Hours of support

Gabrielle ReadHess

What are Blackbaud's hours of operation for reaching support? I thought they used to be published on the support page but now it only says agents are available M-F “during hours of operation,” but WHAT ARE THOSE HOURS? I've tried twice recently to chat with support and waited over an hour to connect, the most recent time starting at 8:45am central. I've rarely had to wait this long to connect with an agent before, especially so early in the day.

Crystal Bruce

@Gabrielle ReadHess Hi! Blackbaud support is open 8:30am to 6:00pm eastern time, Monday through Friday. I did double check the support page to make sure the hours are listed.

Gabrielle ReadHess

@Crystal Bruce Thanks! I didn't think to go all the way to that support page - I always access it directly here where the hours used to also be listed.

Donella Robb

@Crystal Bruce For those of us on the West Coast, that means that support now ends at 3pm (Pacific time); I am sure that Blackbaud had its reasons (budgetary, or perhaps volume was too low to justify continuing to 8pm Eastern (5pm Pacific)). But wanted to mention that it was great in the past to have Support covering operating hours in Pacific time too, for those occasions where Support was needed closer to the end of the work day.

JoAnn Strommen

@Donella Robb I felt bad for West Coast especially. For those of us in Mountain we lost time too. I agree, my chats with support were frequently at end of day when priority tasks were completed and I had time to ‘chat.’