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 service?
The minimum product 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 products ESET PROTECT and ESET Inspect?
•ESET Endpoint Antivirus Online Help and ESET Endpoint Security Online Help
Support-related questions
1. What are the response times and SLA parameters for ESET Premium Support?
See tables in Overview of ESET Professional Services at the bottom in sections 2.14 and 1.1dv.
2. How can I contact a dedicated support team?
ESET Services Hub users: Create a new case from the console.
Other users: Verify the contact information in the agreement.
3. Where can I find standard ESET product'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 products?
A cloud-based ESET product usually has its own security documentation, for example:
•Security for ESET PROTECT (cloud version)
•Security for ESET PROTECT Hub
Other legal documents for ESET products (such as Terms of Use or Privacy Policy) are accessible also via: https://help.eset.com/eula/