BalaBit offers strong product support service via our Diamond Partners who provide first-line support to our customers. BalaBit's dedicated Technical Support team works together with Partners to ensure product engineering and development support.
We also 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
|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|
|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|
** Availability of warranted replacement for BalaBit Hardware varies by customer location.
Description of the different rows:
- Initial Response Time: amount of time elapsed between initial contact by the Partner to BalaBit Technical Support and the response by a qualified engineer.
- 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 Partner queries or to assist Partner actions that are not related to software or hardware malfunction.If the total number of such hours in a given month exceeds the specified amount then BalaBit invoices an extra fee towards the Partner.