Client Support Escalation Procedures Moodlerooms Last Updated: Thursday, 3 November 2016
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
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 1.800.005.963 Netherlands 0800.0221083 Belgium 0800.74.823 New Zealand 0800.66.6450 Brazil 0800.891.5966 Norway 800.183.37 Denmark 808.88.326 Portugal 800.863.496 France 0800.90.99.30 Singapore 800.130.1265 Germany 0800.18.23.346 South Africa 0800.981.034 Hong Kong 800.903.750 Spain 900.977.661 Ireland 1.800.413.802 Switzerland 0800.890.186 Italy 800.839.013 Sweden 020.792.671 Japan 00531.13.0798 United Kingdom 0800.032.3224 Malaysia 1800.81.2294 United States and Canada 1.888.788.5264 Mexico 00187.742.26273 ^ If you are calling from outside the United States and cannot use any of the telephone numbers listed above, please call +1.202.715.6019. 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
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 email within 30 minutes Terri.Bennett@blackboard.com 443.478.1755 843.694.1542 (mobile) Tony.Mandaro@blackboard.com 202.303.9168 202.322.9741 (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 email within 30 minutes Eoin.Haluch@blackboard.com +61 (0)2 8031 8008 +61 (0) 450 263 589 (mobile) Tony.Mandaro@blackboard.com +1 202 303 9168 +1 202 322 9741 (mobile) All of Blackboard Support Management monitors this distro. Expect a reply to your email within 30 minutes Christian.Lochner@blackboard.com +31 (0)20 788 2464 +31 (0)61 369 1138 (mobile) Tony.Mandaro@blackboard.com +1 202 303 9168 +1 202 322 9741 (mobile) 2
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