ESET Premium Support
Help, Whenever You Need It
More pricing and licensing options below!
Please Note: All Prices are Inclusive of GST
Overview:
ESET Premium Support is designed to answer your queries promptly, resolve issues quickly and help you get the full potential of your ESET products. ESET products are designed to be intuitive with comprehensive accompanying documentation — but it's still possible for advanced features to be missed by your IT team, or particular product settings to be misunderstood, preventing critical operations from being executed correctly. Premium Support ensures you get the maximum return on your investment in ESET products, reduces the complexity of your security management, and ensures your organisation's operational continuity across the entire lifecycle of each product.
How you will benefit
Get the most from advanced features
Advanced features could be missed by your IT team or particular product settings misunderstood, which could prevent them from executing critical operations. ESET experts help close that gap.
Guaranteed 24/7 response
ESET Premium Support delivers a guaranteed, 24/7 response to any incident affecting the smooth functioning of your IT environment.
Deploy new products with confidence
Deploying or upgrading new products into live environments without the required expertise presents a serious business continuity risk — ESET experts help mitigate that risk.
Straight through to an expert who knows you
Get straight through to an ESET expert who knows your infrastructure and will be able to solve the issue quickly and effectively.
Avoid unexpected clashes and incompatibilities
Specific combinations of operating systems, hardware and software from different vendors may cause unexpected behaviours. Leave deployment to experts who can foresee and resolve them quickly.
Deployed by authorised vendors
Many industries have strict compliance rules which require products to be deployed by authorised vendors — Premium Support ensures that requirement is met.
What's inside ESET Premium Support
- 24/7/365 access to ESET experts with years of experience in IT security
- Responses tailored to your individual needs
- Immediate resolution of technical issues in your organisation's security environment
- Response to critical issues within minutes of them being identified
- Prioritised access to ESET HQ experts, and even development teams
Faster Reaction
First-class service to respond to business-critical incidents within 120 minutes.
Priority Status
Everyone from your IT team gets priority status in the queue, with an unlimited number of telephone numbers able to be registered.
Remote Connection
Ask ESET experts to set up a remote connection for faster troubleshooting.
Local Support
Get local support combined with ESET HQ's technical expertise for an excellent ESET experience.
ESET 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. Includes all the benefits of ESET Premium Support, plus:
- Technical account manager for every single customer
- Faster response time (within 30 minutes for critical issues)
- Proactive informative services
- Priority call queuing
Unlimited Queries
No limit on the number of queries eligible for premium treatment.
Tech Account Manager
A dedicated account manager with extensive knowledge of your infrastructure, ready to provide immediate support.
Priority Investigation
Tickets requiring development investigation receive priority treatment from ESET's development teams.
HealthCheck Service
A critical assessment of your current ESET business product implementation, with a detailed report and recommendations for more effective configuration.
Proactive Issue Resolution
Get notifications by email or phone of all significant product updates and urgent alerts, with actionable recommendations.
Deployment & Upgrade Service
Experienced and certified ESET professionals cover installation and initial configuration to ensure optimum operating conditions.
Choose the level of service that fits your organisation
| Feature | ESET Premium Support | ESET Premium Support Ultimate |
|---|---|---|
| Critical Severity Response Time | 2 hours | 30 minutes |
| High Severity Response Time | 4 hours | 2 hours |
| Medium Severity Response Time | 12 hours | 4 hours |
| Common Severity 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 | Limited | Unlimited |
| Dedicated Account Manager | ||
| Priority Access to Development Teams | ||
| Proactive Informative Services | ||
| Deployment & Upgrade | 1 | |
| HealthCheck | 1 |
Documentation:
View the ESET Premium Support datasheet below for a complete overview of service levels, response times and included benefits.
Pricing Notes:
- All Prices are Inclusive of GST
- Pricing and product availability subject to change without notice.
- Please contact us for volume pricing and multi-year options.