Blackthorn’s support plan provides guidance from our onboarding, customer success, and product support teams to help you meet your specific business goals.
Services |
Support |
|---|---|
| Cost | Blackthorn Messaging – cost is included in the App purchase price. Blackthorn Compliance -cost is included in the App purchase price. Blackthorn Events – $3,950 (£2806, €3406) or 20% of the license cost. Blackthorn Payments – $3,950 (£2806, €3406) or 20% of the license cost. |
| Support Team Availability | US | M-F 4a – 8p EST (excluding holidays) AUS | M-F 8a – 12am AEST (excluding holidays) |
Onboarding |
|
| Dedicated Onboarding Manager | Yes, All Apps |
| Kick Off (1 hour)* | Yes, Unless Self-Service is Preferred |
| Team Training and Advisement Sessions | 3 Sessions |
| Reverse Demo | Yes, All Apps |
| Post-Onboarding Review | All Apps |
Ongoing Customer Success
|
|
| Named Customer Success Manager | Included if >$12k ARR |
| Annual Business Review / ROI Alignment | As Requested |
| Monthly Cadence | As Requested |
| Quarterly Cadence | As Requested |
| Continued Education / Adoption | Yes, All Apps |
| Reverse Demo / Advisement Sessions | As Requested |
Customer Support |
|
| Documentation and Webinar Access | Yes, All Apps |
| Knowledge Base Access | Yes, All Apps |
| General Inquiry Response Times | 4.5-6 Business Hours |
| High Priority Response Times | 3 Business Hours |
| System Impaired Response Times | 1 Business Hour |
| Community Access | 2 Users |
| Community Access | Yes, All Apps |
| Proactive Case Monitoring | Yes, All Apps |
| Phone (Outbound) | Yes, Select Apps |
| Live Chat | Yes, All Apps |
*First year only