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.
Premium Support Ultimate
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, plus the services of a dedicated technical account manager, proactive informative services, priority call queuing and faster response times.
Compare ESET Premium Support tiers
RECOMMENDED
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
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
365/24/7
Caller entry point Get straight through to an ESET expert, according to your service tier.
ESET Certified Specialist
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
Unlimited
Priority call queuing 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.
Prioritization 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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