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.
|Level||Severity Level Description|
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|
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
Technical Support will use internal system workflow processes and alerting mechanisms to be sure all incidents are receiving the appropriate level of response.
|AMER||Aydin Hami||Region Managerfirstname.lastname@example.org||512.560.1268|
|EMEA||Niko Puruskainen||Region Manageremail@example.com||+358 207433850|
VP Global Support