Revised September 12th, 2023
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All support incidents that are submitted, are tracked with a unique “incident” number and can be viewed after logging into to our Incident system. All incidents are logged with one of our three main regions (Americas / EMEA / APAC) during local business hours, in which the teams work together to ensure a quick reply and resolution. Our tenured Support Team leverages their extensive product knowledge and customer service skills as a recognized HDI Certified Support Center, to ensure we prioritize our efforts to make our customers satisfied.
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.
- Enterprise Support Plan (SPE)
This is Blancco’s highest Support Plan offering, specializing in pro-active support functions designed to ensure our partners and enterprise customers receive the “best-in-class” global support. This plan includes 24X7 year-round support, as well as an assigned Technical Account Manager. - Premium Support Plan (SP1)
A comprehensive level of support, the Premium Support Plan is designed to provide our worldwide customers’ application infrastructures the highest level of availability. Blancco’s technical support teams work efficiently to resolve issues and requests and to help take preventive action to avoid future issues, at advanced initial response targets. - Advanced Support Plan (SP2)
Designed for customers whose business requires the security of knowing that a Blancco Support Engineer is available to assist them Monday through Friday during business hours, excluding holidays (business hours and holidays may vary by support center). Advanced Support Plan includes access to phone/portal/email. - Basic Support Plan (SP3) DISCONTINUED - END OF SALE SEPTEMBER 12, 2023!
Provides you portal/email access to Blancco’s team of Support professionals for problem-solving assistance.
The Initial Human Response is computed based on the time when the incident is entered into our ticketing system and not when an email is sent to us. All references relate to business hours. The Initial Human Response is defined as any of the following:
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The Support tickets that you have created can be shared with other people, for example from your organization, by clicking the “Share” icon and typing their email address to the field. It is recommended that you only invite users that have already registered at http://support.blancco.com/.
Contacting Global Support via Telephone (Recommended for Critical Severity/Priority Issues)
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