Welcome to Blackbaud PowerPoint Presentation

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Welcome to Blackbaud
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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

• Providing exceptional customer service.
• Offering comprehensive resources.
• Hiring and developing great people to support
  you.
• Listening to your feedback to improve our
  products and services.
• Living our mission Service to others makes the
  world a better place.

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Customer Support

• When you contact our support team, you can
  expect to work with top-quality analysts who take
  pride in giving you the industrys 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.
• Our customers are at the heart of everything we
  do, and your feedback is invaluable to us. We
  invite you to let us know what we are doing well
  and how we can improve by participating in our
  annual and case surveys.

Review our Customer Support Satisfaction Report
for more information on our surveys, changes
we've made in response to your feedback, and
upcoming improvements.
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Contacting Support
If you have questions about our products, we want
to answer them right away. Our support resources
are available 24/7 to get you the help you need
when you need it. You can also contact Support
using one of the following methods

• Create a case online by selecting Case Central
  from our websites Support menu. Send us your
  question or a description of your problem, and
  well contact you with the resolution.
• Call 800.468.8996 and speak with one of our
  analysts. Well document the discussion in a case
  that you can later access on Case Central.

For information about how to contact Support and
what to expect when you do, review our Customer
Support Guide.
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Contacting Your Account Manager
Looking to purchase additional user licenses or
receive a price quote? Want to learn more about
optional modules, other Blackbaud products, or
services such as consulting or training? Your
account manager is available to assist you with
questions such as these that are unrelated to
software functionality.
To contact your account manager, call
800.443.9441 or email solutions_at_blackbaud.com.

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Software Updates
Throughout the year, we release new versions of
our software that are available as a benefit of
your maintenance plan. In between major releases,
we correct issues that have been reported in the
current version by providing a patch. To obtain
the latest release, select Downloads from our
websites Support menu and then select your
product. Let us know if you prefer to receive a
CD. Review the installation instructions and
then download and install your products latest
version.

Before downloading a patch, review the patch
readme for the list of issues resolved. We
recommend installing a patch only when it
resolves an issue that affects your organization.
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Website Login

• Our online resources can help you make the most
  of your software and resolve any issues you may
  encounter. Many of our resources are benefits of
  your maintenance plan, so you will need to log in
  to access them.
• If you dont have a login, ask your
  organizations site administrator to add you to
  our records. For more information, visit Login
  Help.

• If you need your user name or password, click the
  corresponding link on the Log In page.
• Make changes to your information in our records
  by visiting your profile.

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Privacy and Security

• We are committed to protecting your privacy and
  ensuring your security online. To keep your
  information safe, we adhere to the following
  website standards

• Your email address must be unique.
• User names and passwords must contain at least
  six characters.
• Passwords must contain a combination of letters
  and numbers or special characters.
• You must select a security question and answer.

For more information, review our privacy policy
and website security policy.
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Support Resources
Weve put together many support resources to get
you the help you need when you need it

• Help File
• Knowledgebase
• Alerts
• Frequently Asked Questions
• Forums and User Groups
• Blogs
• Support Newsletters
• User Guides

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Help File
Did you know answers to your software questions
are right at your fingertips? While working
in the software, select Help Topics from the Help
menu bar to open an extensive help file.
Type keywords in the help files search field to
find specific information about a process or
function.

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Knowledgebase
Knowledgebase is the first place to go when you
have questions or need to troubleshoot software
issues. To get started, select Knowledgebase from
our websites Support menu. Then, simply type a
search phrase or keywords to describe your
question or issue (or enter the solution ID) in
the question box and click Ask. If you don't see
your answer, use the filters on the left side of
the screen to narrow down your results.
For an informative overview, visit Knowledgebase
Help and watch our short video demos

• Search demo
• Alerts demo
• Subscriptions demo
• Feedback demo

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Alerts
Alerts automatically display on the Knowledgebase
Home page above the Ask a Question box. They
appear based on the Blackbaud products your
organization owns and may include software
release announcements, notifications about
critical issues, and information about special
support hours. Recent alerts will display on
the Knowledgebase Home page until you click their
titles to read them. You can also click Alerts in
the Knowledgebase banner to see all current
alerts for your products. For more
information, visit Knowledgebase Help and watch
the Alerts demo.

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Frequently Asked Questions (FAQs)
Find answers to the most frequently asked
questions about your software by selecting FAQs
from our websites Support menu. We update the
FAQs each month based on the solutions you view
in Knowledgebase and the questions you ask
support. Each question is a link to a
Knowledgebase solution.
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Forums and User Groups
Our forums and user groups connect you with
fellow Blackbaud software users. Theyre a great
way to share best practices with your peers and
solicit feedback from other experts.

• Post questions and respond to other users online
  by selecting Forums from our websites Support
  menu. There are forums for each product as well
  as a database administrators forum and many
  industry-specific forums. Visit Forum Guidelines
  to get started.
• Meet other software users in your community by
  attending a user group. They are hosted by
  customers and facilitated by Blackbaud staff.

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Blogs

• Follow our employees as they provide insights
  into Blackbaud products, nonprofit technology,
  and web culture. Each blog has a different focus,
  and you can participate by commenting on and
  rating the blogs. Here are three ways to get
  started

• Find a blog and start reading and commenting. 
• Scan the blog aggregator for a story that
  interests you.
• Subscribe to the RSS feed and let the content
  come to you.

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Support Newsletters
Our support newsletters keep you informed about
the latest software information and contain tips
for using your software effectively. We encourage
you to subscribe to the newsletters that
correspond to the software you use.

• To subscribe, click your name at the top right of
  any page to access your profile, click View
  Subscriptions, mark the checkbox beside the
  newsletters you want to receive, and click
  Submit.
• Recent issues are online in the Support
  Newsletters section of our website.

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User Guides
Review the user guides for step-by-step
instructions and in-depth explanations. To access
the guides, which open in Adobe Reader, select
Help from the softwares menu bar or select User
Guides from the Support menu of our website.

• Press CTRL F to find a specific word or phrase.
• To purchase printed copies, email
  manualrequest_at_blackbaud.com.

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Training
Our training curriculum and instructors are
second-to-none when it comes to Blackbaud product
knowledge and nonprofit expertise, and we make
both very accessible to you through Blackbaud
Learn, an annual training subscription.Blackbaud
Learn provides the ongoing skill development and
job knowledge training your staff wants and
needs, including instructor-led and self-paced,
strategy and best practices, exclusive "QA", and
new classes every month.
We also offer tailored curriculum if one-to-one
or onsite training will better meet your
organization's needs. Select Training from our
website's Services menu to learn more about your
available training options.
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Consulting Services
Our number one goal is to help you succeed. Our
consultants pull from expertise as fundraisers,
Big Four consultants, CPAs, and technology
experts to help you realize your goals. They know
what youre going through many of them come
directly from the nonprofit community. We
understand that every organization is different,
and we offer a broad range of implementation and
consulting services to make sure you get the most
from your solution.

• Business Improvement
• Project Management
• Change Management and Training
• Conversions
• Customizations

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Policies and Procedures
We recommend you document your organizations
policies and procedures to help ensure consistent
data entry and efficiency. It can be used as a
training guide for new employees and volunteers,
while serving as a resource for handling
infrequent tasks.
Update your policies and procedures manual
whenever you change your processes or encounter a
new situation.
You can review examples of other
organizations policies and procedures manuals or
share your own on our forums. Visit Shared Client
Documents to get started.
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What Next?

• Read our Customer Support Guide.
• Verify with your organizations site
  administrator that you are listed in our records
  and confirm your website login.
• Subscribe to the newsletters of your choice.
• Visit the FAQs and review the answers to the most
  frequently asked questions about your products.
• If you have any questions, please call us at
  800.468.8996 (option 4, sub option 1) or email
  customercare_at_blackbaud.com. Were glad to help
  you!