SLOs – All Balabit Products
Support Service LevelSeverityInitial ResponseStatus Update Frequency(1)
 
BaseSU S1 Next business day Once per day (business day only).
S2 2 business days Once per week
S3 1 week Once per month
ExtendedSU 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
PrivilegeSU S1 (2) 2 hours Every 2 hours
S2 Next business day Once per day (business day only)
S3 Next business day Once per week
BlindspotterSU (3) S1 Next business day Once per day (business day only)
S2 2 business days Once per week
S3 1 week Once per month

(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(4) (4)Warranted replacement for Balabit Hardware (5)
 
BaseSU 4 10 days
ExtendedSU 8 2 business days
PrivilegeSU 12 Next business day
BlindspotterSU (3) 0 N/A

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) Only available for the product Blindspotter.

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

(5) 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 non-working days are the weekend days and the national holidays listed in Appendix A, National Holidays and irregular workdays in Hungary (p. 22).

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.