Severity 1
Blackboard Production System is down.  System is not functioning, system disabled or non-responsive

Severity Code 1 implies that your Blackboard Production Installation [Software] is down and not functioning.  Some examples of Severity Code 1 Software errors are as follows: (i) Software is down and will not restart; (ii) Software is not able to communicate with external systems; and (iii) Software is generating a data corruption condition.  Severity Code 1 may not be used for Test Environments.

When a Severity 1 issue is reported, the Company will assign resources to remedy the error; if access to the Product is required, we ask that you provide access to your system and other software for the duration of the error correction procedures.
 

Severity 2
Blackboard Product is functioning, but major components are unavailable/unusable.

Severity Code 2 implies that the Software is running but you may be unable to use major portions of the Software. Some examples of Severity Code 2 Software errors are as follows: (i) an intermittent, critical Software error, and (ii) a major functional component is unavailable.

When a Severity 2 issue is reported, the Company will assign resources to remedy the error; if access to the Product is required, we ask that you provide access to your system and other software for the duration of the error correction procedures.

Severity 3
Blackboard Product is operating close to normal; however minor components are functioning abnormally
 
Severity Code 3 implies that the Software is operating close to normal but there is a non-critical Software error. Severity Code 3 Software errors may be fixed in future software releases, including major releases, Application Packs, Services Packs or Hotfixes.  Severity 1 and 2 Software errors will take priority over Severity 3 issues.
 

Severity 4
Product enhancement request or instructional assistance is needed

Severity Code 4 implies that the Software is operating normally but you may be in need of instructional assistance or you are requesting functionality that is not currently included in the Software.  Severity Code 1, 2, and 3 Software errors will take priority over Severity Code 4 cases.

See also:

Blackboard Support Services Guide Learn about the services offered by Blackboard Client Support. This guide applies to clients using a learning solution offered by Blackboard (includes CE/Vista Learning Systems).

Need Help Now?

Submit a case directly to your Blackboard Learning System - CE and Vista support team by using our
online case submission form
.

Note: If you have a Critical issue, please call us using the numbers below.

Blackboard Client Support International Toll Free Telephone Numbers:

  • Australia: 1.800.005.963
  • Belgium: 0800.74.823
  • Brazil: 0800.891.5966
  • Denmark: 808-88-326
  • France: 0800.90.99.30
  • Germany: 0800.18.23.346
  • Hong Kong: 800.903.750
  • Ireland: 1.800.413.802
  • Italy: 800-839-013
  • Japan: 00531.13.0798
  • Malaysia: 1800-81-2294
  • Mexico: 00187.742.26273
  • Netherlands: 0800.0221083
  • New Zealand: 0800.66.6450
  • Norway: 800-183-37
  • Singapore: 800.130.1265
  • South Africa: 0800-981-034
  • Spain: 900-977-661
  • Switzerland: 0800-890-186
  • Sweden: 020.792.671
  • United Kingdom: 0800.032.3224
  • United States and Canada: 1.888.788.5264


If you can not use one of these numbers and are calling from outside of the US please call +1.202.715.6019.