Support and Troubleshooting

See below for known issues and information to diagnose common issues.

 

 
Known Issues

For an up-to-date list of known issues with the ESET Direct Endpoint Management Plug-in for ConnectWise Automate, see Known Issues.

 

 

 
Getting help

If you require assistance with the ESET Direct Endpoint Management Plug-in for ConnectWise Automate, please contact ConnectWise Automate support through your regular support channels and review the support procedure below:

 

1.Partner (ConnectWise Automate customer) contacts ConnectWise Automate support for initial (Level 1) support.

2.If necessary, ConnectWise Automate submits an escalation case to ESET and includes all necessary Partner contact information (for example, name, phone number, email and desired appointment window).

3.ESET Agent schedules an appointment with an ESET MSP Agent.

4.The ESET MSP Agent makes two attempts to reach the Partner. Each call attempt is separated by a 5-10 minute wait and a voicemail is left at each attempt.

5.After two failed attempts, the ESET MSP Agent sends an outbound email from the NetSuite case to ConnectWise Automate support and the Partner requesting a new appointment window. ConnectWise Automate support or the Partner must reply to the case email with the requested information.

 
To submit feedback or feature requests to ESET, use the Plug-in Feedback form.

 

 

Changelog

For an up-to-date list of changes with the ESET Direct Endpoint Management Plug-in for ConnectWise Automate, see the Changelog.