Balabit offers strong product support to its customers via its reseller partners (second-line support), but also directly if needed.
|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|
|Warranted hardware replacement**||10 business days||2 business days||Next business day|
|Non-charged engineer hours per Month||4||8||12|
* The above initial response times apply only in case of Critical (Severity 1) security incidents. More details are available in Balabit Support General Terms and Conditions.
** Availability of warranted replacement for Balabit Hardware varies by customer location.
Updates for the different versions of syslog-ng Store Box are provided according to the following table. For details about the extent of support, see the following table. To understand what the different versions and releases mean, see the version policy.
|Product Version||Release Type||State||Supported until|
|syslog-ng Store Box 4 LTS||Long Term Supported||Current LTS||2017. Oct. 31|
|syslog-ng Store Box 4 F9||Feature||Current feature||2018. Mar. 22|
|syslog-ng Store Box 4 F8||Feature||Supported||2018. Febr. 04|
|syslog-ng Store Box 4 F7||Feature||Not supported||2017. Aug. 10|
|Current feature||This is the current feature release, fixes and updates are released periodically. This release becomes obsolete as soon as a newer feature or LTS version is released.|
|Current LTS||This is the current Long Term Supported (LTS) release, fixes and updates are released periodically for this version. These updates do not contain new features or functionality.|
|Maintaned||Fixes and updates for this version of the product are released only for security purposes, or upon customer request. Upgrading to a newer version is recommended.|
|Not supported||This version of the product is not supported in any way. Upgrading to a newer version is strongly recommended|
|Supported||Fixes and updates are periodically released for this version, without customer request. These updates do not contain new features or functionality. Upgrading to a newer version is recommended.|