Fireblocks Global Platinum Support
Fireblocks Global Platinum Support is an annual subscription offering that provides our top clients with access to a designated support engineer committed to maximizing the value and performance of the Fireblocks platform. This includes 24/7/365 comprehensive support and proactive assistance.
The Platinum support engineer will deliver advanced technical account management with extended availability and internal advocacy for the customer within the Fireblocks ecosystem.
The Service will be focused on providing Professional, Proactive, and Personal attention to the Fireblocks Platinum Support customers.
Premium Package
The Premium Package is a customer-centric selection that offers designated support, ensuring you receive personalized attention and service excellence to make the most of the Fireblocks platform.
Platinum Package
This package creates the ultimate partnership between the customer team and their designated Platinum engineer. It establishes a tailored expert support team to maximize the value and performance of the Fireblocks platform.
Fireblocks Global Platinum Support
Fireblocks Global Platinum Support is an annual subscription offering that provides our top clients with access to a designated support engineer committed to maximizing the value and performance of the Fireblocks platform.
| Premium Support | Platinum Support |
|---|---|
| Coverage Hours |
24/7
|
| Support Resources |
Designated TAM
|
| Support Coverage |
Fast path to Senior
|
| Online Documentation and Help Center |
|
| Technical Slack Channel |
|
| Weekly Cadence |
|
| Quarterly Reports |
|
| Policy Management Assistance (TAP) |
20 Requests
|
| RCA on Demand |
|
| 24/7 /365 Hotline for Urgent Escalations |
|
| Platinum Support Hours |
|
| Target Resolution SLA |
|
Glossary
Designated Platinum Engineer
Platinum & Premium customers will receive support from a designated engineer, specific to their timezone.
Weekly Cadences
Platinum & Premium customers will be entitled to weekly cadences with their TAM to ensure alignment.
Root Cause Analysis
For Platinum & Premium customers Fireblocks teams will collaborate on analyzing impactful events for compliance and strategy enhancement.
Quarterly & Annual Reports
Platinum & Premium customers will be entitled to annual/quarterly QBRs.
RnD Prioritization
Platinum & Premium customers will benefit from internal advocacy with RnD leading to swifter resolution and best practice implementation.
Policy Management
Platinum customers will be entitled to unlimited change requests. Premium customers will be entitled to 20 annual change requests.
24/7 Support (Platinum)
Platinum customers will be entitled to a 24/7 Support Hotline.
Platinum Support Hours (Platinum)
Platinum customers will receive access to 80 annual consultation hours for onsite/offsite support.
Target Resolution SLA (Platinum)
Platinum customers enjoy the added benefit of a Target Resolution SLA, ensuring timely and efficient resolution of any issues they raise.
FAQs
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Global Platinum Support is an annual subscription service that provides a professional designated support engineer who establishes a tailored direct service partnership with the customer team and is dedicated to delivering comprehensive service to swiftly and effectively fulfill the customer’s key needs, which leads to success.
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Enterprise Platinum customers benefit from a more customized and personal relationship, which guarantees constant, superior support from a professional Platinum Support engineer who is familiar with the customer environment and whom they can rely on.
This unique support service offers the finest way to receive comprehensive, superior support from the most senior engineering team.
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Onsite/offsite Platinum days can be utilized for various purposes that can be agreed upon between the customer and the Platinum Services representative. For example:
- Accompanying extraordinary projects
- Attending QBRs
- Maintenance windows
- Platinum support Training/workshops
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During the unavailability or absence of the assigned engineer, the customer has several ways to get a quick response:
- In case of planned time-off, the customer should receive contact details of a backup Platinum engineer who will take care of the open topics during this time
- Call the 24/7 Platinum Hotline to receive assistance from the Platinum group directly
- In an urgent situation, the customer can contact the engineer’s manager directly
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