Enterprise Support Plans?

[Staj 5]

I'm very unhappy with the quality of the documentation and the level of support we're receiving for an enterprise setup, are there plans or products available that give us more than level-1 support?

[Peter Randziak 948]

Hello @Staj,

On 10/29/2020 at 2:49 PM, Staj said:

I'm very unhappy with the quality of the documentation

Sorry to hear that, but thank you for the feedback provided. I passed it to the team responsible to improve it.

On 10/29/2020 at 2:49 PM, Staj said:

the level of support we're receiving for an enterprise setup

You can pass your feedback on the support to me via a private message, I can have it checked.

On 10/29/2020 at 2:49 PM, Staj said:

are there plans or products available that give us more than level-1 support

The local support should offer tier 1 and 2 support. 

More complex cases / bugs should be tacked tier 3 support, which is provided by a tech support team in ESET HQ.

Such level of support is available to enterprise customers as well in for of a Premium support service, details can be found at https://www.eset.com/int/business/services/premium-support/ 

Peter

[Staj 5]

Quote

ESET Premium Support is currently not available in your country.

Thanks for the link anyhow.

[Peter Randziak 948]

Hello @Staj,

I checked it with a guy responsible and he told me that the services, including the Premium support will be rolled out during the next year. The release will be gradual, but the exact schedule per country is not available yet.

So the guesstimate is end of 2021 or during 2022...

Peter