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Reporting BBID outages?

Brian Hoyt

How do we report issues with BBID? Since we can't get to sites like https://community.blackbaud.com/ or https://support.blackbaud.com/ when BBID is down is there any choice other than to call? I started a call 11:41 AM EDT to 800-443-9441 and hung up after being on hold for 40 minutes. The first update on Blackbaud Status didn't get posted until 12:07 PM a full 30 minutes after the outage began. Is there a reporting process for BBID outages?

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Comments

Scott Chrysler

Brian -

Great question. Eager to hear the response.

Scott

Bryna Gleich

This thread appears to be related to the discussion in https://community.blackbaud.com/forums/viewtopic/300/54700

Brian Hoyt

Yes I started both threads. However this one had a different question. When an issue is affecting BBID and thus we can't access support chat what options do we have to report issues?

Coco Parham

I have had to call them. I do have the Blackbaud Status web page saved to check to see if it is already reported.

Scott Chrysler

Brian -

Just had the thought to use the "system critical/down" option in the initial phone-in menu which might bypass the extended support queue should an issue like this arise again.

Scott

Susan Ott

My boss chose that option when he called, was on hold for 40 minutes before hanging up (because it finally showed up on the status page).

Faith Murray

I know it can be frustrating, but I think it's natural for there to be a certain (short) time delay before an issue appears on the Status page. First, BB has to become aware of the problem, then in the midst of fielding a sudden huge influx of support calls/chats they have to report it to their tech team, the tech team would need to try to identify it and then pass it to their website updater to post the information online. Half an hour is frustrating for us on the client end, but not really that long of an interval. I'm sure they had hundreds of calls descend upon their staff all at once.

It would be nice if there were just an email we could send updates to -- or if we could create our own new cases on Case Central by submitting a message. Then we don't have to wait on hold to be able to explain the problem to support staff.

I did find the call numbers for BB's regional offices, which might have a lighter call load than the main support line in the event of a massive call waiting time. There is also your personal account representative you can email. But honestly, none of these people would probably know what was going on until the tech staff have had their half hour to identify the problem anyway. Most of the time when I call support, the first thing they do is reference the Status page; then if there is no reported issue there, they check out the KB files and then thirdly, contact tech.

Karintha Marshall

Faith Murray:

It would be nice if there were just an email we could send updates to -- or if we could create our own new cases on Case Central by submitting a message. Then we don't have to wait on hold to be able to explain the problem to support staff.

Yes, an email inbox by solution would be very helpful/effective for situations like this. If we can't communicate directly with a rep to report an issue I'd like to know there's some way I can communicate that I'm an impacted client to Blackbaud.

I hadn't submitted a ticket for the issue since it was already posted on the status page, but I still got an email about the issue - this tells me they were trying to let customers know on a large scale that they're aware of the issue and working on it. It came like 3 hours after the first report though.

This outage made it clear that routing all online support channels through BBID is problematic.