2019年1月発効

サポート

概要

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.

Our Customer Portal (https://support.blancco.com), provides access to our Knowledge Base, Product Release News, Whitepapers, FAQ’s, Best Practices and the ability to access our Support Ticketing System for the creation and management of product issues. Customers and Partners are encouraged to use the Customer Portal for timely resolution.  For any Sev-1 issues, it is recommended that Customers and Partners call our Support Team, listed on page 9.  You can also create a support incident by sending us an email at support@blancco.com, whereas a reply will be automatically generated with your ticket number in subject line.

Blancco may, at any time, modify the Support Policy and Procedures to reflect market conditions and to better serve our customers.

サポート体制

Blancco provides support coverage worldwide, with locations strategically distributed to provide support in 7 different languages: English / German / Spanish / French / Finnish / Japanese / Chinese.  We leverage a multi-tiered support organization to ensure adequate coverage of all issues from customers/partners, including succession planning for each of our valued resources.

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.

• 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:

• 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

The Enterprise Support Plan will include a nominated Technical Account Manager from the Support Team. The role of the TAM is to offer a designated senior Technical resource, providing proactive advice and guidance to help you identify and address any potential problems before they occur.  The TAM has direct communication with key internal departments within Blancco, to serve as the voice of the customer/partner. 

Benefits of TAM:

• Gain a direct relationship with a senior technical resource who has an in-depth knowledge of your requirements and our solutions.
• Prevent issues before they arise with proactive planning and technical reviews.
• Gain visibility into current and future Blancco products to help plan and meet your long-term goals for development of service(s).
• Receive priority access to product feature requests and fixes.
• Build a relationship with an adviser and advocate through regularly scheduled reviews.
• Escalation point for support issues (not to serve as 1^st point of contact for new issues).

ナレッジベース

Full access available to all Knowledge Base items from the Blancco Customer Support Portal:

• Complete suite of user manuals & video tutorials
• Erasure / Diagnostic specific support topics
• Product Release News
• FAQ’s

リモートアクセス

In some cases, Blancco may request and provide the ability to establish a temporary remote connection in order to identify root cause and corrective action (RCCA) of an issue.

テクニカルサポートへのお問い合わせ

概要

The following section describes important topics we encourage our customers/partners to consider, in order to expedite the resolution of new Support issues. Support’s actions include environment discovery, problem description, issue investigation, reproduction attempts and resolution. Based on these investigations, Support may provide technical explanations, instructions for configuration changes, workarounds, and in some cases software updates and hot-fix releases.

お問い合わせ方法

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.

深刻度

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.

優先度

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.

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.

Blanccoテクニカルサポートポータルへのユーザー登録

1. こちらのポータルサイトにアクセス: https://support.blancco.com/
2. 「Report an Incident」ボタンをクリック。
3. 「Sign up for an account」をクリック。
4. 詳細情報を入力し、“Sign up”をクリックするとログインできます。

テクニカルサポートチケットの作成

1. まずは「What do you need help with? (何かお困りですか？) 」フィールドに調べたい事柄を入力し、ナレッジベースの情報を検索してみてください。
2. 目的の情報がみつからなかった場合、“Technical Support Request” をクリックしてサポートチケットの作成に進んでください。
3. 各入力欄に正確な情報を入力し、「Create (新規作成) 」をクリックしてください。
4. 完了後、サポートチケットの概要がお客様に送信されます。また、BlanccoのエンジニアがサポートFAQドキュメントのサポートプランのセクションで概説されているSLAに従って対応します。

チケットに関するテクニカルサポートとの連絡

チケットに関する連絡や状況の確認を行うには、お客様のテクニカルサポートチケットが一覧できる「リクエスト」ビューを利用いただくのが効率的です。各チケットの「参照ID」をクリックするとチケットの過去の履歴が閲覧できます。

「アクティビティ」セクションにはすべてのイベントとコメントが一覧表示されます。チケットの「このリクエストにコメント…」セクションをクリックして文章を入力し「追加」ボタンをクリックすると、入力した内容がチケットを担当するテクニカルサポートチームメンバーにも表示されます。

さらに、未解決のチケットでイベント (サポートからのコメント、ステータスの変更など) が発生した時はお客様に電子メール通知が送信されます。この電子メール通知に対して直接返信いただいた場合も、返信内容がチケットにコメントとして追加される仕組みになっています。

その他のテクニカルサポートチケット関連機能

作成したサポートチケットは、「共有」アイコンをクリックしてフィールドにメールアドレスを入力することで他のユーザーと共有可能です。ただし、すでにテクニカルサポートポータル (https://support.blancco.com) にユーザー登録済みの人物のみ指定できます。

グローバルサポートへの電話連絡 (重大または急を要する不具合の場合に推奨)

エンタープライズサポートプランのお客様の場合、週末も電話サポートをご利用いただけます(週末のサポートは深刻度1の問題のみで、対応言語は英語に限られます)。必要に応じて各地のサポートセンターにお問い合わせください。

サポートエスカレーション

お客様が提出したサポートチケットの状況に応じて当社がより柔軟に、標準のインシデント処理ワークフローの枠組みを超えて対応がとれるように、エスカレーションの要領を以下にまとめました。

注: ライセンスの問題については、すぐにアカウント担当者に連絡することを推奨します。

エスカレーション前の確認事項

エスカレーションを依頼する前に確認いただきたい事項を列挙します。

• お問い合わせチケットを提出しましたか？ インシデント番号はありますか？
• 問題の迅速な調査と解決に必要な詳細情報をすべてサポートに提出しましたか？ (製品名とバージョン、利用環境、ログ、再現手順など)
• 前述のサポートSLA表に記載の時間が経過しましたか？
• 担当者 (サポートアナリスト) との連絡の結果、期待したほどの進展が得られなかった場合、リーダーまたはマネージャと相談するよう依頼しましたか？

エスカレーション経路

解決までにかかる時間はインシデントと環境の複雑さに依存します。お客様のチケットの問題解決に時間がかかっている場合、より適切な対応が行われるよう担当者にエスカレーションを要求してください。当社のエスカレーション経路は次のようになっています。

テクニカルサポートアナリスト → テクニカルサポートエンジニア → シニアテクニカルサポートエンジニア → チームリーダーまたはマネージャ → VP。

グローバルサポートエスカレーション連絡先リスト

テクニカルサポートシステムのワークフロープロセスとアラート機能を活用し、全インシデントに対して適切なレベルの対応が行われているかどうかを確認します。