Gültig ab Juli 2016

Dokument aktualisiert am 06. Juli 2017

Support

Übersicht

Als De-Facto Standard für Datenlösch- und Diagnoselösungen bietet Blancco unseren Kunden und Partnern mehrere maßgeschneiderte Support-Optionen, die eine zeitnahe Lösung für technische Probleme und Anfragen bieten.

Unser Kundenportal (https://support.blancco.com) bietet Zugriff auf unsere Knowledge Base, Produkt Release News, Whitepaper, FAQs, Best Practices und die Möglichkeit, auf unser Support Ticket System für die Erstellung und Verwaltung von Produktproblemen zuzugreifen. Kunden und Partner werden ermutigt, das Kundenportal für eine zeitnahe Lösung zu nutzen. Für Probleme mit Sev-1 wird empfohlen, dass Kunden und Partner unser Support Team, wie auf Seite 9 beschrieben, anrufen. Sie können auch einen Support Ticket erstellen indem Sie uns eine E-Mail an support@blancco.com senden, Sie erhalten eine automatisch generierte Antwort mit Ihrer Ticketnummer in der Betreffzeile.

Blancco kann jederzeit die Support-Richtlinien und -Verfahren ändern, um den Marktbedingungen zu entsprechen und unsere Kunden bessere Unterstützung zu bieten.

Support Struktur

Blancco bietet weltweiten Support an strategisch verteilten Standorten die Unterstützung in 7 verschiedenen Sprachen bieten: Englisch / Deutsch / Spanisch / Französisch / Finnisch / Japanisch / Chinesisch. Wir nutzen eine mehrstufige Support-Organisation, um eine angemessene Abdeckung aller Probleme von Kunden / Partnern sicherzustellen.

Alle Supportprobleme, die auftreten, werden mit einer eindeutigen Ticketnummer verfolgt. Alle Vorfälle werden während der lokalen Geschäftszeiten in einer unserer drei Hauptregionen (AMERICAS / EMEA / APAC) protokolliert. Der zugewiesene Support Analyst / Engineer ist Ihr Ansprechpartner bis eine Lösung gefunden wird. Unser Supportteam nutzt sein umfassendes Produktwissen und seine Erfahrung sowie die internen Quellen von Blancco um die Vorfälle bis hin zur zeitnahen Lösung zu betreuen.

Blancco Supportpläne

Die Blancco Support-Optionen wurden entwickelt, um die unterschiedlichen Bedürfnisse unserer Kunden weltweit über Branchen und Zeitzonen hinweg zu erfüllen. Jeder Supportplan bietet einzigartige Funktionen und Ressourcen die auf Ihre Geschäftsanforderungen zugeschnitten sind.

• Enterprise Support Plan (SPE)
  Dies ist Blanccos höchster Supportplan, der auf pro aktive Supportfunktionen spezialisiert ist, um sicherzustellen, dass unsere Partner und Unternehmenskunden den "besten" weltweiten Support erhalten. Dieser Plan umfasst den 24-Stunden-Support sowie einen zugewiesenen technischen Account Manager.
• Premium Support Plan (SP1)
  Der Premium Support Plan ist ein umfassende Supportstufe und wurde entwickelt, um den Anwendungsinfrastrukturen unserer weltweiten Kunden höchste Verfügbarkeit zu bieten. Die technischen Supportteams von Blancco arbeiten effizient, um Probleme und Anfragen zu lösen und ergreifen vorbeugende Maßnahmen, um zukünftige Probleme zu vermeiden, bei fortgeschrittenen Zeiten der Erstreaktion.
• Advanced Support Plan (SP2)
  Entwickelt für Kunden, deren Geschäft die Sicherheit erfordert, dass ein Blancco Support Engineer ihnen von Montag bis Freitag während der Geschäftszeiten zur Verfügung steht, ausgenommen Feiertage (Geschäftszeiten und Feiertage können je nach Support-Center variieren). Der Advanced Support Plan beinhaltet den Zugang zu Telefon/Portal/E-Mail.
• Basic Support Plan (SP3)
  Bietet Ihnen Portal/E-Mail-Zugang zum Blancco Support Team zur Unterstützung bei der Problemlösung.

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:

• Providing a suggestion/solution to the Customer/Partner to assist in resolving the incident.
• Requesting additional information that is required before troubleshooting can commence.

Technical Account Management

The Enterprise Support Plan will include a nominated Technical Account Manager from the Support Team. The role of the TAM is to offer a designated senior Technical resource, providing proactive advice and guidance to help you identify and address any potential problems before they occur.  The TAM has direct communication with key internal departments within Blancco, to serve as the voice of the customer/partner. 

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 1^st point of contact for new issues).

Knowledge Base

Full access available to all Knowledge Base items from the Blancco Customer Support Portal:

• Complete suite of user manuals & video tutorials
• Erasure / Diagnostic specific support topics
• Product Release News
• FAQ’s

Remote Access

In some cases, Blancco may request and provide the ability to establish a temporary remote connection in order to identify root cause and corrective action (RCCA) of an issue.

Contacting Technical Support

Overview

The following section describes important topics we encourage our customers/partners to consider, in order to expedite the resolution of new Support issues. Support’s actions include environment discovery, problem description, issue investigation, reproduction attempts and resolution. Based on these investigations, Support may provide technical explanations, instructions for configuration changes, workarounds, and in some cases software updates and hot-fix releases.

Contacting Customer Support

It is recommended that customers/partners submit a Blancco incident request, using the appropriate channels listed below, based on the Severity (product) and Priority (customer impact). An automated response with a unique incident request number will be immediately emailed to you for your reference.

Product Severity Levels

When submitting a Support request, please refer to the severity classification table below. Blancco will work with you to make a reasonable and conclusive determination of the severity level of the issue, and respond in accordance.  Contact request methods are recommended.

Customer/Partner Priority Levels

When submitting a Support request, please refer to the priority classification table below. This field is maintained by the customer or partner, and gauges the overall impact to the environment.

As part of the problem reporting process, and for expedient resolution, we request you to provide as much environmental, issue, and scenario detail as possible.

The following items are recommended:

• Support Case ID number: If your issue is already an open Support request, the unique incident number should be included in the “subject field” of the email.
• Contact name(s) and company name: Your name and the name of your company, as well as the names of alternative contact persons including phone numbers and Emails.
• Product information: Product line and version of Software on which the problem is based.
• Problem description: A detailed description of the problem. This must include the problem(s) you are experiencing, any changes made prior to this/these problem(s), how long you have been experiencing this/these problem(s), etc.
• Class Severity: Your determination of product impact.
• Class Priority: Your determination of business impact.
• Configuration Information: Valid and current configurations on which the product was installed or having issues with.
• Error Messages: Precise error messages, log files, description of product behavior and symptoms.
• Steps to Reproduce: List of steps that produce the problem and relevant test cases.
• Description of Recent Environment or System Changes: Descriptions of any recent product or system changes that occurred prior to noticing the problem.

Registering a User Account to Blancco Technical Support Portal

1. Access the Blancco Customer Portal site at: https://support.blancco.com/
2. Click “Incident Management” button.
3. Click “Sign up for an account” to create your user account.
4. Fill in the relevant details and click “Sign up” to log in.

Creating a Technical Support Ticket

1. If you have a specific issue in mind, try searching for a solution from the Blancco Knowledge Base by typing relevant keywords to the “What do you need help with?” field.
2. If you are not able to find the answers you are looking for, then create a support incident. Click “Technical Support Request”.
3. Fill in the fields as carefully as possible and click “Create”.
4. Once completed, you will be provided with a summary of your support ticket, and an engineer will respond according to SLA’s outlined in the Support Plans section of our Support FAQ document.

The Technical Support Ticket and Communicating with the Technical Support

The best way to handle the ticket related communication, is to do it from “Requests” view which lists all the Technical Support tickets associated with your user account. All the ticket history, including the status changes, can be accessed by clicking the ticket’s “Reference” ID.

The “Activity” section lists all the events and comments related to the ticket. To add comments to the ticket, click the “Comment on this request…” section, click the “Add” button and type in your comment and it will be visible for the Technical Support Team member handling the ticket.

In addition, you will also receive email notifications when an event occurs with your open tickets (comments from Support, status changes, etc.). You can also directly reply to the email notification, which will keep the ticket communication going.

Additional Technical Support Ticket Related Features

The Support tickets that you have created can be shared with other people, 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 https://support.blancco.com/.

Contacting Global Support via Telephone (Recommended for Critical Severity/Priority Issues)

English speaking technical support agents are available to assist our customers during regular business hours, as well as weekend hours (Sev-1 only) for Enterprise Support Plan customers.  Contact the regional support center as appropriate.

Support Escalations

In order to best assist our customers in gaining further traction on documented support issues, outside of standard incident processing workflow, we have put together the following as a guide.

Note: For licensing issues, it is best to contact your account representative immediately.

Before Escalating...

To assist when escalating is appropriate, the following is a list of items to check before doing so:

• Is the issue known to support; do you have an open incident number?
• Have you provided Support all the necessary detail needed in order to quickly diagnose and resolve the issue (product/version/environment/logging/steps to reproduce/etc.)
• Using the Support Response SLA’s table below, has the afforded amount of time elapsed relative to the impact and urgency being experienced?
• If your contact with the assigned Support Analyst has not provided the expected progress, have you requested to speak with a Technical Lead or Manager?

Escalation Path

Resolution times vary based on the complexity of the incident and environment.  If your incident needs additional attention, you are encouraged to follow the escalation path below to ensure your incident is getting the appropriate focus and attention.

Technical Support Analyst -> Technical Support Engineer -> Sr. Technical Support Engineer -> Team Lead/Manager -> VP.

Global Support Escalation Contact List

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