Client Support Escalation Procedures. Moodlerooms
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1 Client Support Escalation Procedures Moodlerooms Last Updated: Thursday, 3 November 2016
2 Table of Contents Introduction... 1 Telephone Support... 1 International Toll-Free Numbers... 1 When contacting Support via telephone:... 1 Escalation Levels & Contacts by Region... 2 The Americas (US, Canada & LAC)... 2 APAC Region... 2 EMEA Region... 2
3 Introduction This is the Blackboard Support escalation procedure for Moodlerooms. The procedure outlined in this document can be used when requesting accelerated effort in resolving an issue. Telephone Support If you have a concern that requires immediate attention, please call Client Support on any of the local toll-free telephone numbers shown below. Be prepared to enter your Client ID or Case ID. A live agent in one of our global call centers will be answering you 24x7x365. International Toll-Free Numbers Country Number Country Number Australia Netherlands Belgium New Zealand Brazil Norway Denmark Portugal France Singapore Germany South Africa Hong Kong Spain Ireland Switzerland Italy Sweden Japan United Kingdom Malaysia United States and Canada Mexico ^ If you are calling from outside the United States and cannot use any of the telephone numbers listed above, please call When contacting Support via telephone: Action Instructions Enter Option 1 Be prepared to enter your Client ID or Case ID. If the call is during local business hours Connected to your local Support Team. If the call is outside local business hours, during public holidays or on the weekend Blackboard has Support Centers in: For North and South America region - Multiple US-based Support Centers. For Asia Pacific Region - Sydney & Adelaide Australia. For EMEA Region - Sofia, Bulgaria, Amsterdam, Netherlands. Routed automatically to an alternative team available to take the call (refer to the Support Centers listed above). Note: If you are a client that is supported through a Blackboard Partner, please follow the Partner s escalation procedure and first engage your primary contact at the Partner location. If they are not available, then contact Blackboard directly. 1
4 Escalation Levels & Contacts by Region After a case is submitted via Behind the Blackboard and you believe that it requires escalation to Blackboard management, the following is your escalation path to your local Client Support Management Team. Please follow the escalation path for your region as displayed below. The Americas (US, Canada & LAC) Terri Ann Bennett Director, Client Support All of Blackboard Support Management monitors this distro. Expect a reply to your within 30 minutes Terri.Bennett@blackboard.com (mobile) Tony.Mandaro@blackboard.com (mobile) APAC Region Eoin Haluch Senior Director, Client Support Asia Pacific EMEA Region Christian Lochner Senior Director, Client Support Europe, Middle East & Africa All of Blackboard Support Management monitors this distro. Expect a reply to your within 30 minutes Eoin.Haluch@blackboard.com +61 (0) (0) (mobile) Tony.Mandaro@blackboard.com (mobile) All of Blackboard Support Management monitors this distro. Expect a reply to your within 30 minutes Christian.Lochner@blackboard.com +31 (0) (0) (mobile) Tony.Mandaro@blackboard.com (mobile) 2
5 Blackboard.com Copyright Blackboard Inc. All rights reserved. Blackboard, the Blackboard logo, BbWorld, Blackboard Learn, Blackboard Transact, Blackboard Connect, Blackboard Mobile, Blackboard Collaborate, Blackboard Analytics, Blackboard Engage, Edline, the Edline logo, the Blackboard Outcomes System, Behind the Blackboard, and Connect-ED are trademarks or registered trademarks of Blackboard Inc. or its subsidiaries in the United States and/or other countries. Blackboard products and services may be covered by one or more of the following U.S. Patents: 8,265,968, 7,493,396; 7,558,853; 6,816,878; 8,150,92
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