Availability of Service

Availability

At ESET, we are dedicated to delivering the highest quality cloud services, and as such, we strive for the maximum commercially viable efforts to maintain 99,5% monthly availability of ESET Connect. Availability means that the product can be accessed and used over the internet. Specifically for ESET Connect, downtime is defined as any period when the Customer’s API user cannot get any response from ESET Connect.

In the unlikely event of ESET Connect outage, you can rest assured that your ESET Endpoint and Server security products remain unaffected (if you use any).

The availability is measured using monitoring tools that have been implemented according to industry best practices.

The unavailability of the product due to technical limitations on the customer side (such as fair use policy breach, misconfiguration, termination of the right to use the product) and force majeure events are not considered downtime. The provided availability level does not apply to preview, pre-release, beta, not-for-resale, trial, or early-access product versions.

Maintenance

Planned outages are outages related to network, hardware, service maintenance and/or upgrades that may exceed 15 minutes and are announced by notification published on the ESET Status Portal at least three (3) business days before the commencement of the planned outage. Planned outages are not considered downtime.

The ESET Status Portal displays the current status of ESET cloud services, scheduled outages and past incidents. If you are experiencing an issue with a supported ESET service and do not see it listed in the Status Portal, contact ESET Technical Support.

Monitoring teams verify potential issues internally, and confirmed incidents are posted and updated manually to maintain high credibility and accuracy. Therefore, they appear on the Status Portal with a slight delay. Incidents with a short duration may not be posted if they are resolved before being manually confirmed.