ESET® PREMIUM SUPPORT SERVICE

Expert support whenever you need it

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1bn+
users worldwide

400k+
business customers

195
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?

Protect your organization’s reputation

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

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.

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.

Free up IT resources

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

protected by ESET since 2017
more than 9,000 endpoints

protected by ESET since 2016
more than 4,000 mailboxes

protected by ESET since 2016
more than 32,000 endpoints

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

-

Make an Enquiry

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

Make an Enquiry

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?

Endpoint & data protection against ransomware

Cyber security risk management and XDR

All-in-one protection with XDR to prevent breaches

All-in-one protection with premium 24/7 MDR service

Console Unified cybersecurity platform interface providing superior network visibility and control. Available as cloud or on-prem deployment.

Modern Endpoint Protection Advanced multilayered protection for computers and smartphones powered by unique ESET LiveSense technology.

Next-Generation
Antivirus Next-gen antivirus protection for business that helps you stay ahead of known and emerging threats with our AI-native, prevention-first approach.

Network Attack
Protection Fortifies your network infrastructure by blocking harmful network traffic directly on endpoints.

Device Control Enables restriction of unauthorized devices, such as USB flash drives or CDs, to prevent access to sensitive data, mitigating the risk of data breaches and insider threats.

Anti-Phishing Safeguards sensitive company data from phishing, spear phishing and other types of social engineering attacks.

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

Mobile Threat Defense Robust security for all Android and iOS mobile devices within the organization. Equip your mobile fleet with Antimalware, Anti-Theft and MDM capabilities.

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

Advanced Threat Defense Proactive cloud-based prevention against ransomware or never-before-seen threat types with autonomous remediation capabilities.

Extended Detection
and Response 
Additional platform capability to proactively detect threats, effectively identify anomalous behavior in the network and realize timely remediation, preventing breaches and business disruption.

ESET Inspect, the XDR-enabling cloud-based tool, provides outstanding threat and system visibility, allowing risk managers and security professionals to perform fast and in-depth root cause analysis and immediately respond to incidents.

Vulnerability & Patch Management Actively track & fix vulnerabilities in operating systems and applications across all endpoints.

Mail Server Security An additional layer of security, protecting Exchange and IBM email servers from threats entering the network on top of the standard endpoint and file server protection.

Features advanced anti-phishing, anti-malware, and anti-spam combined with cloud-powered proactive threat defense. Provides you with robust quarantine management and rule definition/filtering system.

Prevents ransomware and other email-borne attacks without compromising email's speed.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Cloud App Protection Advanced protection for Microsoft 365 and Google Workspace apps, with additional proactive threat defense.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Multi-Factor
Authentication
 Single-tap, mobile-based multi-factor authentication that protects organizations from weak passwords and unauthorized access.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

MDR Ultimate Service End-to-end digital security with proactive threat hunting.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Premium Support
Advanced
 Flawless deployment, operation and incident resolution. Leave it all to us.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

ESET AI Advisor ESET's proprietary generative AI cybersecurity assistant helps with interactive risk identification, analysis, and response

Threat Intelligence Get in-depth, up-to-date global knowledge about specific threats and attack sources.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

Available as on demand upgrade providing additional protection layer. Click here and contact a sales person to receive an offering tailored to your individual needs. No commitment.

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