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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.
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.
Feature | Description |
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Product Upgrades | Ability to upgrade to the latest product versions |
Portal Support | Access to our Support Portal |
Email Support | Access to receive technical support via email |
Phone Support | Access to receive support by calling one of our area offices |
Remote Session Support | Access to host screen share sessions with our support team |
Max Customer Contacts | The number of contacts permitted to submit incidents to support |
Annual Remote Health Check | Upon request, a yearly 1 hour virtual meeting to review product configuration, best practices and optimizations |
Annual Onsite Health Check | Upon request, a yearly half-day onsite meeting to review product configuration, best practices and optimizations |
Technical Account Manager | An assigned senior member of the Technical Support team, to act as customer advocate and host regular meetings to ensure overall account health |
Severity 1-2-3-4 | Product 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 Level | Severity Level Description |
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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. |
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 Level | Priority Level Description |
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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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