Invest in success
with Blackthorn Support
Blackthorn’s support plan provides guidance from our onboarding, customer success, and product support teams to help you meet your specific business goals.
Blackthorn Support Plan
Services
Premier Support
Cost
Availability
Kick Off (1 hour)**
Admin and User Docs
Access to Public Documentation and Webinars
General Inquiry Response Times
High Priority Response Times
System Impaired Response Times
Advanced Configuration Support (up to 3 hours)**
Reverse Demo (1 hour)**
Advising Sessions (Each year)
Access to the Blackthorn Community (2021)
Proactive Case Monitoring
Phone (Outbound)
Live Chat
$3,950 (£2806, €3406) or 20% of license cost
US | M-F 4a – 8p EST (excluding holidays)
AUS | M-F 8a – 12am AEST (excluding holidays)
3 Business Hours
2.5 Business Hours
1 Business Hour
2 Users*
*Contact Customer Support for additional information
**First year only
Services
Premier Support
Cost
Availability
Onboarding
Dedicated Onboarding Manager
Kick Off (1 hour)**
Team Trainings and Advisement Sessions
Reverse Demo
Post-Onboarding Review
Ongoing Customer Success (Post-Onboarding)
Named Customer Success Manager
Annual Business Review / ROI Alignment
Monthly Cadence
Quarterly Cadence
Continued Education / Adoption
Reverse Demo / Advisement Sessions
Customer Support
Documentation and Webinar Access
Knowledge Base Access
General Inquiry Response Times
High Priority Response Times
System Impaired Response Times
Community Access
Proactive Case Monitoring
Phone (Outbound)
Live Chat
$3,950 (£2806, €3406) or 20% of license cost
US | M-F 4a – 8p EST (excluding holidays)
AUS | M-F 8a – 12am AEST (excluding holidays)
3 Sessions
Included if >$12k ARR
As Requested
Calls as Requested
As Requested
4.5-6 Business Hours
3 Business Hours
1 Business Hour
2 Users
**First year only
How We Support You
Kick Off
Our team will meet with your team to understand your use cases, expectations, and goals. We will then collect a list of success metrics from your team. Why are we doing this? After you are live with our product, we can check in with you on your determined cadence and utilize our quantitative data against your original metrics to determine how successful you are with our product, where you want to improve, and increase adoption.
Admin and User Docs
These are documents that your admins and users can use to get Events or Payments up and running quickly. These documents have a specific checklist to follow with supporting videos.
System Impaired
You are live and there is an issue with a checkout that is preventing your customers from making a payment, donation, or being able to register for an event. This only includes: DocumentLink, PayLink, Event Registration, and AttendeeLink.
Advising Sessions
Include the Blackthorn Team as your trusted advisors. We can work together to increase the adoption of our product and support you with your business initiatives. This will include office hours, reviewing your monthly registrations and usage, connecting you with other customers in your industry, working through new use cases, showing you our roadmap, etc. Anything. You name it!
High Priority Response Times
Have an issue that is blocking you from UAT or Go Live? Any issue that you need help with but it isn't impacting live registration, payments, or donations.
Proactive Case Monitoring
Our support team will generate a report of your cases, then provide it to your customer success manager who will follow up to discuss open issues, best practices, updates, etc.
Access to the Community
1. Manage and monitor open cases.
2. View historical cases.
3. Engage with Blackthorn and other members.
Big benefit here is you will be in a community with other customers that host events and take payments. You’ll be able to make connections and learn how other companies are handling similar use cases.
General Inquiry Response Times
Have a question or idea that you want to run by the team? Send us a message and we'd love to chat!
Advanced Configuration Support (up to 3 hours)
Architectural Assistance
Discuss specific use cases
Additional training with our app based on needs
Configuration sessions
Review UAT feedback
Support Plan
We're here when you need us! Whether you need a lot of help or a little, we have a Support Plan to fit your budget. Take a look at our available options and see how we can help you meet your unique business goals.
Our Partners
We work with Salesforce Implementation and Appexchange solutions to help businesses succeed. Does your customer have questions about events or payments? Want to find out more about our partnership program? We're here to help.
View Documentation
Anyone can be a wizard with Blackthorn apps. Check out our documentation and let us know if you have questions!
Try For Free
Try before you buy with a free 3-day trial of Blackthorn Events.
Our Partners
We work with Salesforce Implementation and Appexchange solutions to help businesses succeed. Does your customer have questions about events or payments? Want to find out more about our partnership program? We're here to help.
View Documentation
Anyone can be a wizard with Blackthorn apps. Check out our documentation and let us know if you have questions!
Ready to boost your business?