Balabit offers strong product support service via Diamond Partners who provide first-line support to 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 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|
* 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 Privileged Session Management (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|
Privileged Session Management SCB 5 F2
|Feature||Supported||28th January, 2018|
|Shell Control Box 5 F1||Feature||Supported||1st December, 2017|
|Shell Control Box 5 LTS||Long Term Supported||Supported||20th April, 2020|
|Shell Control Box 4 F3||Long Term Supported||Supported||20th October, 2017|
|Shell Control Box 4 LTS||Long Term Supported||Supported||20th April, 2018|
|Desktop Player 1.1.23||Floating||Supported||Publication date of next release|
|Desktop Player 1.0.31||Floating||Not supported||10th July, 2017|
|Audit Player 2016.2||Floating||Supported||20th April, 2018
During their lifecycles, Privileged Session Management releases can be in the following stages: