Is there any way to escalate a support case?

Patrick Lunn

We've been completely down for a day, with zero communication on the case I lodged yesterday morning as soon as support chat opened. I log in this morning, and there's no progress on the problem, and still no communication. I swear the last time I moved an org to FE, the tech support was much, much better whenever issues arose. Being completely down for 24 hours now, with not even a single progress update, is just not acceptable. Can this be escalated in some way?

No one can do anything in our database, not me, not our implementation consultant, not at the office, not at home. It's as if we all have view-only access - we can view things, but actually trying to enter, post or reconcile anything causes nothing but a green dot.

Alex Wong

I have not heard from my finance team on FE being down. Are you hosted by Blackbaud?

Blackbaud Status also doesn't show any issue.

Austen Brown

Reach out to your Customer Success Manager (CSM) - info found in your BB admin account page, and your Account Rep. They can escalate the case and advocate for your org from within BB.