110m+
users worldwide
400k+
business customers
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 14,000 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 | - |
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.
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