Well if it helps we escalated this issue with Mr. Ashwin Kumar via email, we did a meeting regarding that issue, he gave us few recommendations, which we implemented, there was no support ticket assigned, it was escalated with authorized vendor, later on they escalated it to ESET regional team.
We are already managing endpoints via PROTECT on PREM server (Management Console). Can you escalate it to technical team since we have a compliance commitment. Any help or documentation you can provide will also help.