Effective from February 2020Revised March 2021
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All support issues that are raised, are tracked with a unique “incident” number. All incidents are logged at one of our three main regions (Americas / EMEA / APAC), during local office hours. The assigned Support Analyst/Engineer is your point of contact until a resolution is found. Our Support Team leverages their extensive product knowledge and experience, as well as Blancco’s internal resource framework, to manage the incidents through to resolution in a timely manner.
Blancco Support Plans
Blancco support operations are designed to meet the varying needs of our clients worldwide, across industries and time zones. Each support plan offers unique features and resources tailored for your business requirements.
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- Providing a suggestion/solution to the Customer/Partner to assist in resolving the incident.
- Requesting additional information that is required before troubleshooting can commence.
| Feature | Description |
|---|---|
| Product Upgrades | Ability to upgrade to the latest product versions |
| Portal Support | Access to our Support Portal |
| Email Support | Access to receive technical support via email |
| Phone Support | Access to receive support by calling one of our area offices |
| Remote Session Support | Access to host screen share sessions with our support team |
| Max Customer Contacts | The number of contacts permitted to submit incidents to support |
| Annual Remote Health Check | Upon request, a yearly 1 hour virtual meeting to review product configuration, best practices and optimizations |
| Annual Onsite Health Check | Upon request, a yearly half-day onsite meeting to review product configuration, best practices and optimizations |
| Technical Account Manager | An assigned senior member of the Technical Support team, to act as customer advocate and host regular meetings to ensure overall account health |
| Severity 1-2-3-4 | Product severity of the incident, described further in the Handbook |
Technical Account Management
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