|Support Service Level||Severity||Initial Response||Work Effort||Communication Frequency|
|BaseSU||S1 (1)||Next business day||Continuous 5x8 hours / week during BalaBit business hours only until Workaround identified||Once per day (business day only).|
|S2||2 days||Daily, during BalaBit business hours only||Once per week|
|S3||1 week||Every other week||Once per month|
|ExtendedSU||S1||4 hours||Continuous 5x12 hours / week until Workaround identified||Every 4 hours (business day only)|
|S2||Next day||Daily, during BalaBit business hours only||Once per week|
|S3||2 days||Weekly, during BalaBit business hours only||Once per month|
|PrivilegeSU||S1(2)||2 hours||Continuous 7x24 hours / week until Workaround identified||Every 2 hours|
|S2||Next day||Daily, during BalaBit business hours only||Once per day (business day only)|
|S3||Next day||Weekly, during BalaBit business hours only||Once per week|
(1) BalaBit business hours are 09:00 - 17:00 Central European Time Monday through Friday.
(2) On Partner's request BalaBit will provide a post mortem review (Root Cause Analysis) of Severity 1 problem events experienced with a BalaBit product.
|Maximum number of non-charging engineer hours per month(3)||Maximum number of contact people from Partner||Warranted replacement for BalaBit Hardware(4)|
|ExtendedSU||8||4||2 business days|
|PrivilegeSU||12||6||Next business day|
In case the support efforts to meet the Partner requests exceed the above numbers the Partner will be charged the additional hours. This does not apply for work effort related to Verified Software Error or Hardware Errors.
Additional fee for engineer hours exceeding the monthly limit (specified above): 100 EUR (net amount per hour, invoiced separately when occurred).
All support packages include software subscription. (as long as Support Agreement is in effect).
(3) Not used engineer hours in a given month can not be aggregated nor transferred to another month.
(4) Availability of warranted replacement for BalaBit Hardware varies by customer location. Replacement process starts when BalaBit Supports declares the problem cause to be hardware related. Precondition for 'Next business day' replacement is to initiate the replacement process on a business day before 12:00 am customer’s local time.