Welcome to Blackbaud We're excited to welcome you to the Blackbaud family, whether your organization has recently partnered with us or you've just joined an organization that uses our solutions.
Getting Started Our commitment to you includes providing you with exceptional customer service. We hope you'll find these resources helpful as you get started with our solutions and support: - Review our Welcome to Blackbaud PowerPoint (PPT) presentation. To download it, right-click the link and select Save Target As.
- Read our Customer Support Guide for detailed information about Customer Support, including how to contact Support, frequently asked questions about cases, and our Service Level Agreement (Appendix A). To download the PDF, right-click the link and select Save Target As.
- Search Knowledgebase when you have questions or need to troubleshoot software issues. Support analysts daily create and update solutions to document the questions they receive, so there is a wealth of information available in this valuable resource. For an informative overview, visit Knowledgebase Help or watch a short demo.
To share this information with new users at your organization, feel free to send them this sample email. 
Your Software Shipment If your organization has just purchased our software, we'll ship it to you within seven business days of receipt of the signed purchase agreement. To update your software, download the latest version and patch from our website.
How to Contact Us We're eager to help you make the most of your software. If you have any questions, please contact us. If your organization is in the process of implementation, please contact your client manager, client partner, project manager, or coordinators directly. After your implementation is complete, contact Support when you have questions related to software functionality, such as how to run a report or export data. Create a case online or refer to Appendixes C and D in our Customer Support Guide for our support phone menus. When you call us, we'll ask for your organization's site ID so we can assist you more quickly. Your organization's site ID is in the Default Organization Information section of your profile. Contact your account manager when you have questions unrelated to software functionality; for example, to purchase additional user licenses, receive a price quote, and learn more about optional modules, Blackbaud products you do not own, and additional services such as consulting or training. To contact your account manager, call 800.443.9441 or email solutions@blackbaud.com.
Website Logins for Your Staff We’ve put together a lot of resources to get you the help you need when you need it. They're available to members of our Blackbaud Advantage maintenance programs, so you need to be logged into our website to access most of them. The person who signed your purchase agreement is your organization's first site administrator and can add new users at your organization to our records and let them create web logins. From their profile, they click Invite User on the left and follow these simple steps: - Enter the user's first name, last name, and email address and click Submit.
- Select the user's main role and click Submit.
The new users will automatically receive an email with a secure link, which will allow them to create their own unique web profile and be added to our records. Your organization can have as many site administrators as you'd like. The first site administrator can invite all users or can invite just a few others and make them site administrators so they can invite everyone else. After your login has been created, simply click Please Log In at the top of any page. If you have any trouble, visit Login Help, which includes a short demo.
Training A well-trained staff is your organization’s greatest asset. When everyone in your office knows how to use your software to its fullest potential, you can rest assured that you are getting the most out of your investment. For your convenience, we offer a wide range of training options to give everyone in your office the tools they need to succeed. Visit the Training section of our website to view class schedules and register online.
If your purchase agreement includes training, each attendee can enroll in classes online or you can email the list of all attendees to bbu@blackbaud.com. In your email, please include the class name and dates and each attendee's first name, last name, and email address. - Training Pass
If your purchase agreement includes a Training Pass, everyone at your organization has unlimited access to Blackbaud University training in Charleston and regionally, instructor-led distance learning classes, and eLearning Library, a self-paced collection of online software lessons. - eLearning Library
If your purchase agreement includes eLearning Library, everyone at your organization has unlimited access to our a self-paced collection of online software lessons. To access eLearning Library, staff members use their website logins. If they don't know their logins, they can click the Need your User Name? and Need your Password? links on the Log In page. Visit Login Help or watch a short demo if you need help.
Invoices You'll receive an invoice for each purchase agreement your organization has signed. Invoices, which we send via email, are due upon receipt. We also mail a copy of each invoice for your records. If you have questions about an invoice, please email invoice@blackbaud.com or call 800.468.8996. If applicable, two weeks after the invoice date, we will follow up via email and phone to determine if we can assist you with any questions or note the upcoming payment date. |
