Type your search criteria

balasys-triangle-leftbalasys-triangle-left
use case

Support

Support

Balasys delivers deep technical support for you both for the Zorp and One Identity product lines. This means that we can solve any problems for which other companies would need the assistance of the vendor.

The Balasys support team provides you with a full range of customer support for L1 to L3 level issues, where our developers are involved to resolve your technical problem. In its distribution area, Balasys delivers its services according to strict standards, providing 24/7 direct support in English and Hungarian.

As a highly skilled implementation and support partner, we are committed to close collaboration with our channel partners and customers to help them achieve the best performance ratio for our products. We are committed to your long-term satisfaction. We are dedicated to ensuring you the highest availability and a reliable IT operation at a low maintenance cost.


Operations Support

Balasys has become the key distribution and solution delivery partner of One Identity in the CEE region. By working actively with our channel partners and customers, from presales to support, we can add value to the delivered One Identity solutions.

Benefits

See the benefits of Balasys support services:

Custom support packages

Flexible responses to your support needs and expectations

24/7 operations

Professional and trustworthy relationship

Experienced, senior support engineers

Direct engineer access

Online ticketing system

Multi-language support engineers

contact us

Online:
Create or manage technical and non-technical cases, access your licenses or download your software via Balasys Support site at https://support.balasys.hu

Phone:
Call Customer Support to receive assistance with your issues: +36 1 646 4740, +36 1 646 4747

Support level objectives
all balasys products

Support service level
BaseSU
ExtendedSU
PrivilegeSU
severity
S1
S2
S3
S1
S2
S3
S1(1)
S2
S3
Initial Response
Next Business Day
2 business days
1 week
4 hours
Next business day
2 days
2 hours
Next business day
Next business day
Processing
Continuously, in 5x8  hours per week in BalaSys working time, but solely until an appropriate 
Daily, only in BalaSys working time
Every two weeks, in BalaSys working time
Continuously, in 5x12  hours per week
until an appropriate Workaround is identified
Daily, only in BalaSys working time
Weekly, in BalaSys working time
Continuously, in 7x24  hours per week until an
appropriate Workaround is identified
Daily, only in BalaSys working time
Weekly, in BalaSys working time
communication Frequency
Once a day
(only on business days)
Once a week
Once a month
Every 4 hours
(in business hours)
Once a week
Once a month
Every 2 hours
Once a day
(only on business days)
Once a week
BaseSU
Initial Response :
S1: The next business day
S2: 2 Business day
S3: 1 week
Processing:
s1: Continuously, in 5x8  hours per week in BalaSys working time, but solely until an appropriate 

S2: Daily, only in BalaSys working time

S3: Every two weeks, in BalaSys working time
Communication Frequency:
S1: Once a day (only on business days)

S2: Once a week

S3: Once a month
ExtendedSU
Initial Response :
S1: 4 hours
S2: Next business day
S3: 2 days
Processing:
s1: Continuously, in 5x12  hours per week until an appropriate Workaround is identified

S2: Daily, only in BalaSys working time

S3: Weekly, in BalaSys working time
Communication Frequency:
S1: Every 4 hours (in business hours)

S2: Once a week

S3: Once a month
PrivilegeSU
Initial Response :
S1: 2 hours
S2: Next business day
S3: Next business day
Processing:
s1: Continuously, in 7x24  hours per week until an appropriate Workaround is identified

S2: Daily, only in BalaSys working time

S3: Weekly, in BalaSys working time
Communication Frequency:
S1: Every 2 hours

S2: Once a day (only on business days)

S3: Once a week
( 1 ) On Partner’s request BalaSys will provide a post mortem review (Root Cause Analysis) of Severity 1 problem events experienced with a BalaSys product.
Support
Service Level
Maximum Engineer Hours (man hours) of non-charged engineer hours per month(2):
Maximum number of Contact Persons to be designated by Partner
Warranted replacement for BalaSys Hardware(3)
BaseSU
4
2
10 days
ExtendedSU
8
4
2 business days
PrivilegeSU
12
6
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.

An additional fee for engineer hours exceeding the monthly limit: 100 EUR (on a case-by-case basis, separately invoiced net hourly fee). All support packages include Software Subscription (as long as Support Service Agreement is in effect).

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

(3) Availability of warranted replacement for BalaSys Hardware varies by Partner location. Replacement process starts when BalaSys Support 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 a.m. (noon) in Partner 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 Vendor Related Issues.
Support
Service Level
Maximum Engineer Hours (man hours) of non-charged engineer hours per month(2):
Maximum number of Contact Persons to be designated by Partner
Warranted replacement for BalaSys Hardware(3)
BaseSU
Maximum Engineer Hours (man hours) of non-charged engineer hours per month(2): 4
Maximum number of Contact Persons to be designated by Partner:2
Warranted replacement for BalaSys Hardware(3):10 days
ExtendedSU
Maximum Engineer Hours (man hours) of non-charged engineer hours per month(2): 8
Maximum number of Contact Persons to be designated by Partner:4
Warranted replacement for BalaSys Hardware(3):2 business days
PrivilegeSU
Maximum Engineer Hours (man hours) of non-charged engineer hours per month(2): 12
Maximum number of Contact Persons to be designated by Partner:6
Warranted replacement for BalaSys Hardware(3):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.

An additional fee for engineer hours exceeding the monthly limit: 100 EUR (on a case-by-case basis, separately invoiced net hourly fee). All support packages include Software Subscription (as long as Support Service Agreement is in effect).

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

(3) Availability of warranted replacement for BalaSys Hardware varies by Partner location. Replacement process starts when BalaSys Support 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 a.m. (noon) in Partner 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 Vendor Related Issues.