This document outlines the unlimited product support provided by Blackbaud, including various support channels available 8:30 am – 8:00 pm ET Monday - Friday such as a large knowledge base, videos, social media, chat, online portal, and phone. It also mentions user groups, forums, dedicated account managers, over 200 customer support analysts serving over 1,300 contacts per day with a 94% customer satisfaction rating and 80% of issues resolved on first contact.

1. 10/9/2013 Blackbaud Confidential 1
• Client-focused, small company culture
• Award-winning self-service tools
• Unlimited product support 8:30 am – 8:00 pm ET
Monday - Friday
• Several ways to access support:
• 8000+ knowledge base articles added or
improved in 2013 alone
• More than 50 videos added to YouTube and
knowledge base this year
- Social support on Twitter, Facebook, & LinkedIn
- Chat support, online support through a customer
portal, & phone support
- Ongoing blogs & webinars
• User Groups
• Forums
• Dedicated Account Manager
UNLIMITED SUPPORT FOR ALL CLIENTS
√ 200+ Customer Support Analysts to serve you √ Over 1,300 contacts per day
√ 94% customer satisfaction rating √ 80% of issues resolved on first contact