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Blackthorn’s support plan provides guidance from our onboarding, customer success, and product support teams to help you meet your specific business goals.



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)
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