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.
Enter to the BalaBit on-line support system (BOSS)
syslog-ng Store 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 |
** 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 demo systems
- Request 30-day evaluation versions of our products
- Request access to our online support system (exist customers)
- Download upgrades for the products you purchased
- If you are a partner, access technical and sales support materials
