Cost: $10,000 ($2,000/additional administrator)

 

Premium Support Overview

 

 

Standard Support

Premium Support

Tier 1 Availability: 24/7/365

Yes

Yes

Access to a searchable Knowledge Base

Yes

Yes

Access to the Support Team Available from:

  • Technical Support via telephone
  • Submit a ticket online
  • Live chat

Yes

Yes

Direct Access to Tier 2 Support for key personnel

No

Yes

Access for Named Administrators to view tickets for you institution

No

Yes

Account Management Services

No

Yes

Monthly and Quarterly Reports on Tickets for your Institution

No

Yes

 

In addition to the above standard support provided to all end users, the Premium Support package consists of:

  • Customer will provide two named administrators for their account.  Their named personnel will have direct access to Blackboard Collaborate’s Tier 2 team during regular business hours, access to all of their institution’s tickets and quarterly reviews with a Support Account Manager. Further details are below.
  • For systems, the customer will provide the names of schools as part of the system.  These schools will be entered into Support’s ticketing system. 
  • Customization in the Support Portal
    • Two named administrators will be entered into the Support Portal.  Customization will allow administrators to view all tickets submitted by users in their organization.  This allows administrators to effectively monitor the status of tickets. 
  • Access to Blackboard Collaborate’s Tier 2 team for two named identified administrators, IT staff at the organization.
    • Blackboard Collaborate’s Tier 2 technical team is available from 8am Eastern to 8pm Eastern during regular business days.
    • A ticket must already be created before contacting the tier 2 team unless there is an outage.  A ticket will increase response time and give the tier 2 representative the ability to focus on the specific problem rather than gathering general information.
  • Support Account Management
    • A Support Account Manager will be assigned to the account to have knowledge of your implementation and oversee all issues reported.  
      • A launch meeting to discuss your implementation and share information about Blackboard Collaborate’s Support team will be organized
    • Monthly ticket summaries for your identified personnel will be provided and included the following for each issue:
      • Date created
      • Status
      • Individual name
      • Account name
      • Incident category and subcategory if applicable
      • Summary
    • Quarterly Review meetings with two key contacts at your organization.   These meetings will cover:
      • Review of Tickets
      • Strategies to improve the user experience
      • Review of upcoming products and preparation required for the release.
  • Best practices training for key staff reviewing:
    • Review of all resources on Blackboard Collaborate’s Support site
    • How to escalate problems to Blackboard Collaborate
    • Top Issues including:
      • The installation process of Java Web Start
      • Firewall issues and security settings
      • The recommended hardware/software configuration for the user’s computer
      • Audio setup and configuration

The aim of this session is to learn more about your infrastructure and ensure that the users will not encounter any technical issues during your rollout.