Welcome to Blackbaud Welcome to Blackbaud Our Commitment

Welcome to Blackbaud

Welcome to Blackbaud 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: 1. 2. 3. 4. 5. Page 2 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. ” © 2010 Blackbaud

Welcome to Blackbaud Customer Support When you contact our support team, you can expect to work with top-quality analysts who take pride in giving you the industry’s 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. Page 3 © 2010 Blackbaud

Welcome to Blackbaud 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 website’s Support menu. Send us your question or a description of your problem, and we’ll contact you with the resolution. Call 800. 468. 8996 and speak with one of our analysts. We’ll 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. Page 4 © 2010 Blackbaud

Welcome to Blackbaud 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@blackbaud. com. Page 5 © 2010 Blackbaud

Welcome to Blackbaud 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 website’s 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 product’s 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. Page 6 © 2010 Blackbaud

Welcome to Blackbaud 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 don’t have a login, ask your organization’s 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. Page 7 © 2010 Blackbaud

Welcome to Blackbaud 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. Page 8 © 2010 Blackbaud

Welcome to Blackbaud Support Resources We’ve put together many support resources to get you the help you need when you need it: • • Page 9 Help File Knowledgebase Alerts Frequently Asked Questions Forums and User Groups Blogs Support Newsletters User Guides © 2010 Blackbaud

Welcome to Blackbaud 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. Page 10 Type keywords in the help file’s search field to find specific information about a process or function. © 2010 Blackbaud

Welcome to Blackbaud Knowledgebase is the first place to go when you have questions or need to troubleshoot software issues. To get started, select Knowledgebase from our website’s 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: • • Page 11 Search demo Alerts demo Subscriptions demo Feedback demo © 2010 Blackbaud

Welcome to Blackbaud 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. Page 12 © 2010 Blackbaud

Welcome to Blackbaud Frequently Asked Questions (FAQs) Find answers to the most frequently asked questions about your software by selecting FAQs from our website’s 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. Page 13 © 2010 Blackbaud

Welcome to Blackbaud Forums and User Groups Our forums and user groups connect you with fellow Blackbaud software users. They’re 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 website’s 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. Page 14 © 2010 Blackbaud

Welcome to Blackbaud 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: • • • Page 15 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. © 2010 Blackbaud

Welcome to Blackbaud 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. • • Page 16 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. © 2010 Blackbaud

Welcome to Blackbaud 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 software’s menu bar or select User Guides from the Support menu of our website. • • Page 17 Press CTRL + F to find a specific word or phrase. To purchase printed copies, email manualrequest@blackbaud. com. © 2010 Blackbaud

Welcome to Blackbaud 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 "Q&A", and new classes every month. We also offer tailored curriculum if one-toone 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. Page 18 © 2010 Blackbaud

Welcome to Blackbaud 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 you’re 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. Page 19 • Business Improvement • Project Management • Change Management and Training • Conversions • Customizations © 2010 Blackbaud

Welcome to Blackbaud Policies and Procedures We recommend you document your organization’s 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. Page 20 © 2010 Blackbaud

Welcome to Blackbaud What Next? • Read our Customer Support Guide. • Verify with your organization’s 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@blackbaud. com. We’re glad to help you! Page 21 © 2010 Blackbaud