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.
|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|
|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.
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 Version||Release Type||State||Supported at least until|
|Shell Control Box 4 F3||Feature||Supported||Publication date of SCB 5 LTS + 6 months|
|Shell Control Box 4 F2||Feature||Supported||04. July, 2015|
|Shell Control Box 4 LTS||Long Term Supported||Supported||01. Aug., 2017|
|Shell Control Box 3.0||Long Term Supported||Not Supported||01. Aug., 2015|
|Audit Player 2016.1||Floating||Supported||Publication date of next release|
|Audit Player 2015.1||Floating||Not Supported||02. May. 2016|
During their lifecycles, SCB releases can be in the following stages: