Maintenance FAQs

What are the benefits of participating in the maintenance program? What resources can I access?
Participating in the maintenance program entitles you to Customer Support assistance, online resources, new product versions and patches, user group meetings, Start Learning product tutorials, and reduced training prices. Review the Customer Guide (PDF) for additional information about these benefits, including your available resources and how you can use them effectively.

How do I find out when my maintenance term renews?
We send maintenance renewal notices to current maintenance customers 10 weeks before the renewal date. Email customercare@blackbaud.com if you are unsure of your renewal date or need more information.

I am budgeting for next year's maintenance. How can I anticipate the costs?
Email customercare@blackbaud.com to request annual cost information.

What if I acquire additional Blackbaud products or add user licenses to my existing software?
If you purchase a new Blackbaud product or acquire additional licenses, we will prorate the applicable maintenance fee(s) for the remainder of your existing maintenance year. Your renewal notice for the next full maintenance year will include the total maintenance fee.

How can I adjust my maintenance plan?
Upgrade to a higher-level maintenance plan at any time by paying the difference in the maintenance fee, which will be prorated for the remainder of your maintenance year. You can reduce your maintenance plan only on your next maintenance renewal date. Maintenance fees are not refundable. For more information, email customercare@blackbaud.com.

How do I contact Support for assistance?
For non-critical issues, we recommend creating a case by selecting Case Central from the Support menu on our website. You can also call Support from 8:30 a.m. to 8:00 p.m. ET Monday through Thursday and 9:00 a.m. - 8:00 p.m. ET on Fridays, excluding holidays.

Advantage Priority customers have extended phone support hours and additional, enhanced benefits. Email customercare@blackbaud.com for information on upgrading to Advantage Priority maintenance.

How can I review my organization's cases? What is the status of my Support case?
To access your organization's recent support cases, select Case Central from the Support menu on our website. You can review case notes, add notes to open cases, check the status of a case, or request a closed case be reopened. Case Central maintains security by preventing access to other organizations' cases.

What if I want additional support beyond the services offered?
You can request additional support after normal business hours by emailing customercare@blackbaud.com. A signed contract and deposit are required for after hours support or other needs beyond our regular scope of support.

How can I reactivate my maintenance plan?
If your organization owns the license to Blackbaud software, you can reactivate your maintenance plan by emailing customercare@blackbaud.com for more information.

I am new to Blackbaud software. Where can I find information on getting started?
Visit New Software Users for helpful information. You can also review your product's user guides by selecting Help, User Guides from the software's menu bar or by selecting User Guides from the Support menu on our website.

How can I acquire the latest version of my Blackbaud software?
Download the latest version and patch by selecting Downloads from the Support menu on our website. Before purchasing new hardware and installing or upgrading third-party software, always review our system requirements, which are available by selecting System Requirements from our website's Products menu.

Note: Other manufacturers may automatically distribute some service packs and updates to third-party software. Please do not update to service packs or operating systems until we have fully tested them with our software and listed them as supported versions in the system requirements or Knowledgebase.

Where can I find out about training?
Review your training options to make the most of your software. For complete details and to register, select Training from the Services menu on our website.

How can I communicate with other organizations that use Blackbaud software?
Select Forums from the Support menu to share best practices and discuss creative uses of Blackbaud software directly with your peers in the nonprofit community. You can also network with other Blackbaud customers by attending user group meetings. To learn more about upcoming user group meetings in your area, select User Groups from the Events menu.

What are Crystal Reports? How can I learn about Crystal Reports for Blackbaud?
We use Crystal Reports, a comprehensive report writer, to create all of the standard reports included with our software. You can use Crystal Reports to design custom reports tailored to your organization's needs.

Crystal Reports Support is a benefit available to participants in the Advantage Professional and Advantage Priority maintenance plans. If you do not have Crystal Reports Support, email customercare@blackbaud.com for information about upgrading your maintenance plan.