Policy for Windows home products

Support levels

These are the generic support levels for ESET Windows small office & home products:

Full Support

Until the next major version release (for example, version 14.x or version 15.x).

Limited Support

+1 year after 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.

Operating system support

•ESET guarantees support only for the selected versions of Windows, based on what is stated in the System requirements help page.

•ESET aims to offer support to at least the identical operating system versions supported by Microsoft.

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 during the unsupported phase, the user will be advised to upgrade to a supported version.

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

•In the case of planned termination of the product:

•ESET will provide at least one year's notice of the affected products' End of Life date.

•A replacement version/product (if available) is communicated to customers using multiple channels.

•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.

•In the 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 Windows products, services or features is negatively affected, or the security of the user is jeopardized by external factors such as operating system platform changes or 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.