Nothing worse.You pay for protection and do not get it when needed.
To be fair I suppose Security providers must be getting overworked with all of todays problems.
When Eset started at first it probably could respond on the times given.
Maybe it should change it's response times and folk will not feel so let down.
I have never used Eset but I must admit I think this is the first complaint that i have heard about it.
Lets hope your questionnaire results may result in a quicker response in future.