Effective from February 2020
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 email@example.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.
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 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.
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:
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:
Full access available to all Knowledge Base items from the Blancco Customer Support Portal:
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.
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.
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.
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.
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.
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:
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.
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 https://support.blancco.com/.
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.
Central Europe / DACH
+91 20 6744 2805
+81 3 5772 7496
+82 2 578 7491
+603 2242 3930
Australia / New Zealand
+61 2 80513107
Weekend Support (Sev-1 with Support Plan Enterprise)
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.
To assist when escalating is appropriate, the following is a list of items to check before doing so:
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.
Technical Support will use internal system workflow processes and alerting mechanisms to be sure all incidents are receiving the appropriate level of response.
|AMER||Aydin Hami||Region Managerfirstname.lastname@example.org||512.560.1268|
|EMEA||Niko Puruskainen||Region Manageremail@example.com||+358 207433850|
VP Global Support