Blackbaud Support Overview

Welcome to the Blackbaud family! We understand the important role our software solutions play in helping you fulfill your mission, and we are committed to providing exceptional customer service.

Support Resources

We offer a wide array of support resources to get you the help you need when you need it. Our online resources are available 24/7 to assist you in answering questions and resolving issues.

• Forums - Select Forums from the Support menu to post questions and share ideas with your peers in the nonprofit community.
• User Guides - Access instructional user guides and manuals directly within the software.
• Case Central* - You can create new cases (i.e., tickets) and manage existing cases online using Case Central, Blackbaud's secure case management tool:
  1. Select Case Central from the Support menu on Blackbaud's website.
  2. If you need assistance with a new question or issue, contact us by clicking Create a Case.
  3. To review your cases, check their statuses, and add notes to open cases, click Case Search.
• In the works: Knowledgebase* - We are working to develop an online knowledgebase for Sphere so you can easily find answers to your questions. We will let you know as soon as it's available!

*Note: Many of our online resources are benefits of your maintenance plan, so you will need to log in to access them. If you do not already have a login for our website, your site administrator can invite you to create one. To log in, click Please Log In at the top of any page. Visit Login Help if you have any trouble.

Contacting Support

When you have questions about our products, we want to answer them right away. Our online resources are always available, and you can also contact Support using one of the following methods:

• Case Central - For non-critical questions or issues, create a case online by selecting Case Central from the Support menu on our website. (If you don't have a web login, contact your site administrator.) We automatically prioritize each case by creation time and severity so you will receive assistance in a timely manner from the next available analyst.
  
  
• Phone Support - If you have a critical or time-sensitive issue, call Support to speak with the next available analyst. We'll ask you to provide your organization's site ID so we can route your call accordingly. Your site ID is listed in the Default Organization Information section of your profile on our website.
  
  Quick Phone Reference Guide - Call 858.795.3111 and choose the type of support you need by selecting numbers 1 through 4 on your phone.
  Note: Your constituents (donors, walkers, volunteers, members, etc.) should call 858.795.3090 for any Blackbaud-related issues.
  
  1 - Sphere Support
  2 - P!N Support
  3 - FundWare
  4 - Billing
      (Note: If you have billing questions about The Raiser's Edge, contact Blackbaud Customer Service at 800.468.8996.)
  
  If you select Sphere Support, select from an additional menu of options numbers 0 through 6 specific to areas in Sphere.
  
  0 - Current System Status
  1 - Events
  2 - Reporting / Data / Administration
  3 - CMS / e-Commerce
  4 - Advocacy / CTSG
  5 - E-communications / E-mail / E-news
  6 - Other
  
  Sphere Support Categories
  • Events (Submenu 1)
    • Friends Asking Friends
    • Golf
    • Gala
    • Quick Event
    • VIP
    • Forms (all)
      
  • Data / Administration (Submenu 2)
    • Individuals
    • Organizations
    • Opportunities
    • Data Management
    • Data Import/Export
    • Reports
    • Planning
    • Administration
    • Membership
    • Units
      
  • CMS / Advocacy / Custom FAF (Submenus 3 & 4)
    • CMS
    • Standalone Web Pages
    • Style sheet Library
    • Auction
    • E-commerce
    • Memorial & Tribute
    • Domain Redirects/SSL certificates
    • Legislative updates
      
  • E-communications (Submenu 5)
    • E-mail (all types)
    • Acknowledgements (Letters)
    • Mailings (Direct Mail)
    • E-newsletters
    • E-mail hosting/forwarding
    • Spam control/best practices