Product Support

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.

Privileged ACCESS Management 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
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.

Description of the different rows:

Support of Privileged Session Management versions

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 VersionRelease TypeStateSupported 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:

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