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 Threat Intelligence. Availability means that the product can be accessed and used over the internet. Specifically for ESET Threat Intelligence, downtime is defined as any period when the customer’s IT administrator or users authorized by the customer cannot log in to the ESET Threat Intelligence portal with proper credentials.

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. Planned outages are not considered downtime.