Product Support

BalaBit offers strong product support service via our Diamond Partners who provide first-line support to our customers. BalaBit's dedicated Technical Support team works together with Partners to ensure product engineering and development support.

We also 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 documentation.

Shell Control Box Support Service Levels

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
Warranted hardware replacement** 10 business days 2 business days Next business day
Number of contact persons 2 4 6
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.

Description of the different rows:

Support of Shell Control Box versions

Product support for the different Shell Control Box versions are provided according to the following table. To understand the difference among various releases, see the version policy.

Product VersionRelease TypeStateSupported at least until
Shell Control Box 4 F1 Feature  Supported Oct. 31. 2015
Shell Control Box 4 LTS Long Term Supported Supported Aug. 01. 2017 
Shell Control Box 3.0 Long Term Supported Not Supported Aug. 01. 2015 
Audit Player 2015.1 Floating Supported Publication date of next release
Audit Player 2014.2 Floating Not Supported 17. Apr. 2015


During their lifecycles, SCB releases can be in the following stages:

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