Revised March 2021September 12th, 2023

Support

Overview

As the De Facto Standard for Data Erasure and Mobile Diagnostics solutions, Blancco offers our customers and partners several tailored support options, providing timely resolution for technical issues and inquiries. 

Our Customer Portal (httpshttp://support.blancco.com) , provides access to our Knowledge Basecontains our Knowledgebase Articles, Product Release NewsNotes, WhitepapersUser Manuals, FAQ’s, Best Practices, Support Videos and the ability to access our Support Ticketing System for the creation and management of product issuesincidents. Customers and Partners are encouraged to use the Customer Portal for timely resolution, as we collect and organize key elements for quick problem identification and subsequent resolution.   

For any Sev-1 issues, it is recommended that SP2 and above Customers and Partners call our Support Team, listed on page 9.   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.   

Blancco may, at any time, modify the Support Policy and Procedures to reflect market conditions and to better serve our customers. 

Support Structure

Blancco provides support coverage worldwide, including 14 locations strategically distributed to provide support in 7 and in 10 different languages: English / German / Spanish / French / Finnish / Swedish / Japanese / ChineseRussian / Hindi / Korean.  We leverage a multi-tiered support organization to ensure adequate coverage of all issues reported incidents from customers/partners, including succession planning for each of our valued resources.our customers. 

All support issues incidents that are raisedsubmitted, are tracked with a unique “incident” number and can be viewed after logging into to our Incident system.  All incidents are logged at with one of our three main regions (Americas / EMEA / APAC) , during local office hours. The assigned Support Analyst/Engineer is your point of contact until a resolution is found. Our 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 experience, as well as Blancco’s internal resource framework, to manage the incidents through to resolution in a timely manner.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 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) DISCONTINUED - 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 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:

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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 1st point of contact for new issues). 

Knowledge Base

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

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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.

Scope of Support

This chapter defines the scope and limitations for the technical support Blancco provides.  

Supported products and versions are defined in accordance with the Blancco's Product Support Lifecycle Policy.  

The following are outside of the scope of support (unless otherwise stated): 

• Software deployment, installation and training 
• Workflow design and process optimization 
• Custom integrations against 3rd party solutions 
• Handling or troubleshooting issues related to 3rd party software not provided by Blancco 

Note that some of these activities can be delivered as a Professional Services engagement. If you are looking for an assistance on product deployment, process optimization or training/certification you can find more details from Blancco’s Professional Services documentation. 

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 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. 

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Registering a User Account to Blancco Technical Support Portal

1. Access the Blancco Customer Portal site at:

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1. http://support.blancco.com/. 
2. Click

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1. “Report an Incident” button. 
2. Click “Sign up for an account” to create your user account. 
3. Fill in the relevant details and click “Sign up”

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1. . 

A confirmation email will be sent to the provided email address, and you can finish signing up the account following the link provided in the email. During this process you will be able to fill additional account details such as your full name and password for your account. 

In case you have forgot the password for your existing account or the original link to finish the signing up process is not valid anymore you can reset your account password here: Forgot your password? 

Creating a Technical Support Ticket

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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.

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You do not completely have to rely on the Support Portal as your only communication channel, as you will also receive email notifications when

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some 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 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 httpshttp://support.blancco.com/.

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

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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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