Product support

BalaBit offers strong product support to its customers via its reseller partners (second-line support), but also directly if needed.

Naturally, we support the needs of those customers who prefer to manage their own systems themselves. To them, we recommend our training programs and the extensive product documentations.

Shell Control Box Support Service Levels

Option BaseSU ExtendedSU PrivilegeSU
 
Support availability (BOSS/Phone) 5x8 (Mon-Fri, 9-17 CET) 5x12 (Mon-Fri, 8-20 CET) 7x24 (Mon-Sun, 0-24 CET)
Initial response time* Next business day 4h 2h
Software Subscription yes yes yes
Warranted hardware replacement** 10 business days 2 business days Next business day
Number of contact persons 2 4 6
Non-charged engineer hours per Month 4 8 12
* The above initial response times apply only in case of Critical (Severity 1) security incidents. More details are available in BalaBit Support General Terms and Conditions.
** Availability of warranted replacement for BalaBit Hardware varies by customer location.

Description of the different rows:

  • Initial Response Time: the amount of time elapsed between the initial (and any consecutive) contact by the Partner to BalaBit Technical Support and the returned response.
  • Software Subscription: registered access to modifications, corrections, and/or updates to Software; including updates, security updates, Feature Releases, and/or major upgrades.
  • Contact Persons: Representatives of the Partner who are entitled to request support.
  • Non-charged Engineer Hours: BalaBit records how many engineer-hours were spent to answer the Partner's questions. If the Partner exceeds this amount, BalaBit invoices a fee.

MyBalaBit registration

Register into the MyBalaBit Online

customer service system, where you can:

  • Request access to our online product demo systems
  • Request access to the fully-functional 30-day evaluation versions of our products
  • Request access to our online support system
  • Download upgrades for our products
  • Our partners can access various technical and sales support material

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