Tips for Contacting Hosting Support
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When you have questions while working in Blackbaud Hosting Services, there are several options for reaching out to Support for assistance – our online Chat, creating a case on Case Central, or calling Customer Support at 1-800-468-8996. In this post, we will discuss the information you can have ready to provide to Hosting Support in order to ensure the fastest resolution.
1. The Data Center URL that you use to access your hosted applications. The standard URLs are:
2. The name of your application server. It is always helpful to have the name of the application server you are accessing included in the case notes. Steps for finding the server name can be found in our previous post, Your Hosting Application Server.
3. The full text of a prompt encountered. If you encounter a prompt and you’re not sure what it means, Support will need to know the exact verbiage of the entire message. Case Central includes an option to attach a file when creating a case, so if you prefer not to type out the entire verbiage, you can save a screenshot and attach it instead– just make sure to note in the case that there is an attachment.
4. The version of Citrix that is currently installed on your machine. This information is only needed if you are reporting an issue. Details on how to determine the Citrix version, including a short demo video, can be found in our Knowledgebase solution, How to check the version of Citrix installed.
5. Authorization Forms. If you are requesting a copy of your data, or need to restore the hosted data to a backup, then Support will need an authorization form filled out by a primary contact, site administrator, or other authorized representative. To expedite this process, you can fill out the appropriate form and attach it when creating your case on Case Central. Copies of the forms can be found at the following links:
6. Appropriate case severity. Step 3 in creating a case on Case Central includes a drop-down menu for Severity. This field is especially important for certain cases such as restoring the hosted data to a previous point in time. If this case has a severity of “Problem”, this may not match the level of urgency that your organization has for this case. In that instance, a severity of “Critical” or “Down” may be more appropriate.
7. Any additional details you think the analyst will need in order to answer your question!
If you have questions, please create a case on Case Central, choose your product, and select the Blackbaud Application Hosting topic or contact our Hosting Support team using our chat feature.
1. The Data Center URL that you use to access your hosted applications. The standard URLs are:
- Boston: https://login2.blackbaudhosting.com
- Orange County: https://login1.blackbaudhosting.com
- Vancouver: https://appsca.blackbaudondemand.com
- Sydney: https://login4.blackbaudhosting.com
2. The name of your application server. It is always helpful to have the name of the application server you are accessing included in the case notes. Steps for finding the server name can be found in our previous post, Your Hosting Application Server.
3. The full text of a prompt encountered. If you encounter a prompt and you’re not sure what it means, Support will need to know the exact verbiage of the entire message. Case Central includes an option to attach a file when creating a case, so if you prefer not to type out the entire verbiage, you can save a screenshot and attach it instead– just make sure to note in the case that there is an attachment.
4. The version of Citrix that is currently installed on your machine. This information is only needed if you are reporting an issue. Details on how to determine the Citrix version, including a short demo video, can be found in our Knowledgebase solution, How to check the version of Citrix installed.
5. Authorization Forms. If you are requesting a copy of your data, or need to restore the hosted data to a backup, then Support will need an authorization form filled out by a primary contact, site administrator, or other authorized representative. To expedite this process, you can fill out the appropriate form and attach it when creating your case on Case Central. Copies of the forms can be found at the following links:
- Customer Authorization Form for US and Canada
- Customer Authorization Form for Blackbaud Europe
- Customer Authorization Form for Blackbaud Pacific
6. Appropriate case severity. Step 3 in creating a case on Case Central includes a drop-down menu for Severity. This field is especially important for certain cases such as restoring the hosted data to a previous point in time. If this case has a severity of “Problem”, this may not match the level of urgency that your organization has for this case. In that instance, a severity of “Critical” or “Down” may be more appropriate.
7. Any additional details you think the analyst will need in order to answer your question!
If you have questions, please create a case on Case Central, choose your product, and select the Blackbaud Application Hosting topic or contact our Hosting Support team using our chat feature.
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Raiser's Edge® Blog
09/12/2013 1:24pm EDT
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