Page History
...
All support issues that are raised, are tracked with a unique “incident” number. All incidents are logged at 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 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.
...
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)
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:
...