Relaxed Follow-up SLAs – Enhancing the Quality of Support Interactions (Now Live!)
Blackthorn Support has extended our follow-up response SLAs to improve the quality of interactions and help prioritize high-priority and system-impaired cases. The new relaxed secondary response SLAs will help lower the number of comments and interactions the Support Team handles per case (a highly noted pain point for customers). This will give the team more time to provide higher quality, thorough, and actionable responses with lower SLA pressure on lower-priority cases.
Initial Response Times + System Impaired/Outage SLAs will not change. Also, response times are found on our website here.
New Follow-up Response SLAs
- Low/Medium Priority – 24 clock hours
- High – 12 clock hours
Independent of each customer’s location, our support team is available 24 hours, five days a week. We will ensure your team receives a high-quality and actionable response focused unblocking your team ASAP with as limited back and forth as possible.
Escalation Button for Cases in the Blackthorn Community now Includes the Ability to Request Phone Support
For all customers, there is an “Escalate” button in the top right corner of Cases. This feature will route cases to relevant teams in real-time and eliminate multiple steps of the process. Instead of directly contacting your CSM or Blackthorn Executive Sponsor, copying comments into cases, etc., the “Escalate” button will serve the same purpose. It will alert relevant parties within Customer Success and Support while simultaneously flagging the case for review by the Escalation Team, who will follow up with the next steps and action items. This button also includes the ability to request phone support for customers with Premier Support.
Customer Community Winter Engagement Contest Winner: Michael Babino (UCHealth)
We’d like to give a big thank you for your contributions to our customer community. As a thank you for having the highest community engagement this last quarter, we will send you a $150 Amazon GC & Swag. This also includes a Community User Badge for “Highest Quarterly Engagement” which has already been assigned to your user in our community!
