Let our experts take care of the solution installation and correct configuration.
If you need help, we will be there and help with any problems that arise, using the purchased Acronis, ESET, Google Workspace, Safetica, Senhasegura, ISL Online solutions. If you still experience a cyber incident, you can turn to trusted experts who will prevent emerging threats. Use the experience of professionals to work more productively and confidently.
Our services - your choice
| Engineer support (Starter) | Premium support | Detection and Response (MDR) | ||
|---|---|---|---|---|
| AssistOnDemand Starter | Premium support | SecureWatch&Care | ||
| Service Level Agreement (SLA) | Help Center Hours | 8:00-17:00 on weekdays only | 8:00-18:00 only on weekdays | 8:00-18:00 only on weekdays |
| Premium response time | ─ | ✓ | ✓ | |
| Critical response time | As far as possible | 2 hours | 2 hours | |
| High severity response time | As far as possible | 4 hours | 4 hours | |
| Normal difficulty response time | As far as possible | 1 business day | 1 business day | |
| Level "A" Incident Submission | ✓ | By phone and email | By phone and email | |
| Reporting of Level “B” and “C” incidents | ✓ | By phone and email | By phone and email | |
| Priority in the call queue | ✓ | ✓ | ✓ | |
| Submitting premium requests for processing | Unlimited | Unlimited | Unlimited | |
| Support for desktop and server security products | Ransomware analysis | ✓ | ✓ | ✓ |
| Malicious files are not detected | ✓ | ✓ | ✓ | |
| Malicious file cleaning error | ✓ | ✓ | ✓ | |
| False threat detection | ✓ | ✓ | ✓ | |
| Suspicious behavior analysis | ✓ | ✓ | ✓ | |
| ESET Inspect Support | Help with creating rules | ✓ | ✓ | ✓ |
| Help with creating exceptions | ✓ | ✓ | ✓ | |
| General questions about using ESET Inspect | ✓ | ✓ | ✓ | |
| ESET Inspect configuration, optimization (initial) | ✓ | ✓ | ✓ | |
| Threat Hunting (on demand) | ✓ | ✓ | ✓ | |
| Incident investigation | Initial file analysis | ✓ | ✓ | ✓ |
| Detailed file analysis | ─ | ✓ | ✓ | |
| Digital forensics | ─ | ✓ | ✓ | |
| Assistance in investigating an incident | ─ | ✓ | ✓ | |
| ESET Inspect security services | Threat monitoring | ─ | ─ | ✓ |
| Threat hunting (proactive) | ─ | ─ | ✓ | |
| Other services | Observation 8/5 | ─ | ─ | ✓ |
| Proactive information | ✓ | ✓ | ✓ | |
| Access to EDU and certification platform | Up to 2 people | Up to 5 people | Up to 5 people | |
| Installation and update | 1 per year | 1 per year | ✓ | |
| Assessment of the current situation | 1 per year | 2 per year | ✓ | |
| Discussion of detections | 1 session per month. | Up to 4 sessions per month. | ✓ | |
| Assigned service specialist | Certified Specialist | Certified Specialist | Senior Certified Specialist | |
| Monthly threat detection REPORT and recommendations | ─ | ─ | ✓ | |
Are you interested? Contact us!
If you would like a more detailed information about our solutions, please contact us – we will be happy to answer your questions and advise on the most suitable solution and services for your business needs and requirements.
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We’ll contact you back for more detailed information and individual consultation on the best Premium Service choice for your organization’s needs.
