Support

Contact email address for AWS Marketplace support: escsn_aws_mktplc@eset.com

•Best effort basis support: AWS Marketplace support team will reply to your inquiries related to deployment and functioning of the Solution purchased as AWS Marketplace Public Offer on a best effort basis.

•SLA-based support is available for Private Offers.

Example issues where ESET AWS Marketplace support will assist you:

•Subscription validation failures after IAM/policy checks;

•Scanner crashing unrelated to network/images;

•Specific integration issues (gRPC API, Agent customization)

•Inquiries for custom configuration possibilities with Private Offer;

•Request for scoping more complex setup with Private Offer.

Example issues considered as out of Scope of this Support:

•Customer’s infrastructure related issues;

•Customer-managed platform-related issues (EKS/ECS cluster setup, VPC networking, VPN design, IAM, scaling, load balancers);

•Custom networking or mulci-AZ/multi-region deployments;

•Performance-related issues for loads higher than the reference throughput.

Before Contacting Support:

•Review the Troubleshooting section described in this deployment guide;

•Provide relevant details (Container logs, VPC Flow Logs, CloudTrail events, IAM policy simulation output);

•Confirm issue is not related to EKS/ECS cluster configuration, Security Groups, or ECR access.