Support Request

For assistance with troubleshooting, please provide Blackthorn support with access to your Salesforce org. Here’s a doc on how to do this and context on the process.

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Support Request

For assistance with troubleshooting, please provide Blackthorn support with access to your Salesforce org. Here’s a doc on how to do this and context on the process.

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Thank you! Your submission has been received!
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help for every stage

Support Plans

Blackthorn Payments

Growth
(required)
Premium
Enterprise
Availability
Weekdays
9-5 EST
Weekdays
7-10pm EST
24/7
Designated
Contact
General Guidance
16 business hours
8 business hours
4 business hours
System Impaired
16 business hours
8 business hours
2 business hours
Screen Share
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
1 Primary Contact
Up to 3 Contacts
Unlimited
Onboarding
(Year 1)
2 hours
3 hours
5 hours*
minimum
Quarterly
Check-ins
30 min x 4
1 hour x 4
2 hours x 4 *minimum
Developer
Support
Paid Add-On*
Paid Add-On*
Paid Add-On*

* Contact Customer Support for additional information

Blackthorn Event Management

Growth
(required)
Premium
Enterprise
Price
Greater of $1,500
or 15% of Order
Greater of $4,000
or 20% of Order
Greater of $24,000 or 25% of Order
Availability
Weekdays
9-5 EST
Weekdays
7-10pm EST
24/7
Designated
Contact
General Guidance
8 business hours
6 business hours
4 business hours
System Impaired
6 business hours
3 business hours
1 business hours
Screen Share
Chat Support
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
1 Primary Contact
Up to 3 Contacts
Unlimited
Onboarding
4 hours
6 hours
10 hours*
minimum
Quarterly
Check-ins
30 min x 4
1 hour x 4
2 hours x 4 *minimum
Developer
Support
Paid Add-On*
Paid Add-On*
Paid Add-On*

* Contact Customer Support for additional information

Blackthorn Payments

Growth
(required)
Availability
Weekdays
9-5 EST
Designated
Contact
General Guidance
16 business hours
System Impaired
16 business hours
Screen Share
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
1 Primary Contact
Onboarding
2 hours
Quarterly
Check-ins
30 min x 4
Developer
Support
Paid Add-On*
Premium
Availability
Weekdays
7-10pm EST
Designated
Contact
General Guidance
8 business hours
System Impaired
8 business hours
Screen Share
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
Up to 3 Contacts
Onboarding
3 hours
Quarterly
Check-ins
1 hour x 4
Developer
Support
Paid Add-On*
Enterprise
Availability
24/7
Designated
Contact
General Guidance
4 business hours
System Impaired
2 business hours
Screen Share
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
Unlimited
Onboarding
5 hours*
minimum
Quarterly
Check-ins
2 hours x 4 *minimum
Developer
Support
Paid Add-On*

* Contact Customer Support for additional information

Blackthorn Event Management

Growth
(required)
Price
Greater of $1,500 or 15% of Order
Availability
Weekdays
9-5 EST
Designated
Contact
General Guidance
8 business hours
System Impaired
6 business hours
Screen Share
Chat Support
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
1 Primary Contact
Onboarding
4 hours
Quarterly
Check-ins
30 min x 4
Developer
Support
Paid Add-On*
Premium
Price
Greater of $4,000 or 20% of Order
Availability
Weekdays
7-10pm EST
Designated
Contact
General Guidance
6 business hours
System Impaired
3 business hours
Screen Share
Chat Support
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
Up to 3 Contacts
Onboarding
6 hours
Quarterly
Check-ins
1 hour x 4
Developer
Support
Paid Add-On*
Enterprise
Price
Greater of $24,000 or 25% of Order
Availability
24/7
Designated
Contact
General Guidance
4 business hours
System Impaired
1 business hours
Screen Share
Chat Support
Phone
(Outbound)
Phone
(Inbound)
Who Can Open Cases?
Unlimited
Onboarding
10 hours*
minimum
Quarterly
Check-ins
2 hours x 4 *minimum
Developer
Support
Paid Add-On*

* Contact Customer Support for additional information

Ready to boost your business?

Get in touch.

Ready to boost your business?

Get in touch.