Product support
BalaBit offers strong product support to its customers via its resellers (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 Packs
| Option | BaseSU | ExtendedSU | PrivilegeSU |
| Support availability (BOSS/Phone) | 5x8 (Mon-Fri, 9-17 CET) | 7x24 (Mon-Sun, 0-24 CET) | 7x24 (Mon-Sun, 0-24 CET) |
| Warranted reaction time | Next business day | 4h | 2h |
| New software releases | yes | yes | yes |
| Warranted hw replacement | 10 business days | 2 business days | Next business day |
| Closed mailing list membership | yes | yes | yes |
| Access to Closed Knowledge base | yes | yes | yes |
| Number of contact persons | 2 | 4 | 6 |
Description of the different rows:
- Availability: Choose the support package that matches the tempo of your business processes.
- Warranted reaction time (e-mail or phone): We warrant that our support team starts solving your problem within the given time period.
- Number of contact persons: The number of users who can contact our support team.
- Closed mailing list membership: After registering, you can participate in discussions with the users of the product. You can learn about all the latest news and share your experiences with other users.
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
