Product support

BalaBit offers strong product support to its customers via its reseller partners (second-line support), but also directly if needed.

Naturally, we 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.

syslog-ng Premium Edition Support Service Levels

OptionBaseSUExtendedSUPrivilegeSU
 
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
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.

Description of the different rows:

Support of syslog-ng versions

Updates for the different versions of syslog-ng 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 VersionRelease TypeStateSupported at least until
syslog-ng PE 5 LTS Long Term Supported Supported 2016. Oct. 31, Mon
syslog-ng PE 5 F5 Feature Supported 2016. Apr. 15, Tue
syslog-ng PE 5 F4 Feature Supported 2016, Jan. 31, Sun 
syslog-ng PE 5 F3 Feature Not Supported 2015. Sep. 30, Wed
syslog-ng PE 5 F2 Feature Not Supported 2015. May. 15, Fri
syslog-ng PE 5 F1 Feature Not supported 2014. Dec. 31, Wed
syslog-ng PE 4 LTS Long Term Supported Not supported 2014. Oct. 31, Fri
syslog-ng PE 4 F2 Feature Not supported 2013. Dec. 14, Sat
syslog-ng PE 4 F1 Feature Not supported 2012. Apr. 30, Mon
syslog-ng PE 3.0 Long Term Supported Not supported 2012. Jan. 31, Tue
Agent for Windows 5 LTS Long Term Supported Supported 2016. Oct. 31, Mon
Agent for Windows 4 LTS Long Term Supported Not supported 2014. Apr. 30, Wed
StateDescription
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.

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