Product support

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

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: 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.

 

Support of Shell Control Box versions

Product support for the different Shell Control Box versions are provided according to the following table. To understand the difference among various releases, see the version policy.

Product VersionRelease TypeStateSupported at least until
Shell Control Box 3.0Long Term SupportedSupported2014. Dec. 31, Wed
Shell Control Box 3 F5FeatureSupportedPublication date of next release
Shell Control Box 3 F4FeatureNot supported2013. Dec. 31, Tue
Audit Player 2014.1FloatingSupported2014. Apr. 10, Thu

During their lifecycles, SCB releases can be in the following stages:

  • Supported: Fixes and updates are periodically released for this version, without customer request. These updates do not contain new features or functionality. 
  • Not Supported: This version of the product is not supported in any way. Upgrading to a newer version is strongly recommended.

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