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 organisation 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.

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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 organisation.

Premium Support Essential

A guaranteed, prioritised 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 prioritised access to ESET HQ experts.

Premium Support Advanced

Complete ESET product support with superior customer care privileges. Covers all stages of product implementation including installation and set-up, upgrade procedures, regular configuration checks and proactive resolution of product issues. All the benefits of ESET Premium Support Essential, plus the services of a dedicated technical account manager, proactive informative services, and priority call queueing.

Compare ESET Premium Support tiers

ESET PREMIUM SUPPORT
ESSENTIAL

ESET PREMIUM SUPPORT
ADVANCED

Critical severity (A) response time Get a response within 2 hours/30 minutes for “A” level issues. The response will comprise solution/workaround, additional data request or confirmation of work.

2 hours

30 minutes

Serious severity (B) response time Get a response within 4 hours for “B” level issues. The response will comprise solution/workaround, additional data request or confirmation of work.

4 hours

Common severity (C) response time Get a response within 24 hours/12 hours for “C” level issues. The response will comprise solution/workaround, additional data request or confirmation of work.

24 hours

12 hours

Support availability 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.

365/24/7

Caller entry point Get straight through to an ESET expert, according to your service tier.

ESET Certified Specialist

Customer contacts You get to nominate which of your employees should be contacted by ESET regarding the service you have signed up for. There is no limit to the number of employees you may nominate.

Unlimited

Priority call queueing As a Premium Support subscriber, your call will get priority attention compared to general technical support calls.

Tickets eligible for premium treatment Premium Support Advanced subscribers may submit any number of tickets eligible for premium treatment at any time.

Unlimited

Dedicated account manager A dedicated ESET specialist will be assigned to your account and will proactively check that subscription services are being delivered.

Prioritisation within development teams

Proactive informative services You will receive prompt notification if ESET discovers any product incompatibility issues because of OS updates or other technical changes.

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

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

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