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.
syslog-ng Premium Edition Support Packs
In this case customer can purchase technical support according to the number of central server he is using syslog-ng on.
| Option | HSO0 Installation support | HSO1 | HSO2 | HSO3 |
| Access to BOSS | yes (service is available only for 30 days after purchase) | yes | yes | yes |
| Acces to HotLine | no | yes | yes | yes |
| New software releases | yes | yes | yes | yes |
| Support Availability (BOSS/Phone/e-mail) | 5x8 (Mon-Fri 9-17 CET) | 5x8 (Mon-Fri 9-17 CET) | 5x12 (Mon-Fri 8-20 CET) | 7x24 (Mon-Sun) |
| Reaction time | 2 working days | next business day | 4 hours | 2 hours |
| Maximum engineer hours annually | 2 | 4 | 8 | 10 |
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.
- 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
