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Important note when upgrading to PSM 5LTS
Posted by Balázs Hadnagy on 2018 April 27 08:35

Dear Customers,


Kindly note, that when upgrading to PSM 5LTS, the following upgrade paths are available:

  • PSM 4.0.9 or later -> PSM 5LTS
  •  PSM 4.3.3 or later -> PSM 5LTS

Please be aware, that upgrading from older releases will cause an error, due to which the PSM will not be able to boot.

Do not hesistate to contact us, if you require assistence during the upgrade.


Best regards,

The Support Team

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Dear Customer,

We would like to bring to your attention that due to the latest Microsoft’s changes in the implementation in the RDP Protocol delivered with Microsoft Windows Creators Update, the use-case scenarios involving Balabit Shell Control Box and usage of Remote Desktop Gateway (formerly known as Terminal Services Gateway) will experience connectivity issues.

Affected systems: all enterprise infrastructure that use Windows 10 client machines, plans or has installed the latest Creators Update patches and audits its RDP traffic with Balabit Shell Control Box through RDG/TSGW. Native RDP connections are not affected.

Effect: after applying the update by Microsoft, no RDP connections can be established through SCB.

Workaround: No global workarounds are known yet. We are in touch with Microsoft to identify one.

Timeline, action plan: Currently, we are investigating the issue and we will provide update on any identified workarounds and on the delivery of the fix as soon as any further information is available.

Advice: In the meantime, we advise to postpone the rollout of the Creator’s Update in your inftastructure until a workaround is identified or a release of a fully compatible SCB version is installed. If you have already applied the update and experience the connection issues, please report the incident and we shall try to identify any environment specific workarounds. If you have any questions regarding the case, please do not hesitate to turn to us.

Apologies for the inconvinience.

 Balabit Support

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Support packages and Service Level Objective
Posted by Bonnyai Emese on 2016 March 03 15:17

Dear Customers,


I would like to inform you that Service Level Objectives (SLOs) belonging to the different support packages were modified in our General Terms and Conditions as well.

SLOs are counted when the status of a technical case is active namely Balabit Support Team works on it.


Please, find more description about SLOs on our website:


Kind regards,


Emese Bonnyai

Balabit Support

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Balabit Support General Terms and Conditions
Posted by Bonnyai Emese on 2016 February 25 10:57

Dear Customers!


Our General Terms and Conditions document has taken effect since 15th Feb, 2016.


Let me draw your attention to some of the changes you will meet while submitting a support case:

  • severity level Minor Impact has changed to Normal Impact
  • business hours changed to 8:00 - 17:00 (CET/CEST) on the Business Days
  • new item: Extended Business Hours (from 08:00 to 20:00 (CET/CEST) on Business Days)
  • Maximum number of contact people from partner removed

The GTC is available at:


Kind regards,


Emese Bonnyai

Balabit Support


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BalaBit Support General Terms and Conditions update
Posted by Kálmán Kővári on 2016 January 15 17:23

Dear Customers!


Our General Terms and Conditions document update has been released.

The new GTC is in effect from 15th Feb, 2016.


The changes since the previous release are listed below.

The new GTC is available at:


Kind regards,

BalaBit Support


Changes of BalaBit Support General Terms and Conditions between the version on 23/04/14 and the current one:


Date: Thu Jan 7 20:59:15 2016 +0100

Legal review results merged into GTC:

  • minor rephrasings of definitions
  • general phrasing update
  • removed section 'Miscellaneous provisions'

Date: Tue Nov 24 17:54:11 2015 +0100

added holidays in 2016

Date: Wed Sep 16 10:24:42 2015 +0200

added Blindspotter support package.

Date: Mon Feb 16 15:58:58 2015 +0100

Hungarian holidays in 2014 table has been removed.

Date: Mon Feb 16 14:13:18 2015 +0100

  • Every appearence of 'Support Agreement' has been changed to
    'Support Service Agreement'
  • The definition of customer have been referred to electronic licence key
    rather then balabit licence key.
  • The definition of EULA has been moved to its alphabetical place.
  • The definition of Maximum engineer hours has been refactored
  • The definition of Partner has been extended with distributor and reseller.
  • The patch expression has been changed in the definition of Workaround
  • The by-pass expression has been changed in the definition of Workaround
  • Every Engineering Release and Workaround have been capitalized,
    because these are definitions
  • In the other service limitations table Maximum Engineer Hours
    has been changed to Maximum Engineer Hours of non-charged engineer hours.
  • A typo has been fixed in Escalation process
  • In hardware replacement session the 'non defective' clause was missing,
    this has been fixed. In the same sentence some semantical modifications
    has been made.
  • In the section of limitation of liability the second session which
    referred to the '314. of Act IV of 1959 on the civil code of hungary'
    has been removed.
  • The notices section has been expanded with email
  • In the governing law section the reference for Act IV of 1959
    has been changed to Act V of 2013
  • In modifications of GTC section the withdrawal part has been removed.
  • In modifications of GTC section from the clause 'immediately upon 30 days'
    the immediately has been deleted.
  • In version policy appendix the word: customer has been changed to partner.

Date: Wed Nov 19 10:51:22 2014 +0100

rephrasing of the chapter 7. 'Request handling process'

Date: Thu Nov 13 11:26:18 2014 +0100

1. Definitions:

  • firm changed to Balabit Europe Ltd. further reffered to as BalaBit
  • business hours changed to 8:00 - 17:00
  • new item: Extended Business Hours
  • L1, L2, L3 Support removed
  • severity levels: Minor Impact changed to Normal Impact

2. Technical Support definitions and prerequisites

  • minor changes in paragraph 5.
  • Hardware replacement paragraph 8 only refers to Section 9.

4. Service Level Objectives

  • removed Work Effort column
  • Communication frequancy changed to Status Update Frequency with footer
  • Changed SLO for ExtSU S1 and S3
  • Maximum number of contact people from partner removed

7. Incident handling process

  • clarified "work in progress"

8. Escalation procedure

  • minor changes in escalation handling (paragraph 3)
  • deleted para 6.

9. Hardware replacement

  • minor changes in para 2.

Appendix A:

  • added Hungarian work days and vacations for year 2015.

Appendix C:

  • Headline changed.

Date: Wed Oct 1 09:59:46 2014 +0200

fixed hardware replacement structure

Date: Wed Oct 1 09:10:04 2014 +0200

Added advanced replacement

Date: Wed Apr 23 16:18:55 2014 +0200

changed the company name in accordance with the ongoing legal changes

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syslog-ng Store Box 3 LTS End of Support
Posted by Gergely Csordás on 2015 September 15 10:27

In accordance with our version policy, support for syslog-ng Store Box
3 LTS ends on 30th September, 2015

Updates, security fixes, and technical support of syslog-ng Store Box
3 LTS will be discontinued from this date.

You are recommended to upgrade to syslog-ng Store Box 4 LTS before the
support of the above versions ends.

In order to upgrade to syslog-ng Store Box 4 LTS, follow the
instructions of the "How to upgrade to syslog-ng Store Box 4 LTS" guide:

If you need help performing the upgrade, please contact BalaBit support.

Best Regards,


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