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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.

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.

Packages

Standard

Premium

Onboarding

Dedicated Onboarding Manager

Kick Off

Complimentary Install and Configuration

Recurring Project Check Ins

Learning Hub Access

Daily Office Hours

Live Training

Advisement Sessions

Technical Audit

Post Onboarding Review

Customer Success

Dedicated Customer Success Manager

Reverse Demo

Technical Audit

Strategic Business Review

Advisory Board Seat*

Daily Office Hours

Release Support

Community Access

Unlimited
Users
Unlimited
Users
Support

Dedicated Support

Live Chat

Inbound Support Phone Number

Zoom/Live Call Support

Knowledge base access

Community Access

Unlimited
Users
Unlimited
Users

Community Collaboration Groups

Higher prioritization of cases/tickets

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

High-Priority Response Times

6 Business Hours, with follow-up responses in 12 hours 3 Business Hours, with follow-up responses in 12 hours

System Impaired Response Times

3 business hours 1 Business Hour

* Dedicated Enterprise OBM and CSM