Page History
...
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 |
---|---|
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.
Region | Name | Title | Phone | |
---|---|---|---|---|
APAC | Nandkumar Palkar | Director | +91 9967024237 | |
AMER | Aydin Hami | Region Manager | aydin.hami@blancco.com | 512.560.1268 |
EMEA | Niko Puruskainen | Region Manager | niko.puruskainen@blancco.com | +358 207433850 |
Global | Jesse Kittleson | VP Global Support | 602.402.1159 |