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Comment: Updated Support Plans matrix and included Feature/Description charts

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  • 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)
    Provides you portal/email access to Blancco’s team of Support professionals for problem-solving assistance.

Blancco Support PlansImage Modified

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.
FeatureDescription
Product UpgradesAbility to upgrade to the latest product versions
Portal SupportAccess to our Support Portal
Email SupportAccess to receive technical support via email
Phone SupportAccess to receive support by calling one of our area offices
Remote Session SupportAccess to host screen share sessions with our support team
Max Customer ContactsThe number of contacts permitted to submit incidents to support
Annual Remote Health CheckUpon request, a yearly 1 hour virtual meeting to review product configuration, best practices and optimizations
Annual Onsite Health CheckUpon request, a yearly half-day onsite meeting to review product configuration, best practices and optimizations
Technical Account ManagerAn assigned senior member of the Technical Support team, to act as customer advocate and host regular meetings to ensure overall account health
Severity 1-2-3-4Product severity of the incident, described further in the Handbook

Technical Account Management

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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 LevelSeverity Level Description

Severity 1 – CRITICAL

  • Request by phone

Production server or other mission critical system(s) are down and no workaround is immediately available. 

Severity 2 – HIGH

  • Request by phone/portal


Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

Severity 3 – MEDIUM

  • Request by portal/email

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

  • Request by portal/email

General usage questions, cosmetic issues, and errors in the documentation.

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.

Customer/Partner Priority LevelPriority Level Description

Priority 1 – CRITICAL

  • Request by phone

Issue has Critical business impact.

Priority 2 – HIGH

  • Request by phone/portal

Issue has Significant business impact. 

Priority 3 – MEDIUM

  • Request by portal/email

Issue has Limited business impact.

Priority 4 – LOW

  • Request by portal/email

Issue has Minimal to No business impact.


Required Information when Submitting an Incident

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