Our Commitment to You

Thank you for giving us the opportunity to partner with you. We understand the important role our solutions play in helping you fulfill your mission, and we are committed to:

1. Providing exceptional customer service
   When you have questions about our products, we want to answer them right away. As a participant in one of our Blackbaud Advantage support plans, you have access to comprehensive online resources that are available 24/7 so you can resolve issues and answer questions as they arise. You can also contact our support team to work with our top-quality analysts who take pride in giving you the industry's best customer support. Working with you to make the world a better place is our mission, and we are dedicated to providing you with prompt, accurate, and courteous service every time.
   
   Review the Customer Guide for an overview of Support, including our Service Level Agreement (Appendix A). If your organization has recently partnered with us or you've just joined an organization that uses our solutions, we encourage you to also visit Blackbaud.com Help.
   
   
2. Hiring and developing great people to support you
   By establishing a team of satisfied, knowledgeable, and experienced employees, we are able to provide you with an unmatched customer support experience. To maximize the effectiveness of our support team, we equip our analysts with the tools and information they need to better serve you. All new support analysts attend an intensive seven-week training program, and all employees have the opportunity to receive up to 40 hours of training each year.
   
   
3. Listening to your feedback to improve our solutions
   Our customers are at the heart of everything we do, and your feedback is invaluable to us. Throughout the year, we invite you to participate in our annual and case surveys to let us know what we are doing well and how we can improve. We also welcome your software suggestions, which we incorporate into our design process. Our solutions are continually evolving as we consider how we can further help your organization accomplish its goals and make your job easier.
   
   
4. Living our values: "Service to others makes the world a better place"
   We believe in living our mission by directly giving back to the community. We achieve that by encouraging our employees to volunteer through Volunteer for Vacation and Day of Caring programs, awarding quarterly grants to the nonprofits where employees serve, coordinating philanthropic campaigns and volunteer activities, and investing in local grants.