Welcome to Blackbaud
Welcome to Blackbaud
Welcome to Blackbaud
Our Commitment to You
Thank you for giving us the opportunity to partner with you. We understand
the important role our solutions play in helping you fulfill your mission, and we
are committed to:
1. Providing exceptional customer service.
2. Offering comprehensive resources.
3. Hiring and developing great people to
support you.
4. Listening to your feedback to improve
our products and services.
5. Living our mission: “Service to others
makes the world a better place.”
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© 2010 Blackbaud
Welcome to Blackbaud
Customer Support
When you contact our support team, you can expect to work with top-quality
analysts who take pride in giving you the industry’s best customer support.
Working with you to make the world a better place is our mission, and we are
dedicated to providing you with prompt, accurate, and courteous service
every time.
Our customers are at the heart of everything we do, and your feedback is
invaluable to us. We invite you to let us know what we are doing well and
how we can improve by participating in our annual and case surveys.
Review our Customer Support Satisfaction
Report for more information on our surveys,
changes we've made in response to your
feedback, and upcoming improvements.
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© 2010 Blackbaud
Welcome to Blackbaud
Contacting Support
If you have questions about our products, we want to answer them right
away. Our support resources are available 24/7 to get you the help you need
when you need it. You can also contact Support using one of the following
methods:
•
•
Create a case online by selecting Case Central from our website’s Support
menu. Send us your question or a description of your problem, and we’ll contact
you with the resolution.
Call 800.468.8996 and speak with one of our analysts. We’ll document the
discussion in a case that you can later access on Case Central.
For information about how to contact
Support and what to expect when you do,
review our Customer Support Guide.
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© 2010 Blackbaud
Welcome to Blackbaud
Contacting Your Account Manager
Looking to purchase additional user licenses or receive a price quote?
Want to learn more about optional modules, other Blackbaud products,
or services such as consulting or training? Your account manager is
available to assist you with questions such as these that are unrelated to
software functionality.
To contact your account manager,
call 800.443.9441 or email
solutions@blackbaud.com.
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© 2010 Blackbaud
Welcome to Blackbaud
Software Updates
Throughout the year, we release new versions of our software that are
available as a benefit of your maintenance plan. In between major releases,
we correct issues that have been reported in the current version by providing
a patch.
To obtain the latest release, select Downloads from our website’s Support
menu and then select your product. Let us know if you prefer to receive a CD.
Review the installation instructions and then download and install your
product’s latest version.
Before downloading a patch, review the
patch readme for the list of issues resolved.
We recommend installing a patch only when
it resolves an issue that affects your
organization.
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© 2010 Blackbaud
Welcome to Blackbaud
Website Login
Our online resources can help you make the most of your software and
resolve any issues you may encounter. Many of our resources are benefits of
your maintenance plan, so you will need to log in to access them.
If you don’t have a login, ask your organization’s site administrator to add you
to our records. For more information, visit Login Help.
• If you need your user name or password,
click the corresponding link on the Log In
page.
• Make changes to your information in our
records by visiting your profile.
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© 2010 Blackbaud
Welcome to Blackbaud
Privacy and Security
We are committed to protecting your privacy and ensuring your security online.
To keep your information safe, we adhere to the following website standards:
• Your email address must be unique.
• User names and passwords must
contain at least six characters.
• Passwords must contain a combination
of letters and numbers or special
characters.
• You must select a security question and
answer.
For more information, review our privacy policy and website security policy.
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© 2010 Blackbaud
Welcome to Blackbaud
Support Resources
We’ve put together many support resources to get you the help you need
when you need it:
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Help File
Knowledgebase
Alerts
Frequently Asked Questions
Forums and User Groups
Blogs
Support Newsletters
User Guides
© 2010 Blackbaud
Welcome to Blackbaud
Help File
Did you know answers to your software questions are right at your fingertips?
While working in the software, select Help Topics from the Help menu bar to
open an extensive help file.
Type keywords in the help file’s search
field to find specific information about a
process or function.
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© 2010 Blackbaud
Welcome to Blackbaud
Knowledgebase
Knowledgebase is the first place to go when you have questions or need to
troubleshoot software issues. To get started, select Knowledgebase from our
website’s Support menu. Then, simply type a search phrase or keywords to
describe your question or issue (or enter the solution ID) in the question box and
click Ask. If you don't see your answer, use the filters on the left side of the
screen to narrow down your results.
For an informative overview, visit
Knowledgebase Help and watch our
short video demos:
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Search demo
Alerts demo
Subscriptions demo
Feedback demo
© 2010 Blackbaud
Welcome to Blackbaud
Alerts
Alerts automatically display on the Knowledgebase Home page above the
Ask a Question box. They appear based on the Blackbaud products your
organization owns and may include software release announcements,
notifications about critical issues, and information about special support
hours.
Recent alerts will display on the Knowledgebase Home page until you click
their titles to read them. You can also click Alerts in the Knowledgebase
banner to see all current alerts for your products.
For more information, visit Knowledgebase Help and watch the
Alerts demo.
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© 2010 Blackbaud
Welcome to Blackbaud
Frequently Asked Questions (FAQs)
Find answers to the most frequently asked questions about your software by
selecting FAQs from our website’s Support menu.
We update the FAQs each month based on the solutions you view in
Knowledgebase and the questions you ask support. Each question is a link to
a Knowledgebase solution.
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© 2010 Blackbaud
Welcome to Blackbaud
Forums and User Groups
Our forums and user groups connect you with fellow Blackbaud software
users. They’re a great way to share best practices with your peers and
solicit feedback from other experts.
•
Post questions and respond to other
users online by selecting Forums from
our website’s Support menu. There are
forums for each product as well as a
database administrators’ forum and many
industry-specific forums. Visit Forum
Guidelines to get started.
•
Meet other software users in your
community by attending a user group.
They are hosted by customers and
facilitated by Blackbaud staff.
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© 2010 Blackbaud
Welcome to Blackbaud
Blogs
Follow our employees as they provide insights into Blackbaud products,
nonprofit technology, and web culture. Each blog has a different focus, and you
can participate by commenting on and rating the blogs. Here are three ways to
get started:
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Find a blog and start reading and
commenting.
Scan the blog aggregator for a
story that interests you.
Subscribe to the RSS feed and let
the content come to you.
© 2010 Blackbaud
Welcome to Blackbaud
Support Newsletters
Our support newsletters keep you informed about the latest software
information and contain tips for using your software effectively. We encourage
you to subscribe to the newsletters that correspond to the software you use.
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•
To subscribe, click your name at the top
right of any page to access your profile,
click View Subscriptions, mark the
checkbox beside the newsletters you
want to receive, and click Submit.
•
Recent issues are online in the Support
Newsletters section of our website.
© 2010 Blackbaud
Welcome to Blackbaud
User Guides
Review the user guides for step-by-step instructions and in-depth explanations.
To access the guides, which open in Adobe Reader, select Help from the
software’s menu bar or select User Guides from the Support menu of our
website.
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•
Press CTRL + F to find a specific word or
phrase.
•
To purchase printed copies, email
manualrequest@blackbaud.com.
© 2010 Blackbaud
Welcome to Blackbaud
Training
Our training curriculum and instructors are second-to-none when it comes to
Blackbaud product knowledge and nonprofit expertise, and we make both very
accessible to you through Blackbaud Learn, an annual training subscription.
Blackbaud Learn provides the ongoing skill development and job knowledge
training your staff wants and needs, including instructor-led and self-paced,
strategy and best practices, exclusive "Q&A", and new classes every month.
We also offer tailored curriculum if one-toone or onsite training will better meet your
organization's needs.
Select Training from our website's Services
menu to learn more about your available
training options.
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© 2010 Blackbaud
Welcome to Blackbaud
Consulting Services
Our number one goal is to help you succeed. Our consultants pull from expertise
as fundraisers, Big Four consultants, CPAs, and technology experts to help you
realize your goals. They know what you’re going through — many of them come
directly from the nonprofit community.
We understand that every organization is different, and we offer a broad range of
implementation and consulting services to make sure you get the most from your
solution.
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Business Improvement
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Project Management
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Change Management and Training
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Conversions
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Customizations
© 2010 Blackbaud
Welcome to Blackbaud
Policies and Procedures
We recommend you document your organization’s policies and procedures to
help ensure consistent data entry and efficiency. It can be used as a training
guide for new employees and volunteers, while serving as a resource for
handling infrequent tasks.
Update your policies and procedures
manual whenever you change your
processes or encounter a new situation.
You can review examples of other
organizations’ policies and procedures
manuals or share your own on our forums.
Visit Shared Client Documents to get
started.
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© 2010 Blackbaud
Welcome to Blackbaud
What Next?
•
Read our Customer Support Guide.
•
Verify with your organization’s site administrator that you are listed in our
records and confirm your website login.
•
Subscribe to the newsletters of your choice.
•
Visit the FAQs and review the answers to the most frequently asked
questions about your products.
•
If you have any questions, please call us at 800.468.8996 (option 4, sub
option 1) or email customercare@blackbaud.com. We’re glad to help you!
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© 2010 Blackbaud