Premium Support
Help, Whenever You Need It
Superior protection with continuous threat hunting and monitoring via 24/7 managed detection & response.
Status: Included
Continuous protection for your evolving IT environment, with premium cyber risk management and 24/7 ESET expertise on call.
Status: Included
Add Premium Support alongside any other tier for guaranteed, prioritized response times.
Status: Add-on
Not sure which support tier is right for you? Ask us
Why customers appreciate ESET Premium Support
The world's best professional support, backed by ESET's teams of renowned researchers.
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.
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.
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.
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.
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.
Take advantage of our HealthCheck service (part of ESET Premium Support Ultimate) to review and fine-tune ESET IT security products that were previously deployed in your environment.
Compare ESET Premium Support tiers
A few rows below (marked with an asterisk) are reconstructed from the surrounding service description rather than an explicit side-by-side value on the source page – contact us to confirm the exact entitlements for your organization.
| Premium Support | Premium Support Ultimate | |
|---|---|---|
| Critical severity (A) response time | 2 hours | 30 minutes |
| Serious severity (B) response time | 4 hours | 4 hours |
| Common severity (C) response time | 24 hours | 12 hours |
| Support availability | 365/24/7 | 365/24/7 |
| Caller entry point | ESET Certified Specialist | ESET Certified Specialist |
| Customer contacts | Unlimited | Unlimited |
| Priority call queuing* | ✓ | ✓ |
| Tickets eligible for premium treatment | — | Unlimited |
| Dedicated account manager* | — | ✓ |
| Proactive informative services* | — | ✓ |
| HealthCheck service | — | ✓ |
| Deployment and Upgrade* | Add-on | Add-on |
Documentation
Download the full Premium Support overview or read it inline below.
Superior protection with continuous threat hunting and monitoring via 24/7 managed detection & response.
Status: Included
Continuous protection for your evolving IT environment, with premium cyber risk management and 24/7 ESET expertise on call.
Status: Included
Add Premium Support alongside any other tier for guaranteed, prioritized response times.
Status: Add-on