Support
Related pages
Support
syslog-ng Open Source Edition Basic Support
Special offer for web store buyers!
| Option | BSO | ||
| Access to BOSS | yes | ||
| Acces to HotLine | no | ||
| Reaction time | 2 working days | ||
| Maximum engineer hours annually | 2 hours | ||
| Cost of additional engineer hours | $ 199 | ||
syslog-ng Open Source Edition Corporate based Support
If customer is using syslog-ng on numerous hosts, he can choose Corporate Support where the fee does not depend on the number of hosts.
| Option | CSO1 | CSO2 | CSO3 |
| Access to BOSS | yes | yes | yes |
| Acces to HotLine | yes | yes | yes |
| New software releases | yes | yes | yes |
| Support Availability (BOSS/Phone/e-mail) | 5x8 (Mon-Fri 9-17 CET) | 5x12 (Mon-Fri 8-20 CET) | 7x24 (Mon-Sun) |
| Reaction time | 2 working days | 1 working day | 4 hours |
| Maximum engineer hours annually | 40 | 80 | 100 |
syslog-ng Premium Edition Support
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 | 2 working days | 1 working day | 4 hours |
| Maximum engineer hours annually | 2 | 4 | 8 | 10 |
syslog-ng Store Box Support Packs
| Option | BaseSU | ExtendedSU | PrivilegeSU |
| Support availability (BOSS/Phone) | 5x8 (Mon-Fri, 9-17 CET) | 7x24 (Mon-Sun, 0-24 CET) | 7x24 (Mon-Sun, 0-24 CET) |
| Warranted reaction time | Next day | 8h | 4h |
| New software releases | yes | yes | yes |
| Warranted hw replacement | 10 days | 5 days | Next business day |
| Closed mailing list membership | yes | yes | yes |
| Access to Closed Knowledge base | yes | yes | yes |
| Number of contact persons | 3 | 5 | 10 |
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 | |
Shell Control Box Support Packs
| Option | BaseSU | ExtendedSU | PrivilegeSU |
| Support availability (BOSS/Phone) | 5x8 (Mon-Fri, 9-17 CET) | 7x24 (Mon-Sun, 0-24 CET) | 7x24 (Mon-Sun, 0-24 CET) |
| Warranted reaction time | Next day | 8h | 4h |
| New software releases | yes | yes | yes |
| Warranted hw replacement | 10 days | 5 days | Next business day |
| Closed mailing list membership | yes | yes | yes |
| Access to Closed Knowledge base | yes | yes | yes |
| Number of contact persons | 3 | 5 | 10 |
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.