Invest in success with Blackthorn Support
Blackthorn’s support plan provides guidance from our onboarding, customer success, and product support teams to help you meet your specific business goals.
The Support features below may be different if you are an existing customer. Please reach out to your CSM if you have questions on upgrading your existing plan.
Premium – New Additions! |
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Includes |
Does not include |
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Installation & base configuration (Payment Gateway, Event Settings) |
Data migration |
| Data migration mapping assistance | Custom CSS |
| Building the first 3 event templates | Custom Flows & Apex & Lightning |
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Up to 3 custom reports and 1 dashboard, in addition to our packaged R&D |
Security controls |
| Up to 2 meetings of technical advisory | |
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Packages |
Standard |
Premium |
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Onboarding |
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Kick Off |
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Learning Hub Access |
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Daily Office Hours |
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Technical Audit |
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Dedicated Onboarding Manager |
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Complimentary Install and Configuration |
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Recurring Project Check Ins |
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Live Training |
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Advisement Sessions |
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Post Onboarding Review |
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Customer Success |
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Daily Office Hours |
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Dedicated Customer Success Manager |
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Reverse Demo |
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Technical Audit |
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Strategic Business Review |
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Advisory Board Seat* |
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Release Support |
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Community Access |
Unlimited Users |
Unlimited Users |
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Support |
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Knowledge base access |
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Community Collaboration Groups |
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Dedicated Support |
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Live Chat |
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Inbound Support Phone Number |
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Zoom/Live Call Support |
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Higher prioritization of cases |
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Community Access |
Unlimited Users |
Unlimited Users |
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Support Team Availability |
US | M-F 8a – 5p EST (excluding holidays) AUS | M-F 8a – 5a AEST (excluding holidays) |
US | M-F 4a – 8p EST (excluding holidays) AUS | M-F 8a – 12a AEST (excluding holidays) |
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General Inquiry Response Times |
8-10 Business Hours, with follow-up responses in 24 hours | 4.5-6 Business Hours, with follow-up responses in 24 hours | |
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High-Priority Response Times |
6 Business Hours, with follow-up responses in 12 hours | 3 Business Hours, with follow-up responses in 12 hours | |
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System Impaired Response Times |
3 business hours | 1 Business Hour | |
* Dedicated Enterprise OBM and CSM