[KB3678] Is my ESET product supported? ESET End of Life policy (Home products)

Issue

Solution

Executive summary | Versioning Rules | Support Levels | Product list | PDF Document

Executive summary

The purpose of this document is to introduce procedures regarding our product lifecycle, End of Life (EOL) policies, and product-related support policies. To ensure our customers have the best protection possible, we want to communicate the EOL process in a transparent and predictable way for everyone involved.
In this End of Life document, we have defined product categories and created support policies for each of them. We have retroactively applied new support policies to existing products and versions, while still honoring any prior commitments that we made to our customers. In order to maintain consistency, these policies will be strictly applied to all future releases.
We also present a template for how to approach our product versioning and have drafted new guidelines to follow.

Versioning Rules

ESET follows industry standards for product version numbering. See the example on how to read the individual numbers found in the product version:

Versioning explained

ESET Smart Security Premium version 14.0.22.0 means

14.

Major version

0.

Minor version/Service release

22.

Build number/Patch level

0

Additional differentiator
(e.g. language version)

  • Major version - Moving to a higher version typically involves a major product overhaul, change in product architecture, or dropped operating system support for an earlier operating system version(s).
  • Minor version/Service release - Increasing this number means minor bug fixes and minor functionality changes compared to the previous version.
  • Build Number/Patch level - Indicates required automatic security and stability updates. No functionality changes are made.

ESET guarantees full support for the latest major versions and corresponding minor releases of these products:

  • Windows
    • ESET Smart Security Premium
    • ESET Internet Security
    • ESET NOD32 Antivirus
  • Android
    • ESET Mobile Security
    • ESET Parental Control
    • ESET Smart TV Security
  • macOS
    • ESET Cyber Security Pro
    • ESET Cyber Security
Product lifecycle

Each of our products fits into a specific stage of the product lifecycle. To define a comprehensive End of Life policy, we have categorized them into the following groups:

  1. Products in active development
    These products are in the early or middle stages of the lifecycle.
    Products in active development regularly undergo the end of version procedure for earlier product versions (every time a new major version is released).
  2. Products in maintenance
    These products are in a highly mature state and ESET only maintains them. There is no development of any new features. Products in maintenance do not get releases guaranteeing compatibility with future operating system releases.
  3. Products to be terminated
    These products undergo an internal product termination procedure, which results in the products complete End of Life.
Planned termination of a product/tool/service
  • An End of Life state during which the product, tool or service is discontinued, a newer version is not available, and functionality is terminated.
  • Once the termination is approved, the product moves to Limited Support.
Unplanned termination of a product/tool/service
  • An End of Life state during which unpredictable external factors including operating system platform changes and API closures affect the functionality of ESET products, services or features. There can be immediate negative effects and the user's security can be jeopardized.
  • ESET reserves the right to notify the user and execute the End of Life process outside the minimal standard time duration.
Free vs. paid termination of a tool/service

Paid services and tools

ESET provides at least a one year notice of the upcoming planned termination date and one year of Limited Support.

Free services and tools

ESET provides at least two months' notice of the upcoming planned termination date with two months of Limited Support.

Support levels

These are the general support levels for ESET products and services. For specific support levels of individual products and product versions, refer to their corresponding sections in the document.

  • Full Support – This is understood industry-wide as providing the best efforts to serve customers by fixing all bugs and offering full functionality. We also offer wide-ranging assistance to our customers. All future operating system releases will be supported unless there is a major external hurdle that we cannot overcome with reasonable effort.
  • Limited Support – It is generally limited to Technical Support and Development Support, which is limited to bug fixing so there is no support for new operating system versions.
  • End of Life – At this stage of the product lifecycle, we offer zero support or assistance and do not guarantee the product’s functionality at all. The best we can do is guide the customer to the most appropriate migration path so that they upgrade to the latest equivalent product.

Full Support

  • Availability of regular module updates1
  • Confirmed problems and vulnerabilities addressed with security and stability updates or service releases
  • Support of the latest operating system/version of the applicable operating system2
  • Compatibility with select operating systems
  • Technical Support available to assist with all product-related issues
  • Documentation (Knowledgebase and Online Help guides) kept up-to-date

Limited Support

  • Availability of regular module updates1
  • Security and stability updates for critical bugs at ESET's discretion
  • Technical Support is available only for known bugs (where a fix is already available)
  • No localization updates are possible
  • Compatibility with select operating systems at ESET’s discretion
  • Documentation updates guaranteed only for critical issues (preventing the products’ core functionality and security from working properly)

End of Life

  • Availability of regular module updates at ESET’s discretion3
  • No technical support or security and stability updates are available for this version

1 Applies to AV products

2 Support of older versions of the latest OS is not guaranteed

3 Planned termination of this functionality must be communicated to customers and the suggestion to update to the latest version must be displayed. If this is guaranteed, functionality must be terminated. Once it’s turned off, the whole product stops working, because the security of the user is jeopardized. If available, the latest version or substitute is offered

More details about ESET End of Life policy in PDF


Click the name of your product below to see the current level of support offered by ESET.

Windows

Policy for Windows home products
Standard EOL
Full Support

Until the release of the next major product (e.g. version 13.x or version 14.x).

Limited Support

+1 year after expiration of Full Support for the affected major product versions.

+2 months for free product.

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 Windows operating system versions.

  • ESET’s aims to offer support to at least the same operating system versions as supported by Microsoft.
  • Latest Windows operating system – ESET guarantees the availability of a suitable ESET supported antivirus product version no later than one day before Microsoft’s official public release.
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 older 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.)
  • In the case of any serious incidents affecting 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 product End of Life date.
    • A replacement version/product (if available) is communicated to customers using multiple channels.
    • If the newer 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 planned feature termination, ESET will provide six months’ notice4
  • 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 duration5

4 In case of paid products/tools/services

5 Compensations or substitute feature is provided at ESET's discretion


ESET Smart Security Premium
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
14 October 22, 2020 14.0.22.0 Full Support Est. Q4 2021 Est. Q4 2022 Currently the latest version (SHA256)
13 October 22, 2019 13.2.18.0 Limited Support Ended
(October 2020)
Until October 2021 ESET Smart Security Premium 14
12 October 23, 2018 12.2.30.0 End of Life
Ended
(October 2019)
Ended
(October 2020)
ESET Smart Security Premium 14
11 February 12, 2018 11.2.63.0 End of Life Ended
(October 2018)
Ended
(October 2019)
ESET Smart Security Premium 14
10 October 25, 2016 10.1.245 End of Life Ended
(February 2018)
Ended
(February 2019)
ESET Smart Security Premium 14
ESET Internet Security
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
14 October 22, 2020 14.0.21.0 Full Support Est. Q4 2021 Est. Q4 2022 Currently the latest version (SHA256)
13 October 22, 2019 13.2.18.0 Limited Support Ended
(October 2020)
Until Oct, 2021 ESET Internet Security 14
12 October 23, 2018 12.2.30.0 End of Life Ended
(October 2019)
Ended
(October 2020)
ESET Internet Security 14
11 February 12, 2018 11.2.63.0 End of Life Ended
(October 2018)
Ended
(October 2019)
ESET Internet Security 14
10 October 25, 2016 10.1.245 End of Life Ended
(February 2018)
Ended
(February 2019)
ESET Internet Security 14
 
ESET NOD32 Antivirus
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
14 October 22, 2020 14.0.21.0 Full Support Est. Q4 2021 Est. Q4 2022 Currently the latest version (SHA256)
13 October 22, 2019 13.2.18.0 Limited Support Ended
(October 2020)
Until Oct, 2021 ESET NOD32 Antivirus 14
12 October 23, 2018 12.2.30.0 End of Life Ended
(October 2019)
Ended
(October 2020)
ESET NOD32 Antivirus 14
11 February 12, 2018 11.2.63.0 End of Life Ended
(October 2018)
Ended
(October 2019)
ESET NOD32 Antivirus 14
10 October 25, 2016 10.1.245 End of Life Ended
(February 2018)
Ended
(February 2019)
ESET NOD32 Antivirus 14
9 January 13, 2016 9.0.429.6 End of Life Ended Ended ESET NOD32 Antivirus 14
or Version 9.0.429 (Vista, XP)

Version 8 and below - End of Life.

ESET Smart Security
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
10 October 25, 2016 10.1.245 End of Life Ended
(February 2018)
Ended
(February 2019)
ESET Internet Security 14
9 January 13, 2016 9.0.429.6 End of Life Ended Ended ESET Internet Security 14 (SHA256)
or Version 9.0.429 (Vista, XP)
8 October 15, 2014 8.0.319.0 End of Life Ended Ended ESET Internet Security 14 (SHA256)
or Version 9.0.429 (Vista, XP)

Version 7 and below - End of Life.

Android

Policy for Android home products
Standard EOL
Full Support

Until the release of the next major product (e.g. version 5.x or version 6.x).

Limited Support

+1 year after expiration of Full Support for the affected major product versions.

+2 months for free product.

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’s ESET Mobile Security, ESET Smart TV Security and Parental Control products until a newer major version is released. (In the case of Google Play, upgrade to the latest supported version of the ESET product for the user’s Android version is offered automatically.)

Operating system support
  • Select supported Android operating system versions at ESET’s discretion.6
  • If a new Android operating system is going to be supported, ESET guarantees the availability of the suitable ESET antivirus or parental control product version no later than one day before Google’s official release.7
  • Some feature functionalities are operating system version dependent.
Exclusions to End of Life policy
  1. 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.
  2. If the user prefers an older 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.)
  3. In the case of any serious incidents affecting 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 (e.g. Anti-Theft) are not available on tablets that do not support calling and messaging.
    • Dual SIM and rooted devices are not supported.
  4. In the case of a planned termination of the product:
    • Compensation or substitution may be provided at ESET’s discretion.
    • If the newer 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.
  5. In the case of a planned feature termination, ESET will provide 6 months’ notice.8
  6. 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 duration9.


6 Where technical changes do not limit the ESET application’s functionality and existing issues cannot be solved by application modification.

7 Best effort; in case of special customizations, the release date may be delayed compared to global releases.

8 In the case of paid products/tools/services.

9 Compensation or a substitute feature is provided at ESET’s discretion.


ESET Mobile Security
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
6 August 2020 6.1.9 Full Support Until version 7 release Until version 7 release + 1 year Currently the latest version
5 March 1, 2019 5.4.7.0 Limited support Ended
(August 2020)
Until August 2021 ESET Mobile Security 6
4 March 14, 2018 4.3.11.0 End of Life Ended
(March 2019)
Ended
(March 2020)
ESET Mobile Security 6
3 May 15, 2014 3.9.20.0 End of Life Ended
(March 2018)
Ended
(March 2019)
ESET Mobile Security 6
2 August 6, 2013 2.0.868.0 End of Life Ended
(May 2014)
Ended
(May 2015)
 
ESET Parental Control
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
3 October 21, 2020 3.0.9.0 Full Support Until version 4 release Until version 4 release + 1 year Currently the latest version
2 April 4, 2018 2.9.15.0 Limited Support Ended
(October 2020)
Until October 2021 ESET Parental Control 3
1 November 15, 2015 1.8.12.0 End of Life Ended
(April 2018)
Ended
(April 2019)
ESET Parental Control 3
ESET Smart TV Security for Android TV
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
1 February 21, 2018 1.3.16.0 Full Support Until version 2 release Until version 2 release + 1 year Currently the latest version

Mac

Policy for Mac home products
Standard EOL
Full Support

Until the release of the next major product (e.g. version 6.x or version 7.x).

Limited Support

+1 year after expiration of Full Support for the affected major product version.
+2 months for in case of free product.

End of version

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 most recent released version.

Operating system support

ESET guarantees support only for the last three major macOS versions (best effort). (Latest major macOS version – ESET guarantees the availability of a suitable ESET supporting antivirus product version no later than one day before Apple’s official public release.)

Exclusions to End of Life policy
      1. ESET is not obliged 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.
      2. If the user prefers an older 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.)
      3. In the case of any serious incidents affecting the version in the unsupported phase, the user will be advised to upgrade to a supported version.
      4. Update to the latest version of the user’s product may be required during the support process.
      5. In the case of a planned termination of the product:
        • Compensation or substitution may be provided at ESET’s discretion.
        • If the newer version of the substitute version/product 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.
      6. In the case of a planned feature termination, ESET will provide six months notice
      7. In special cases when the functionality of ESET Mac 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 duration10


10Compensation or a substitute feature is provided at ESET’s discretion.


ESET Cyber Security
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
6 March 19, 2014 6.10.460.1 Full Support Estimated GA of v7 Estimated GA of v7 +1 Year Currently the latest version
5 January 30, 2013 5.0.115.0 End of Life Ended
(March 2014)
Ended
(March 2015)
ESET Cyber Security 6
4     End of Life Ended Ended ESET Cyber Security 6
ESET Cyber Security Pro
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
6 March 19, 2014 6.10.460.1 Full Support Estimated GA of v7 Estimated GA of v7 +1 Year Currently the latest version
5 January 30, 2013 5.0.115.0 End of Life Ended
(March 2014)
Ended
(March 2015)
ESET Cyber Security Pro 6
4     End of Life Ended Ended ESET Cyber Security Pro 6

Linux
ESET NOD32 AV for Linux Desktop
Version Release Date Latest build Current Status Full Support Limited Support Migration Path
4 April 12, 2011 4.0.95.0 Limited support Ended
(Q1 2020)
Est. Q4 2021 Currently the latest version

Tools

Policy for Tools and Services

Current Offering

Tools

ESET Online Scanner, ESET SysRescue, ESET AV Remover, ESET SysInspector, ESET Log Collector

Services
Current Offering

License Credentials Conversion, my.eset.com

Standard EOL
Full Support

Until the release of the next major product (e.g. version 7.x or version 8.x)

Limited Support

Tools and Services do not have Limited support, except one-year Limited Support in the case of a planned paid tool/service termination.

End of Life

Immediately from the effective date; ESET will provide at least two months notice of the End of Life date.

ESET only guarantees the support of the latest release of ESET tools.

OS support
  • Support of the latest operating system/version of the operating system at ESET’s discretion.
  • Compatibility with selected operating systems at ESET’s discretion.
Exclusions to End of Life policy
  • Full Support is guaranteed at ESET’s discretion.
  • In case of any serious incidents affecting the version in the unsupported phase, the user will be advised to upgrade to a supported version.
  • In the case of a tool, an update to the latest version may be required during the support process.
  • ESET will provide at least six months notice of the affected tool’s/service’s major version End of Life date.
  • In case of a planned termination of the tool/service:
    • Compensation or substitution may be provided at ESET’s discretion.
    • ESET will provide at least a one year notice of the affected paid tool’s/service’s End of Life date (two months notice in case of free tools/services).
  • In case of a planned feature termination, ESET will provide six months’ notice12
  • In special cases when the functionality of ESET tools or services is negatively affected or 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 duration13.


12In the case of paid products/tools/services.

13Compensation or a substitute feature is provided at ESET’s discretion.


If you have any doubt regarding the level of support for a product(s) that you are using, contact ESET Technical Support.