FAQ
Service-related questions
1. What is the difference between ESET Detection and Response Essential and ESET Detection and Response Advanced?
See section 1.3 in Specification of ESET Security Services.
2. Are there any prerequisites getting the MDR services?
The minimum application requirements that have to be met:
•ESET Inspect
•ESET PROTECT (cloud version)
•ESET Endpoint Security and/or Endpoint Antivirus (for Windows) version compatible with the latest version of ESET Inspect.
3. Where can I find documentation for cloud-based ESET PROTECT and ESET Inspect?
•ESET Endpoint Antivirus Online Help and ESET Endpoint Security Online Help
4. What are the advantages of having ESET MDR?
Users without ESET MDR |
Users with ESET MDR |
|---|---|
Need to open ESET PROTECT / ESET Inspect Web Console |
Open ESET PROTECT only when notifications are triggered |
Can observe a lot of incidents and detections |
Observe relevant and checked incidents only |
Do not receive hints, own investigation is required |
Receive a description and comments from the MDR SOC team |
Should verify many different dashboards and screens |
All necessary information in one place |
Need to collect information from different dashboards and reports |
Comprehensive weekly and monthly reports with archive |
Need to stop cybersecurity incidents and provide counter-measures |
Incidents are handled by the service with recommendations |
Support-related questions
1. What are the response times and SLA parameters for ESET Premium Support?
See tables in Specification of ESET Professional Services at the bottom in sections C.2.14 and D.1.1dv.
2. How can I contact a dedicated support team?
If you need assistance from ESET's dedicated support team, create a new case in ESET Services HUB.
3. Where can I find standard ESET's Technical Support?
You can open a case with ESET Technical Support or contact your local ESET partner for support at any time if you are not able to resolve an issue or find the answer to your question not related to ESET Services.
Legal-related questions
1. How can I find conditions related to the termination of my agreement?
Review article 11 in Terms and Conditions.
2. Where can I find security documents for other ESET platforms?
Cloud-based ESET platforms have common security documentation, available at https://legal.eset.com/security
Other legal documents for ESET applications and cloud platforms (such as Terms of Use or Privacy Policy) are also accessible via: https://legal.eset.com