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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サポートプラン
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.Blanccoサポートオペレーションは、世界中の様々な業種やタイムゾーンにまたがる弊社クライアントの多様なニーズを満たす事を目的としています。各サポートプランは、お客様ごとのビジネス条件に適した機能およびリソースを提供します。
- 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:
「Initial Human Response」は当社の管理システムにお問い合わせチケットが生成された時点から計算されます (お客様がメールを送信した時点ではありません) 。また、営業時間を加味して計算されます。ここでの「Initial Human Response」の定義は次の通りです。
- インシデントの解決のための提案をお客様またはパートナー様に提供する。
- トラブルシューティングに必要な情報の提供をお客様またはパートナー様に依頼する。
- Providing a suggestion/solution to the Customer/Partner to assist in resolving the incident.
- Requesting additional information that is required before troubleshooting can commence.
テクニカルアカウントマネジメント
エンタープライズサポートプランには専任のTAM (テクニカルアカウントマネージャー) が含まれます。TAMの役割は、豊富な経験に基づいて、潜在的な問題の発生を予防するアドバイスとガイドを提供することです。また、お顧客とパートナー様の声をBlancco内部の主要部門に伝達する役割も担います。
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