Support packages

Choose the support package that best fits your needs.

Report an issue with your Balabit product

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SLOs – All Balabit Products

Support Service LevelSeverityInitial ResponseStatus Update Frequency (1)
Base
Support availability (BOSS/Phone)
5x8 (Mon-Fri, 9-17 CET)
S1Next business dayOnce per day (business day only).
S22 business daysOnce per week
S31 weekOnce per month
Extended
Support availability (BOSS/Phone)
5x12 (Mon-Fri, 8-20 CET)
S14 hours (during Extended Business Hours)Every 4 hours
S2Next business dayOnce per week
S32 business daysOnce per month
Privileged
Support availability (for S1 cases reported via BOSS/Phone)
7x24 (Mon-Sun, 0-24 CET)
S12 hoursEvery 2 hours
S2Next business dayOnce per day (business day only)
S3Next business dayOnce 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 (4)
Warranted replacement for
Balabit Hardware (5)
Base410 days
Extended82 business days
Privileged12Next 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) 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 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 syslog-ng products versions

Updates for the different versions of syslog-ng products 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.

syslog-ng Store Box

Product VersionRelease TypeStateSupported until
4 LTSLong Term SupportedCurrent LTS2018. Oct. 31
4 F9FeatureCurrent feature2018. Mar. 22
4 F8FeatureSupported2018. Febr. 04
4 F7FeatureNot supported2017. Aug. 10

syslog-ng Premium Edition

Product VersionRelease TypeStateSupported until
7.0.4RollingSupported2018. August 8
6 LTSLong Term SupportedCurrent LTS2019. Jul. 31
Agent for Windows 6 LTSLong Term SupportedSupported2019. Jul. 31
StateDescription
Current featureThis 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 LTSThis 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.
MaintanedFixes 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 supportedThis version of the product is not supported in any way. Upgrading to a newer version is strongly recommended
SupportedFixes 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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