Reporting Outages / Issues

"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.

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.