Dear Balabit Customers,
As you are aware Balabit is now part of One Identity, a Quest Software business, which delivers a comprehensive suite of identity and access management solutions which help customers get IAM right. We are delighted to now include Balabit technology as part of our family of products and would like to advise you of some changes taking place in the near future regarding product support.
From July 1 2018, all support will be provided through One Identity, and delivered by the same excellent and experienced Balabit support team of engineers. We are committed to sustaining the existing support service levels delivered and enhancing them further through the One Identity support organization. You will receive a Welcome to One Identity Support email with important information necessary to contact Support including a login to the One Identity Support Portal.
In an effort to improve response times and your experience, new ticket creation via email will no longer be available. Customers and Partners may create tickets (service requests) via the Support Portal or via phone and select the appropriate severity of the issue upon creation. The One Identity Support Portal has many capabilities including self-help features such as software downloads, product documentation, and knowledge articles, license information along with license key retrieval that allows you to solve problems quickly and independently 24 hours a day, 365 days a year. Accessing support via the support portal provides:
Of course, after your service request is created, all communication options will be available to you, including updating the ticket directly by replying to an email. Contacting Support by telephone, or updating the ticket directly in the Support Portal.
You’ll find your new One Identity Support services at support offerings. For Balabit T series hardware appliances purchased prior to July 1, 2018, we will continue to honor the "Advance Replacement" program for the duration stated in the agreement under which such appliances were purchased and while your hardware is covered continuously under a One Identity support plan. Please renew your support plan by your annual renewal date to ensure continuous support coverage. After July 1, 2018 the "Advance Replacement" program will cease to exist for any new hardware appliances purchased.
We are very excited to have the great people and market-leading products of Balabit as part of One Identity and anticipate you and your organization will experience a smooth transition to One Identity support.
We would like to take this opportunity to reassure you that we are committed to sustaining and improving on the solution and services already being provided and we look forward to providing you a great support experience with the same support professionals assisting you.
Global Technical Support Director
4 Polaris Way
Aliso Viejo, CA 92656
Visit the Support Portal: http://support.oneidentity.com
One Identity Safeguard Privileged Sessions and Privileged Account Analytics
"Customer acknowledges that One Identity has acquired Balabit on January 17, 2018. In accordance with section 5.9. (modification of this GTC) of the Balabit Services General Terms and Conditions (the "GTC"), Customer is hereby notified that from July 01, 2018 on the Balabit Support Services are as described in the One Identity Support Guide located at https://support.oneidentity.com/pdf/one-identity-support-guide.pdf, (the "Support Guide"). "If Customer has purchased any Balabit support package - i.e. Balabit BASE SUPPORT, Balabit EXTENDED SUPPORT, Balabit PRIVILEGE SUPPORT or Balabit BLINDSPOTTER SUPPORT - for Privileged Session Management (PSM) or Privileged Account Analytics (PAA), from July 01, 2018 on such support service level shall mean the One Identity 24X7 SUPPORT for the duration of the purchased Balabit support services period, as described in the Support Guide."
syslog-ng Store Box and syslog-ng Premium Edition
"Customer acknowledges that One Identity has acquired Balabit on January 17, 2018. In accordance with section 5.9. (modification of this GTC) of the Balabit Services General Terms and Conditions (the "GTC"), Customer is hereby notified that from July 01, 2018 on the Balabit Support Services are as described in the One Identity Support Guide located at https://support.oneidentity.com/pdf/one-identity-support-guide.pdf, (the "Support Guide"). If Customer has purchased Balabit BASE SUPPORT or Balabit EXTENDED SUPPORT, from July 01, 2018 on such support service level shall mean the One Identity STANDARD SUPPORT as described in the Support Guide. If Customer has purchased Balabit PRIVILEGE SUPPORT from July 01, 2018 on such support service level shall mean the One Identity 24X7 SUPPORT as described in the Support Guide.”