SAMBA+ Service Level Agreements
Reliable support and structured development – tailored to your needs
Whether you need quick assistance for operational issues or want to initiate targeted Samba development: SerNet offers custom Service Level Agreements (SLA) that provide planning certainty, defined response times, and transparent collaboration.
We offer:
- Support SLA – for ongoing technical support, troubleshooting, and maintenance
- Development SLA – for custom feature development and upstream collaboration
Each SLA is available in several service levels and can be purchased directly via our SAMBA+ World Shop and the SAMBA+ US Shop.
Please feel free to contact us so that we can explore the SLA offer with you. We will be happy to guide you.
SAMBA+ Support SLA
The SAMBA+ Support SLA gives you guaranteed response and solution times for all operational questions around SAMBA+ and SAMBA+ AIX as well as other topics related to Samba.* Whether it’s installation, maintenance, configuration, upgrades or troubleshooting – our team is here to help, worldwide and around the clock. Services are provided remotely by email, phone, or video conferencing. SAMBA+ Support SLA can be purchased in our SAMBA+ World Shop and the SAMBA+ US Shop.
Coverage includes:
- Installation and setup of SAMBA+
- Configuration and performance tuning
- Troubleshooting and bug tracking
- Upgrades, patching, and release questions
SAMBA+ Support SLA response and solution times
| Support SLA Level | Response time | Solution time |
|---|---|---|
| Level 1 | 8 hours | 48 hours |
| Level 2 | 6 hours | 36 hours |
| Level 3 | 4 hours | 24 hours |
Work performed is billed separately. You can choose prepaid budgets (40 or 60 hours) or a flat rate.
Key benefits:
- Immediate Activation – contract becomes valid right after purchase
- Easy Communication – via email or phone, using your support ID
- Transparent Reporting – monthly usage summaries and a final report
Note: Consulting, software development, and services outside the SAMBA+ scope are not included. Unused hours will expire at the end of the SLA support budget period. For detailed information, please refer to our Terms & Conditions.
SAMBA+ Development SLA
The SAMBA+ Development SLA provides structured collaboration for your Samba development goals – designed for organizations looking to commission custom Samba features, enhancements, or integration work. It ensures a fast and reliable start to your development initiative, with clearly defined timelines and communication paths. SAMBA+ Development SLA can be purchased directly via our SAMBA+ World Shop and the SAMBA+ US Shop.
Use cases:
- New feature development in Samba
- Interoperability and protocol adjustments
- Integration with AD, LDAP, Netatalk, CUPS, etc.
- Infrastructure and security-related enhancements
SAMBA+ Development SLA project start times
| Support SLA Level | Response time | Solution time |
|---|---|---|
| Level 1 | 8 hours | 48 hours |
| Level 2 | 6 hours | 36 hours |
| Level 3 | 4 hours | 24 hours |
What to expect:
- Remote collaboration with SerNet engineers
- Dedicated project number and email contact
- Monthly reporting and final summary
- 48-month term, with 25% of unused hours expiring each year
Learn more and purchase via the SAMBA+ World Shop and the SAMBA+ US Shop.
Note: Every 12 months, 25% of unused development hours expire without notice or refund.
Please review the full Terms & Conditions before purchase.
* SerNet may reject support requests for software products and services that are not provided by SerNet.
