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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.



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)
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 Yes, 2 Users
Proactive Case Monitoring Yes, All Apps
Live Chat Yes, All Apps

*First year only