SAMBA+
SerNet

SAMBA+ Service Level Agreements

SAMBA+ SLA

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

Service Levels:

  • Level 1: 8-hour response, 48-hour solution time
  • Level 2: 6-hour response, 36-hour solution time
  • Level 3: 4-hour response, 24-hour solution time

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

Service Levels:

  • Level 1: Start within 30 days
  • Level 2: Start within 20 days
  • Level 3: Start within 10 days

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.

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