Dedicated Support

Enterprise support options and SLAs.

Support Team

Your Dedicated Team

Role	Responsibility
Customer Success Manager (CSM)	Strategic guidance, adoption
Technical Account Manager (TAM)	Technical issues, integrations
Support Engineer	Day-to-day support
Executive Sponsor	Escalation path

Contact Methods

Channel	Availability	Best For
Email	24/7	All issues
Phone	Business hours	Urgent issues
Chat	Business hours	Quick questions
Slack/Teams	Business hours	Ongoing communication
Portal	24/7	Ticket tracking

Service Level Agreements

Response Times

Priority	Response	Update Frequency
P0 (Critical)	4 hours	4 hours
P1 (High)	8 hours	8 hours
P2 (Medium)	1 business day	Daily
P3 (Low)	2 business days	Weekly

Priority Definitions

P0 - Critical

Platform completely unavailable
Security vulnerability in production
Data loss or corruption
All users affected

P1 - High

Major feature unavailable
Significant performance degradation
Workaround exists but limited
Many users affected

P2 - Medium

Feature partially working
Minor performance issues
Reasonable workaround exists
Some users affected

P3 - Low

Minor issues
Feature requests
Documentation questions
Few users affected

Resolution Targets

Priority	Target Resolution
P0	24 hours
P1	48 hours
P2	5 business days
P3	Best effort

Support Scope

Included

Platform troubleshooting
Configuration assistance
Integration support
Best practices guidance
Training sessions
Quarterly business reviews

Additional Services

Available for purchase:

Custom development
Dedicated training
On-site consulting
Extended hours support

Escalation Path

Standard Escalation

Support Engineer
      ↓
Technical Account Manager
      ↓
Support Manager
      ↓
Executive Sponsor

How to Escalate

Request escalation in ticket
Contact TAM directly
Contact CSM for business issues
Executive escalation for critical

Proactive Support

Regular Touchpoints

Activity	Frequency
CSM check-in	Weekly/Monthly
TAM technical review	Monthly
Quarterly Business Review	Quarterly
Annual planning	Annually

Monitoring

We monitor:

Platform health
Usage patterns
Error rates
Performance metrics

Proactive outreach for:

Anomalies detected
Upcoming maintenance
Feature updates
Best practice opportunities

Training

Included Training

Admin onboarding
User training sessions
Best practices workshops
New feature training

Training Options

Format	Description
Live virtual	Interactive sessions
On-site	In-person training
Self-paced	Documentation and videos
Custom	Tailored to your needs

Documentation

Enterprise Resources

Private documentation portal
Custom runbooks
Integration guides
API documentation

Knowledge Base

Searchable articles
Video tutorials
Best practices
FAQs

Maintenance

Scheduled Maintenance

Advance notice: 5 business days
Maintenance window: Weekends preferred
Communication: Email + dashboard
Duration: Minimized

Emergency Maintenance

Critical security patches
Urgent bug fixes
Minimal notice as needed
Status page updates

Reporting

Regular Reports

Report	Frequency
Usage summary	Monthly
Support summary	Monthly
Security posture	Monthly
QBR presentation	Quarterly

Custom Reports

Request custom reports for:

Compliance needs
Executive updates
Trend analysis
ROI measurement

Service Credits

SLA Credits

If we miss SLA targets:

Miss Rate	Credit
< 99.9% uptime	10% monthly
< 99% uptime	25% monthly
< 95% uptime	50% monthly

Claiming Credits

Report incident
We verify SLA miss
Credit applied automatically
Reflected in next invoice

Communication

Status Updates

Status page: status.blocksecops.com
Email alerts for incidents
In-app notifications
RSS feed available

Newsletters

Product updates
Feature announcements
Security advisories
Best practices

Feedback

Providing Feedback

We value your input:

CSM conversations
QBR sessions
Support surveys
Feature requests

Product Roadmap

Enterprise customers receive:

Roadmap previews
Beta access
Feature prioritization input
Early access programs

Contact Information

Standard Support

Email: [email protected]
Portal: support.blocksecops.com

Your Team

Contact details provided during onboarding:

CSM direct line
TAM direct line
Emergency contacts

Emergency

For P0 issues outside business hours:

Emergency hotline (provided)
On-call escalation

Next Steps

Save your team's contact information
Bookmark the support portal
Review SLA documentation
Schedule onboarding with CSM