Page History
...
It is recommended that customers/partners submit a Blancco incident request, using the appropriate channels listed below, based on the Severity (product) and Priority (customer impact). An automated response with a unique incident request number will be immediately emailed to you for your reference.
Product Severity Levels
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
As part of the problem reporting process, and for expedient resolution, we request you to provide as much environmental, issue, and scenario detail as possible.
The following items are recommended:
- Support Case ID number: If your issue is already an open Support request, the unique incident number should be included in the “subject field” of the email.
- Contact name(s) and company name: Your name and the name of your company, as well as the names of alternative contact persons including phone numbers and Emails.
- Product information: Product line and version of Software on which the problem is based.
- Problem description: A detailed description of the problem. This must include the problem(s) you are experiencing, any changes made prior to this/these problem(s), how long you have been experiencing this/these problem(s), etc.
- Class Severity: Your determination of product impact.
- Class Priority: Your determination of business impact.
- Configuration Information: Valid and current configurations on which the product was installed or having issues with.
- Error Messages: Precise error messages, log files, description of product behavior and symptoms.
- Steps to Reproduce: List of steps that produce the problem and relevant test cases.
- Description of Recent Environment or System Changes: Descriptions of any recent product or system changes that occurred prior to noticing the problem.
Registering a User Account to Blancco Technical Support Portal
- Access the Blancco Customer Portal site at: https://support.blancco.com/
- Click “Incident Management” button.
- Click “Sign up for an account” to create your user account.
- Fill in the relevant details and click “Sign up” to log in.
Creating a Technical Support Ticket
- If you have a specific issue in mind, try searching for a solution from the Blancco Knowledge Base by typing relevant keywords to the “What do you need help with?” field.
- If you are not able to find the answers you are looking for, then create a support incident. Click “Technical Support Request”.
- Fill in the fields as carefully as possible and click “Create”.
- Once completed, you will be provided with a summary of your support ticket, and an engineer will respond according to SLA’s outlined in the Support Plans section of our Support FAQ document.
The Technical Support Ticket and Communicating with the Technical Support
The best way to handle the ticket related communication, is to do it from “Requests” view which lists all the Technical Support tickets associated with your user account. All the ticket history, including the status changes, can be accessed by clicking the ticket’s “Reference” ID.
The “Activity” section lists all the events and comments related to the ticket. To add comments to the ticket, click the “Comment on this request…” section, click the “Add” button and type in your comment and it will be visible for the Technical Support Team member handling the ticket.
In addition, you will also receive email notifications when an event occurs with your open tickets (comments from Support, status changes, etc.). You can also directly reply to the email notification, which will keep the ticket communication going.
Additional Technical Support Ticket Related Features
...