Policy for Android home products

Support levels

Full Support

Until the next major version (for example, version 6.x or version 7.x) release is complete. Android small office & home products (ESET Mobile Security, ESET Smart TV Security and ESET Parental Control) are released in batches and reaching 100% availability may take several weeks.

Limited Support

+1 year after the expiration of Full Support for the affected major product versions.
+2 months for free products.

End of Life

Immediately from the effective date, at least six months' notice of the affected version's End of Life date.

ESET guarantees Full Support for the latest major version of Android home products. Based on your Android version, Android home products installed using Google Play automatically offer an upgrade to the latest supported version.

Operating system support

•Select supported Android operating system versions at ESET's discretion. Where technical changes do not limit the ESET application's functionality and existing issues cannot be solved by application modification.

•If a new Android operating system is going to be supported, ESET guarantees the availability of the suitable ESET product version no later than one day before Google's official release. In case of special customizations, the release date may be delayed compared to global releases.

•Some functionalities are Android version-dependent.

Exclusions to End of Life policy

•ESET is not obligated to offer support if hardware and/or software does not meet the minimum system requirements of the product or the product/product version is no longer supported.

•If the user prefers an earlier version of an ESET product and requires technical support, the ESET Technical Support will ask to update the product first before assisting the user. (A user may not be able to upgrade to the latest available ESET product version with obsolete hardware or operating system version.)

•If any serious incidents affect the version in the unsupported phase, the user will be advised to upgrade to a supported version.

•Update to the latest version of the user's product may be required during the support process.

•Users may not be able to upgrade to ESET's latest available version with obsolete hardware or Android version.

•Some features (for example, Anti-Theft) are not available on tablets that do not support calling and messaging.

•Dual SIM and rooted devices are not supported.

•In the case of planned termination of the product:

•Compensation or substitution may be provided at ESET's discretion.

•If the later version of the substitute is released after this decision, the end of the terminated product is counted down from that release date.

•ESET will provide at least a one-year notice of the affected product End of Life date.

•In case of a planned feature termination, ESET will provide six months' notice for paid products, tools, and services.

•In special cases when the functionality of ESET Android products, services or features are negatively affected or the security of the user is jeopardized by external factors such as operating system platform changes, Google Play Store policy updates or other legal restrictions, ESET reserves the right to execute the End of Life process outside the minimal standard time duration. In this case, compensation or a substitute feature is provided at ESET's discretion.