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Document updated 6 July 2017
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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.
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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
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English speaking technical support agents are available to assist our customers during regular business hours, as well as weekend hours (Sev-1 only) for Enterprise Support Plan customers. Contact the regional support center as appropriate.
United States |
+1 800-304-0615 |
Open hours: 8am-5pm local |
Canada |
+1 604-853 3833 |
Open hours: 8am-5pm local |
Central / South America |
+52 55 4627 4100 |
+52 55 4627 1576 |
Open hours: 8am-5pm local |
United Kingdom |
+44 127-9874-200 |
Open hours: 8am-5pm local |
Central Europe / DACH |
+49 714-195660-90 |
Open hours: 8am-5pm local |
Finland |
+358-207-433-854 |
Open hours: 8am-5pm local |
India |
+91-206-520-3169 |
Open hours: 8am-5pm local |
Japan |
+81 3 5772 7496 |
Open hours: 8am-5pm local |
Korea |
+82 2 578 7491 |
Open hours: 8am-5pm local |
Australia / New Zealand |
+61 2 80513107 |
Open hours: 8am-5pm local |
Weekend Support (Sev-1 with Support Plan Enterprise) |
x-xxx-xxx-xxxx |
Allow for 4 hour callback |
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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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 | |
Americas | Ilkka Lindeman | Manager/Sr. Engineer | +1 678 392 4338 | |
EMEA | Jesse Kittleson | VP Global Support | +1 602 402 1159 | |
APAC | Nandkumar Palkar | Director | +91 9967024237 | |
Global | Jesse Kittleson | VP Global Support | +1 602 402 1159 |