Support Policy Category A
Applies to the following product categories and products:
Product Category A |
|---|
Endpoint solutions ESET Endpoint Antivirus, ESET Endpoint Security (desktop platforms)
Server products ESET File Security or ESET Server Security (Windows, Linux), ESET Mail Security (Exchange, IBM Domino), ESET Security for Sharepoint |
Support levels transition rules
Each feature update in category A receives one year of Full Support and then two years of Limited Support after its release date. After that, the version transitions to End of Life.
The Full Support period for the most recent product version may be extended if no successor is released during its Full Support. In this case, the end date of Full support equals the release date of the subsequent feature update. However, even if the end of Full Support shifts, the product version’s End of Life date remains the same. A certain period of Limited Support will always follow after Full Support.
Example
Each feature update is represented by a table row. Refer also to the Product tables explanation.
This is an illustrative example for a category A product:
Version |
Original release date |
Latest Build |
Latest Build Release Date |
Current status |
Full Support |
Limited Support |
|---|---|---|---|---|---|---|
2.1 |
January 25, 2023 |
2.1.3.0 |
April 5, 2023 |
|
Until next feature update (minimum until January 31, 2024) |
Until January 31, 2026 |
2.0 |
January 20, 2022 |
2.0.5.0 |
December 5, 2022 |
|
Ended (January 31, 2023) |
Until January 31, 2025 |
1.0 |
January 15, 2020 |
1.0.7.0 |
November 5, 2022 |
|
Ended (January 20, 2022) |
Ended (January 31, 2023) |
•Version 2.1 is in Full Support because one year from its release date has not elapsed or a later feature update has not been released
•Version 2.0 is in Limited Support because one year from its release date has elapsed
•Version 1.0 is in End of Life because three years from its release date have elapsed
oThis version’s Full Support was prolonged from one year because a later feature update had not been available within one year after the version 1.0 release
To review the current support level for your ESET product, see the Is my ESET product supported? section.
Support Level Specifics
The support levels’ scope is explained in the section Support levels. In addition, the following specifics apply to products in this category:
|
•Development support—Fixes in fully supported versions can address bugs and vulnerabilities of various severities and improvements to product version features •Operating system compatibility—ESET does not change the already released versions to be compatible with newly released OS versions oReleased versions may work when the OS changes are minor or ESET aims to guarantee support for new operating systems only by the next feature update oThe only exception is Windows Endpoint products, where ESET adds compatibility for Windows 10 and 11 feature updates |
Full Support
|
•Development Support—Confirmed bugs and vulnerabilities may be addressed with servicing updates oWhether a fix will be released to a product version in limited support is at ESET’s discretion. oESET intends to fix primarily major vulnerabilities and severe bugs in product versions in limited support. •Documentation—Knowledgebase and Online Help updates are guaranteed only for critical issues (such as those preventing a product’s core functionality and security) |
Limited Support
|
•Module updates—No module updates (where applicable); thus, the device is not protected |
End of LifeESET Extended Support
ESET offers an additional, paid service that provides limited module updates to ESET product versions after their official End of Life. Development Support and full Technical Support are not included. You can find more information about this service in the official documentation.
Only specific products and product versions are eligible for ESET Extended Support for a specified period.