After Hours support (on-call or action) may be used without additional fees or rates for Severity 1 issues.
Severity 1: The user reports a software error that causes complete loss of service and work cannot reasonably continue. That is, users cannot log in to the application, or critical functionality is completely unavailable -- the application cannot continue because a vital feature is inoperable.
Note: Please use the Severity 1 classification with great care, so that valid Severity 1 situations receive the necessary resource allocation from Blackbaud.
Toll Free Number: 800-468-8996
We'll ask you to provide your organization's site ID, specify if your question is critical, and select your product to ensure we connect you to the right analyst as quickly as possible. Your organization’s unique site ID is listed on your invoices, statements, and in your Blackbaud.com profile.
Press 1 for Customer Support
Press 8 to indicate that the case is Critical or Down
Press 5 for CRM Products
Press 7 for Team Approach