Support Policy Category A

Applies to the following product categories:

Endpoint solutions

ESET Endpoint Antivirus, ESET Endpoint Security (desktop platforms)

Server products

ESET File Security or ESET Server Security, ESET Mail Security, ESET Security for Sharepoint, ESET Virtualization Security, ESET Anti-Malware SDK

Support levels

Full Support is granted to the latest release of the latest generation and the latest release of the earlier generation (for only one year after the release of a new product generation).

Limited Support is available for the earlier releases of the latest generation (one additional year after the next generation comes out) and the latest release of the previous product generation (two additional years after the one year of Full Support has expired).

Example

Let's assume version 8.1 is the latest release of the generation version 8 and generation 9 is about to be released:

Version

v 8.0 release

v 8.1 release

v 9.0 release2

v 9.0 release + 1 year

v 9.0 release + 3 years

9.0

N/A

N/A

OkFull Support

TBD5

TBD5

8.1

N/A

OkFull Support

OkFull Support1

Warning Limited Support

Threats End of Life

8.0

OkFull Support

Warning Limited Support3

Warning Limited Support4

Threats End of Life

Threats End of Life

1 Version 8.1 is in Full Support until the next major release + 1 year (version 9.0).

2 The Limited Support end date for version 8.1 is set at the next major release (version 9.0) and equals version 9.0 release date + 3 years.

3 Meanwhile, version 8.0 is an earlier release of the latest generation. Therefore, when version 8.1 came out, it transitioned to Limited support immediately.

4 When version 9.0 comes out, the Limited support end date for version 8.0 will be set to version 9.0 release date + 1 year.

5 Version 9.0 is in Full support until a next minor release or until next major release + 1 year—whichever comes first.

This is an illustrative example:

Version

Original Release Date

Latest Build

Latest Build Release Date

Current Status

Full Support

Limited Support

9.0

November 30, 2021

9.0.2046.0

March 24, 2022

OkFull Support

Until version 9.1

Until version 10 + 1 year

8.1

June 15, 2021

8.1.2050.0

April 27, 2022

OkFull Support

Until November 30, 2022

Until November 30, 2024

8.0

December 9, 2020

8.0.2053.0

April 27, 2022

Warning Limited Support

Ended (June 15, 2021)

Until November 30, 2022

To review the current support level for your ESET product, see the Is my ESET product supported? section.

Support Levels Scope

OkFull Support

Availability of regular module updates

Support for new operating systems and new versions of operating systems is granted by new product release (either a new major version release or a next minor release; only applicable to the latest product generation)

Confirmed problems and vulnerabilities addressed with security and stability updates or service releases

Technical Support is available

Knowledgebase and Online Help guides are up-to-date


WarningLimited Support

Availability of regular module updates

Compatibility with new versions of operating systems is not guaranteed
(For Windows 10, we consider semi-annual updates from Microsoft as new versions of the operating system)

Confirmed system critical bugs and critical vulnerabilities may be addressed with security and stability updates or service releases
(Whether or not a bug or vulnerability is fixed is solely at ESET’s discretion. ESET will offer a solution if it is commercially viable.)

Technical Support is available

Knowledgebase and Online Help guides updates are guaranteed only for critical issues (preventing the products’ core functionality and security)

The product is no longer available for download from ESET servers


ThreatsEnd of Life

Availability of module updates is not guaranteed

Module updates are not provided after the scheduled product version termination date

No new operating systems support

No technical support or security and stability updates are available for this version

Knowledgebase articles and Online Help are unpublished and no longer accessible online

Customers with ESET Extended Support can request a product user guide in PDF format from ESET Technical Support