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.
Zorp 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 |
| Number of contact persons | 2 | 4 | 6 |
| Non-charged engineer hours per Month | 4 | 8 | 12 |
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.
