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.
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 – 12a 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, with follow-up responses in 24 hours |
| High-Priority Response Times | 3 Business Hours, with follow-up responses in 12 hours |
| System Impaired Response Times | 1 Business Hour |
| Community Access | Yes, 2 Users |
| Proactive Case Monitoring | Yes, All Apps |
| Live Chat | Yes, All Apps |
| Dedicated Support Rep | Yes, Named Rep |
| Inbound Support Phone Number | Yes, for System Impaired Issues |
*First year only
