/7

ESET Tech Support

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1 session

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ESET PREMIUM SUPPORT
ESSENTIAL

2 hours

4 hours

1 workday

365/24/7

ESET Tech Support

Unlimited

Limited

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Resources and related documents

Security overview

Download a full overview of the ESET Premium Support service.

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Use Cases

Read more about how can ESET help you to hunt threats and block them effectively.

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In 2019, ESET was named a Gartner Peer Insights Customers' Choice for Endpoint Protection Platforms.

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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
  • Pain free security – get fast, guaranteed responses
  • Always available – get support 24/7/365

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Managed Detection and Response

Combining the skills of our world-class IT security research teams and the cutting-edge technology of our IT security products.

  • Guaranteed, fast response times
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Security Services for Endpoints

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

  • Prompt response to incidents to maintain business continuity
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