Support Policy Category D

Applies to the following product categories:

Cloud solutions

ESET PROTECT Cloud, ESET LiveGuard Advanced (formerly ESET Dynamic Threat Defense), ESET MSP Administrator, ESET Business Account, ESET Cloud Office Security, ESET License Administrator

 

Full Support is available when a new major release becomes generally available. It is considered to be in Full Support, and the last major release automatically transitions to the final phase - End of Life.

Limited Support is available when a new major release becomes generally available. If, for some reason, the previous major release version is not terminated, the last major release automatically switches from Full Support to Limited Support for a pre-defined time (usually for one year). After the pre-defined time, the previous release version reaches its End of Life.

Support Levels Scope

OkFull Support

Cloud service is constantly improved

Confirmed problems and vulnerabilities might be addressed with Stability and Security Updates or Service Releases

Enrollment of new customers/users is available

Technical Support is available and documentation is updated


WarningLimited Support

Cloud service is not actively improved

Functionalities and accessibility might be limited

Enrollment of new customers/users might be limited

Technical Support is limited, bugs are under consideration, documentation updates might be limited


ThreatsEnd of Life

Cloud service improvements are terminated

Accessibility is limited or terminated

Enrollment of new customers/users is not available

Basic or no Technical Support, no bugs fixing

Knowledgebase articles and Online Help are unpublished and no longer accessible online