Support Packages

SLOs – All Balabit Products
Support Service Level Severity Initial Response Status Update Frequency(1)
BaseSU
Support availability (BOSS/Phone)
5×8 (Mon-Fri, 9-17 CET)
S1 Next business day Once per day (business day only).
S2 2 business days Once per week
S3 1 week Once per month
ExtendedSU
Support availability (BOSS/Phone)
5×12 (Mon-Fri, 8-20 CET)
S1 4 hours (during Extended Business Hours) Every 4 hours (during Extended Business Hours)
S2 Next business day Once per week
S3 2 business days Once per month
PrivilegedSU
Support availability (for S1 cases reported via BOSS/Phone)
7×24 (Mon-Sun, 0-24 CET)
S1 (2) 2 hours Every 2 hours
S2 Next business day Once per day (business day only)
S3 Next business day Once per week

(1) Only applies when there are active tasks on Balabit Support (ie. ticket status is notset as’Waiting for Response’ or ‘Blocked’ in BOSS). Alternative status update frequency may be set based on mutual agreement with the Partner.

(2) On Partner’s request Balabit will provide a post mortem review (Root Cause Analysis) of Severity 1 problem events experienced with a Balabit product.

Maximum Engineer Hours of non-charged engineer hours per month (3) Warranted replacement for Balabit Hardware (4)
BaseSU 4 10 days
ExtendedSU 8 2 business days
PrivilegedSU 12 Next business day

In case the support efforts to meet the Partner requests exceed the above numbers the Partner will be charged for the additional hours. This does not apply for work effort related to Vendor Related Issues.

 

Additional fee for engineer hours exceeding the monthly limit (specified above): 100 EUR (net amount per hour, invoiced separately when occurred).

 

All support packages include software subscription (as long as Support Service Agreement is in effect).

(3) Engineer hours not utilized in a given month cannot be aggregated nor transferred to another month

(4) Availability of warranted replacement for Balabit Hardware varies by customer location. Replacement process starts when Balabit Supports declares the cause of the problem to be hardware related. Precondition for ‘Next business day’ replacement is to initiate the replacement process on a business day before 12:00 PM (noon) customer local time.

In case the support efforts to meet the Partner requests exceed the above numbers the Partner will be charged for the additional hours. This does not apply for work effort related to VRIs.

Business Day: working day in Hungary. The actual list of respected international bank holidays is published at https://support.balabit.com in the News section.

Business Hours: from 08:00 to 17:00 (CET/CEST) on the Business Days.

Extended Business Hours: from 08:00 to 20:00 (CET/CEST) on Business Days.

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 Version Release Type State Release date Supported at least until

Privileged Session Management SCB 5 F5

Feature Supported 26th Feb, 2018 26th Aug, 2018

Privileged Session Management SCB 5 F4

Feature Supported 8th Dec, 2017 8th June, 2018

Privileged Session Management SCB 5 F3

Feature Supported 22nd Sep, 2017 22nd March, 2018
Shell Control Box 5 LTS Long Term Supported Supported 20th April, 2017 20th April, 2020
Shell Control Box 4 LTS Long Term Supported Supported 25th Jun, 2015 20th April, 2018
Desktop Player 1.4.17 Floating Supported 13th Dec, 2017 the next BDP release date
Audit Player 2016.2 Floating Supported 19th Dec, 2016 20th April, 2018

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“The [Balabit] solution’s strongest points are the privileged session management, recording and search, and applying policy filters to apps and commands typed by administrators on monitored sessions.”

– The Forrester Wave, Privileged Identity Management, Q3 2016, by Andras Cser