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Reporting Outages / Issues

Suzie Capps

Hello! When RE is not operational e.g., NXT is down for everyone in the organisation, what is the best way to report this outage to RE. When going to Blackbaud chat, you are sent to a virtual agent who tells you to look at the status page - but what if the status page says all is operational, when it isn't! Furthermore, what about when chat won't connect because that is also down… How does Blackbaud then find out about the outage? Posting this because our RE currently isn't working but the Status page says ''Operational' and chat won't connect to a real agent…!

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Annette Bullen

We have the same issues too

Lee Grisham

They are reporting it now. I finally got through to someone. Seems to be the way they "PREFER" it to go. Not optimal if they don't discover it on their own.

Mary Ramsay

We are also having the same issues. I tried to report it through the chat and did not get helpful direction. The chat agent said to report it from this page.

Suzie Capps

I'm wondering if @Trit Mulligan or @Miguel Alfaro might be able to clarify the best course of action when our Blackbaud solution goes down? It sounds like the current route likely causes a much greater time gap between when the issues starts happening and when BB can be made aware / can start to solve the issue.

Rachel Cavalier

I didn't even get through to an agent - it got stuck transferring and currently, I've been on hold on the phone for 10 minutes so far

Alyssa Barr

Chat agent would not transfer me to someone or somewhere to report the issue. I've called the support line and have been waiting for 20 minutes to be transferred to someone.

Heather Reid

We are having the same issue. Can't get through on Chat to a live agent, on hold by phone for over 15 minutes so far, and the status page is still showing everything is operational.

Jennifer Simpson

Same issue here - AI chat is no help and will not connect to live agent. I completely understand if support is flooded, but actually updating the status page would give us notice that they are aware of/working on the issue.

Rachel Cavalier

https://community.blackbaud.com/discussion/comment/313233#Comment_313233

I was wondering if maybe EVERYTHING is down over at Blackbaud.

Alyssa Barr

https://community.blackbaud.com/discussion/comment/313234#Comment_313234

I'm wondering if everyone at Blackbaud just decided to not go into work today.

Rachel Cavalier

The status page has now updated!

Dustin Petok

"We have identified an issue impacting some of our customers impacting their ability to load constituent page features or prompting errors while navigating to different areas of the application. Our engineers are diagnosing the event and working to resolve it for you as quickly as possible. Please continue to reference this page for updates."

It took BB 30 minutes after @Suzie Capps created this thread to update the status page with the above message. There's got to be a faster way to alert your customers to downtime. I don't expect solutions immediately, but communication should be a priority.

In that 30 minutes, the President of our organization could not access constituent records and asked me to look into it. I had to explain to her that there was in fact a global issue that BB had yet to acknowledge.

Blackbaud, be better.

Marie Stark

I also could not get through to an agent.

Elizabeth Johnson

I’ve raised this before, and yesterday’s outage really reinforced it: Blackbaud could significantly improve the customer experience during widespread service disruptions by implementing a simple outage reporting form or automated alert process. Please check out my idea I just added to the Idea Bank and vote if you are inclined.

We can absolutely do this better, and I’d love to see Blackbaud engage customers in that conversation.

Peggy Dolter

I voted for your idea, Elizabeth. This morning RENXT is as slow as it was yesterday. We have work to do, but now we spend most of our time watching a pulsing green dot.

Robin Kuehn

I voted and agree - I typically am busy troubleshooting all other systems if something isn't working and BB's Status page shows no issues. I don't have time to fight with a chat bot or wait patiently on the phone.

Sandra Kemenczy

I find the best way is to call. Working with the chat or creating a new case can be extremely annoying and can take a long time to get your issue resolved.