We are now on the 7th business day of a high-priority, escalated case that has gone nowhere. A student who was successfully using the LMS in first period suddenly received a persistent “oops!” error in second period, across all devices and networks. This points clearly to a back-end issue.
After several days of back-and-forth with irrelevant KBs, I was told the case would be sent to development. I escalated it last Friday, but have received no update since.
This is not the first time a student has been locked out of the LMS for days or weeks due to stalled support. Parents are paying significant tuition, and we—who pay Blackbaud substantial sums each year—are held accountable to them. Yet Blackbaud support does not seem accountable to us.
When a high-priority case stalls like this, what response and resolution timelines should schools reasonably expect? What process should we rely on to get issues like this addressed quickly and effectively?
