Revised March 2021



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 (, 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, 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.

Support Structure

Blancco provides support coverage worldwide, including 14 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 Support Plans

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.

Blancco Support Plans

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:

Product UpgradesAbility to upgrade to the latest product versions
Portal SupportAccess to our Support Portal
Email SupportAccess to receive technical support via email
Phone SupportAccess to receive support by calling one of our area offices
Remote Session SupportAccess to host screen share sessions with our support team
Max Customer ContactsThe number of contacts permitted to submit incidents to support
Annual Remote Health CheckUpon request, a yearly 1 hour virtual meeting to review product configuration, best practices and optimizations
Annual Onsite Health CheckUpon request, a yearly half-day onsite meeting to review product configuration, best practices and optimizations
Technical Account ManagerAn assigned senior member of the Technical Support team, to act as customer advocate and host regular meetings to ensure overall account health
Severity 1-2-3-4Product severity of the incident, described further in the Handbook

Technical Account Management

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:

Knowledge Base

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

Remote Access

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.

Contacting Technical Support


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.

Contacting Customer Support

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 LevelSeverity Level Description

Severity 1 – CRITICAL

  • Request by phone

Production server or other mission critical system(s) are down and no workaround is immediately available. 

Severity 2 – HIGH

  • Request by phone/portal

Major functionality is severely impaired. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

Severity 3 – MEDIUM

  • Request by portal/email

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

  • Request by portal/email

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 LevelPriority Level Description

Priority 1 – CRITICAL

  • Request by phone

Issue has Critical business impact.

Priority 2 – HIGH

  • Request by phone/portal

Issue has Significant business impact. 

Priority 3 – MEDIUM

  • Request by portal/email

Issue has Limited business impact.

Priority 4 – LOW

  • Request by portal/email

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:

Registering a User Account to Blancco Technical Support Portal

  1. Access the Blancco Customer Portal site at:
  2. Click “Incident Management” button.
  3. Click “Sign up for an account” to create your user account.
  4. Fill in the relevant details and click “Sign up” to log in.

Creating a Technical Support Ticket

  1. 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.
  2. If you are not able to find the answers you are looking for, then create a support incident. Click “Technical Support Request”.
  3. Fill in the fields as carefully as possible and click “Create”.
  4. 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

The Support tickets that you have created can be shared with other people, by clicking the “Share” icon and typing their email address to the field. It is recommended that you only invite users that have already registered at

Contacting Global Support via Telephone (Recommended for Critical Severity/Priority Issues)

Technical Support Engineers are available to assist our customers during regular business hours 8am-5pm, as well as weekend hours for “Support Plan Enterprise” customers. Contact the regional support center as appropriate.

LocationPhone number
United States+1 833-374-0744
United Kingdom+44 127-988-1543


+33 353-320-061
Central Europe / DACH+49 714-1503-9004




+91 20 71279275


+81 50 4561 1010


+82 2 578 7491


+603 2242 3930

Australia / New Zealand+612 8317 1123
Weekend Support (Sev-1 with Support Plan Enterprise)x-xxx-xxx-xxxx

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.

Note: For licensing issues, it is best to contact your account representative immediately.

Before Escalating...

To assist when escalating is appropriate, the following is a list of items to check before doing so:

Escalation Path

Resolution times vary based on the complexity of the incident and environment.  If your incident needs additional attention, you are encouraged to follow the escalation path below to ensure your incident is getting the appropriate focus and attention.

Technical Support Analyst -> Technical Support Engineer -> Sr. Technical Support Engineer -> Team Lead/Manager -> VP.

Global Support Escalation Contact List

Technical Support will use internal system workflow processes and alerting mechanisms to be sure all incidents are receiving the appropriate level of response.



Nandkumar Palkar


+91 9967024237

AMERAydin HamiRegion Manageraydin.hami@blancco.com512.560.1268
EMEANiko PuruskainenRegion 207433850


Jesse Kittleson

VP Global Support