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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.
Issue Severity Level | Severity Level Description |
|---|---|
Severity 1 – CRITICAL
| Production server or other mission critical system(s) are down and no workaround is immediately available. |
Severity 2 – HIGH
| Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. |
Severity 3 – MEDIUM
| Partial, non-critical loss of functionality of the software. Impaired operations of some components, but allows the user to continue using the software. |
Severity 4 – LOW
| General usage questions, cosmetic issues, and errors in the documentation. |
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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.
Customer/Partner Priority Level | Priority Level Description |
|---|---|
Priority 1 – CRITICAL
| Issue has Critical business impact. |
Priority 2 – HIGH
| Issue has Significant business impact. |
Priority 3 – MEDIUM
| Issue has Limited business impact. |
Priority 4 – LOW
| Issue has Minimal to No business impact. |
Required Information when Submitting an Incident
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Technical Support Engineers are available to assist our customers during regular business hours 8am-5pm, as well as weekend hours for “Support Plan Enterprise” customers. Contact the regional support center as appropriate.
| Location | Phone number |
|---|---|
| United States | +1 833-374-0744 |
Canada | +1 437-703-0609 |
| United Kingdom | +44 127-988-1543 |
France | +33 353-320-061 |
| Central Europe / DACH | +49 714-1503-9004 |
Finland | +358-942-704-945 |
India | +91 20 |
71279275 | |
Japan | +81 3 5772 7496 |
Korea | +82 2 578 7491 |
Malaysia | +603 2242 3930 |
| Australia / New Zealand | +612 8317 1123 |
| Weekend Support (Sev-1 with Support Plan Enterprise) | x-xxx-xxx-xxxx |
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.
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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.
Region | Name | Title | Phone | |
|---|---|---|---|---|
APAC | Nandkumar Palkar | Director | nandkumar.palkar@blancco.com | +91 9967024237 |
| AMER | Aydin Hami | Region Manager | aydin.hami@blancco.com | 512.560.1268 |
| EMEA | Niko Puruskainen | Region Manager | niko.puruskainen@blancco.com | +358 207433850 |
Global | Jesse Kittleson | VP Global Support | jesse.kittleson@blancco.com | 602.402.1159 |