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The maintenance and support of your Blackboard Learn™ environment is more important than ever. The number of students and educators accessing the system for everything from online learning to professional development continues to increase as do demands for around-the-clock access. But you’re responsible for more than system availability – your team also needs to scale the environment to support increased usage, implement upgrades, and tweak the database for optimal performance – quickly and flawlessly.
We don’t have to tell you that finding skilled administrators and keeping them on staff makes it difficult to deliver on these goals. Fortunately, the Blackboard Premium Support Management Service makes it easy to add a key person to your team with no recruiting or training necessary.
Through this service, a Premium Support Manager (PSM) will serve as a dedicated resource to your Blackboard system and help ensure the application is stable, reliable, and running at optimal capacity. Leveraging your own personal Blackboard project manager in this way will enhance your communication with Blackboard, provide personalized documentation, and give you the reports you need on your local installation.
Your PSM will focus on three key areas – Support Management, Communication, and Documentation.
Support Management
Your PSM will act as a dedicated point-of-contact to the Blackboard organization and maintain day-to-day knowledge of all projects, activities and support issues involving your Blackboard environment. This includes:
- Project managing upgrade plans based on best practices
- Making recommendations to support the growth of the environment
- Troubleshooting problems
- Conducting periodic reviews of your environment to enable proactive planning, systems management, forecasting and reporting
Communication
Your PSM will build and execute business processes for clear communication and offer customer support with a special focus on providing transparency and visibility. These tasks include:
- Providing day-to-day support escalations and status reporting via direct phone number, e-mail and instant messaging
- Building proactive two-way communication processes for project management, support issue escalation and other issues as needed
- Coordinating and facilitating regularly scheduled and ad-hoc conference calls to discuss open issues or project status
- Modifying and updating communication processes as necessary
- Making on-site visits
Documentation
Your PSM will document and report on project status, escalation issues and other invaluable information pertaining to your Blackboard installation. The PSM will be responsible for providing you with documentation involving:
- Operations and Plans that include escalation process, project management documentation and implementation plans
- Project/Deployment Plans provided on a per project or regular basis
- Regular Status Reporting with weekly reports and updates on all project plans
- Open Ticket Status Reports that give support ticket status and/or resolution
- Change Management/Risk Management Recommendation Reports that describe any bugs/issues in the latest release and upgrade recommendations with detailed information regarding possible risks
Contact Us
Your can utilize your PSM depending on the level of your need. You simply decide whether you need 25%, 50%, or 100% of their time and we’ll do the rest. If you are interested in the Premium Support Management service, speak with your Sales team or access the Contact Us form.