Altru Phone and Chat Support are available Monday through Friday 8:30am-8pm EST, depending on your support level purchased.  Altru Phone Support is also available Monday through Friday after 8pm EST and on the weekends at no additional cost regardless of your support level for down and critical issues.
 
During Business Hours:
 
Depending on your Support level purchased, you can contact Customer Support via Call 1-800-468-8996 and press 1 for Support.
 
You will be prompted to:
  • Enter your existing case number (if you have one) followed by # 
  • Enter your site ID (found on your invoice, statement, and in your Blackbaud.com profile) followed by #
Note: If you do not know either number, press #.
 
Next, select 9 for Altru Support team.
 
If you are calling between the hours of 6-8pm EST (3-5pm PST), please leave a voicemail with the following information and we will return your call before 8pm EST: your name, site id, organization name, and a brief description of your issue.

After 8pm EST Monday through Friday and Weekends:
Please note that after business hours, we only support down and critical issues. If you have a mission critical issue, you can contact Customer Support via phone.

Call 1-800-468-8996.  Stay on the line for Afterhours Support.
 
You will be prompted to:
  • Enter your site ID (found on your invoice, statement, and in your Blackbaud.com profile) followed by #
Note: If you do not know your site id, press #.
 
Next, select 9 for Altru Support team.
 
Please leave a voicemail with the following information and we will return your call within one hour: your name, site id, organization name, and a brief description of your issue.