Content Comparison

Revised September 12th, 2023

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For any Sev-1 issues, it is recommended that SP2 and above Customers and Partners call our Support Team, numbers listed later on this document. You can also create a support incident by sending us an email at support@blancco.com, whereas a reply will be automatically generated with your ticket number in the subject line.   

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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 option for an assigned Technical Account Manager at additional cost. 
• 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
  End Of Sale - September 12, 2023!
  Provides you portal/email access to Blancco’s team of Support professionals for problem-solving assistance. 

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^{The Initial Human Response is computed based on the time when the incident is} entered into ^{submitted to our ticketing system and} not when an email is sent to us.  ^{a human response.
All references relate to 8am-5pm local business hours.}  The Initial Human Response is defined as any of the following:

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^{Maintenance Only (MO) is a restrictive option that ONLY includes product upgrades and Knowledge Base access.}

Technical Account Management

The Enterprise Support Plan will include a nominated A dedicated Technical Account Manager (TAM) is available for purchase with our Enterprise Bundle, and will be assigned from the Support TeamSenior Technical Support team within the primary region of business. The role of the TAM is to offer a designated senior Technical resource, providing proactive advice provide proactive technical advice, best practices and guidance to help you identify and address any potential problems, before they occur.   The  The TAM has direct communication with key internal departments stakeholders from our Product Management and Development teams within Blancco, to serve as the voice of the customer/partner and assist with product improvements.     

Benefits of TAM: 

• Gain a direct relationship with a senior technical resource who has an in-depth knowledge of your requirements and our solutions. 
• Prevent issues before they arise with proactive planning and technical reviews. 
• Gain visibility into current and future Blancco products to help plan and meet your long-term goals for development of service(s). 
• Receive priority access to product feature requests and fixes. 
• Build a relationship with an adviser and advocate through regularly scheduled reviews. 
• Escalation point for support issues (not to serve as 1st point of contact for new issues). 

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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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Technical Support will use internal system workflow processes and alerting mechanisms to be sure all incidents are receiving the appropriate level of response.