The Blanchard SmartSupport Process
Our help desk technicians will gather the pertinent information from your issue, and research our knowledge base to determine whether we have a previously found resolution. If not, then we attempt to replicate the problem. If the issue cannot be replicated, it is escalated to the manufacturer. Should escalation be required, we act as your liaison with the manufacturer. Once we resolve your issue, we follow-up within seven days to ensure that the resolution was satisfactory, and no other issues have developed.
We also offer support to those customers who take manufacturer support but encounter issues that are excluded by the manufacturer. This gives you the flexibility to choose the support terms that fit your budget and technical expertise.