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.

Zorp Support Packs

Option	BaseSU	RegularSU	ExtendedSU	PrivilegeSU
Support Requirement	Contract	Contract	Contract	Contract
Closed mailing list membership	+	+	+	+
Announcements in direct e-mail	+	+	+	+
Access for security patches	+	+	+	+
Support via phone	+	+	+	+
Support via e-mail	+	+	+	+
Availability	5*8 Mon-Fri 9-17h	5*12 Mon-Fri 8-20h	7*24 Mon-Sun 0-24h	7*24 Mon-Sun 0-24h
Number of contact persons	2	2	3	3
Warranted reaction time phone	Next business day	4 hours	4 hours	2 hours
Warranted reaction time e-mail	Next business day	16 hours	4 hours	2 hours

Description of the different rows:

• Requirements of the support: Registering the support as described on the installation media and signing a support contract.
• 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.
• Announcements in direct e-mail: Registered users receive e-mails about new versions, security patches, and solutions for security problems.
• Access to security patches: Registered users can download patches and updates of the licensed software version.
• Support package validity: The specified quantity does not have reference to the direct e-mails and to the availability of the correcting, these services are available for free right after the registration without limitations.
• Phone and e-mail support: Registered users can contact our support team by phone or e-mail during this period.
• Availability: Choose the support package that matches the tempo of your business processes.
• Number of contact persons: The number of users who can contact our support team.
• Warranted reaction time (e-mail or phone): We warrant that our support team starts solving your problem within the given time period.
• Access to BOSS: The BalaBit On-Line Support System (BOSS) is a web-based interface for submitting and tracking support questions. Using BOSS all your support questions and the answers are recorded, so you can follow the status of your problems.
• Maximum engineer hours: BalaBit records in BOSS how many engineer-hours were spent to answer your questions. If you exceed this amount, BalaBit invoices a fee defined in the "Additional fee for engineer hours" row.