“Welcome, Balabit customers to One Identity Support Portal click here for for frequently asked questions regarding servicing your supported assets.”

Balabit FAQ

Now that One Identity has acquired Balabit, you may have questions about how this affects you as a support customer. Below you can find answers to some frequently asked questions (FAQs):

To ensure an exceptional support experience, we do not allow emails to support@balabit.com. Instead please use the following resources:

For Service Request creation or management review the Service Request information section of the FAQ.

For license assistance
Please contact our License Administration team by visiting https://support.oneidentity.com/contact-us/licensing

For sales inquiries
Visit us at https://www.oneidentity.com/contact-sales/

For Support Maintenance or Hardware Warranty inquires
Visit us at https://support.oneidentity.com/contact-us/renewals

For Training inquires
Visit One Identity University at https://support.oneidentity.com/training-product-select

For Professional Services inquires
Visit the Professional Services page at https://support.oneidentity.com/professional-services-product-select

For general inquiries
Please contact our Customer service team at https://support.oneidentity.com/contact-support or email customerservice@oneidentity.com

No, you should have received an email with your One Identity login and a temporary password.

If you did not receive an email, you may create your Support Portal login here or contact Customer Service and select “Register for Support” or you may call Customer Service at the number listed here.

During your initial login you are asked to update the password.

The My Balabit information for company products, support packages and licenses are all located in the My Account section of the Support Portal. Each page listed below has full FAQ links on the page with additional information.

The My Products section lists registered products with their current support maintenance status, the asset number assigned to your maintenance agreement and if new software downloads are available. The My Balabit Company Products and Support Packages information is located here.

The My License Assets section lists information about the product including the License Number, quantity and license renewal date. To download an existing license key click on the Retrieve Key tab. The My Balabit Company / Private License information is located here.

The My Group section is a directory where you can see and contact all of your fellow product users within your organization.

The My Balabit training sessions will reside on My Balabit at this time.

All software, patches, utilities and hot fixes are located on the Software Download page. Enter at least 2 letters of the product, select the product and you are directed to the Software Download page.
Syslog-ng Store Box Software Download page is here
Syslog-ng Premium Edition (PE) Software Download page is here

Technical Documentation including release notes, guides and manuals are located here
Syslog-ng Store Box Technical Documentation page is here
Syslog-ng Premium Edition (PE) Technical Documentation page is here

The product was renamed to “One Identity Safeguard for Privileged Sessions”; however, on the Product Support page, if you enter PSM, SCB, Privilege Session Management, or Shell Control Box, the system automatically forwards you to the One Identity Safeguard for Privileged Sessions product page.

All software, patches, utilities and hot fixes are located on the Software Download page. Enter at least 2 letters of the product, select the product and you are directed to the Software Download page. One Identity Safeguard for Privileged Sessions Software Download page is here

Technical Documentation including release notes, guides and manuals are located here
One Identity Safeguard for Privileged Sessions Technical Documentation page is here

The syslog-ng OSE is located here. You will find everything you need to know about the syslog-ng Open Source Edition here. The existing mailing list discussion group has no planned changes at this time.

Existing customers under valid maintenance of Balabit Privileged Session Management (PSM) are now serviced under our full 24x7 support service level and existing customers under valid maintenance of the syslog-ng Store Box and syslog-ng Premium Edition products will now be serviced and as defined under our service offerings page on our One Identity Support portal. Details on how support the support levels from Balabit align to One Identity’s are available on the amended agreement language.

For a new issues, you may submit a service request to the Technical Support team via the Submit Service Request page.

If you have a Severity 1 Critical business impact issue, please call Customer Service for service request creation.

If you do not have a One Identity Support Portal login you may create your Support Account here or contact Customer Service and select “Register for Support” or you may call Customer Service at the number listed here.

For an existing service request you may either reply to the service request email you received or update the service request here or on the Support Portal homepage under My One Identity Support Tasks select the “My Service Request” link.

Prior to creating a Service Request, you may want to review these helpful tips

  • Check your Product Documentation.
  • Check release notes and self-service Knowledge Base solutions on our support portal
  • Consult your product’s community forum, if available.
  • Try to see if the problem is reproducible.
  • Check to see if the problem is isolated to one machine or more.
  • Note any recent changes to your system and environment.
  • Note the version of your software and environment details such as OS, database, etc.
  • Note the hardware serial number of the appliance or solution (when applicable).
  • Note your product license number as we require you provide your license number on certain products
  • Note the issue description including frequency of occurrence, error messages and any troubleshooting activities.
  • Collect any relevant screenshots, technical service reports, log files and trace logs (when applicable).

 

The Service Request process is explained under the Managing Service Request | Service Request Process and is detailed below.

We assign a unique service request number (in the format of "SR Number”) to all requests for assistance. These service request numbers allow us to prioritize and track all service requests through resolution, and allow you to get a status update of your service request via our support portal.

All service requests are assigned a severity level, and are placed in a queue to be processed by the next available Support Engineer. A Support Engineer takes ownership of your service request and sees it through to successful resolution.

The Support Engineer will contact you, gather any additional information needed, and will investigate to determine the proper course of action. This may require the engineer to re-create the issue, work with our development team, and help you with configuration of the software.

If the Support Engineer and development team determine that the issue is a product defect, a defect ID and priority level will be assigned to the issue. If the defect is a high priority and a hotfix is planned, the Support Engineer will notify you of its availability.

Service Requests remain open until you are satisfied that the issue has been resolved. Exceptions to this policy apply to Service Requests for product enhancements and product defects. You can also close service requests via the My Service Request section.

You can re-open Service Requests that have been closed within 30 days of the close date. If you attempt to re-open a closed service request after 30 days, a new service request is created with a link to the original Service Request. You have the ability to re-open your closed service request from the My Service Request section of the Support Portal.
Our goal is to resolve all Service Requests in a satisfactory and timely manner; however, we realize that some situations may require increased attention and focus within the Support team. You can raise the severity of a Service Request, through the online Service Request tool, or call us and request to speak with a Support Manager.

Upon your request, the Support Manager will evaluate the service request and create an action plan. If you are not satisfied with the plan or with the progress of the case after the plan has been implemented, you may contact the Director of Technical Support, who will review the service request with the Support Manager and determine if different or additional actions are required.

No, you are not required to enter a license key during Service Request creation. If a replacement hardware unit is required, the Support Engineer will request your hardware serial number at that time.

On the Support Portal files up to 1 GB may be uploaded to the Service Request. During Service Request creation, click on the “+add attachment” link. To add files after Service Request creation, go to My Service Requests and click on the Service Request hyperlink title. The Service Request opens and then click on the “+add attachment” link.

Your technical support engineer is informed of the new file added and will review and respond.

To upload files larger than 1 GB, please contact your Technical Support Engineer and request assistance in uploading a large file.

Information on Service Request Severity Levels (SLA) and Response Times are listed here

Service Requests are available for the past 2 years on the Support Portal in the “My Service Requests”. You can re-open Service Requests that have been closed within 30 days of the close date. If you attempt to re-open a closed service request after 30 days, a new service request is created with a link to the original Service Request. You have the ability to re-open your closed service request from the My Service Request section of the Support Portal.

To see all Service Requests select the Search By Filter Status and click on Select All and then click on the blue “Go Search Button.

The RMA process is very similar, your Technical Support Engineer will work with you to determine if an RMA is necessary. If a replacement unit is required, your Support Engineer will request the unit and have it shipped to your location. Once the replacement unit is setup, you will return the old unit it the box with the enclosed mailing label.

If you need a replacement mailing label, contact your Support Engineer.

We have already added the product and asset number on your account. If you have registered more than one asset number then they are represented as a separate file card. Click here for Frequently Asked Questions regarding registering and managing your assets

On the My Assets page click on the Retrieve Key tab. If you are identified by your organization as a license user you may download the key. If you are not a license user then you must request access from your group administrator. Or you can contact Licensing Assistance to validate your status.

The preferred method of managing support users is to register your product within your My Account.

When you register a product for support, you become the administrator of that product. As an administrator, you can add or remove support user. To add a support user click on the Members tab and “Add Member” link. The Administrator will be prompted to enter a Name, Email Address, Phone number and designate the user as an Administrator or Support User. When the form is complete, the Administrator can invite the user to join the group.

To remove a support user click on the Members tab then uncheck the box under support.

On the Support Portal home page under the My One Identity Support Tasks click the “Search knowledge base for answers” link or follow this link

The support guide provides an overview of One Identity support policies & services. You can find the support guide here or on the Support Portal home page under the Support Essentials section.

If you are interested in submitting product enhancement requests, you can do so by creating a service request. Once documented, the request will be submitted into the enhancement review system and an identification number will be provided to you. Your service request will remain open until a decision has been made regarding your request.

Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of our product. It is at One Identity’s discretion if a certain enhancement will be offered for an additional charge or as a chargeable option.

Product update policies are located here

The One Identity Product Life Cycle & Policies are located in the Product Support page under the Product Life Cycle & Policies tab located at:

One Identity Safeguard for Privileged Sessions

syslog-ng Store Box

syslog-ng Premium Edition

You can submit a vulnerability on the Support Portal report vulnerability page located here

  • One Identity’s full Privacy Statement is here
  • One Identity’s Vulnerability information is here
  • One Identity’s Vulnerability Reporting Acknowledgements is here