At Black Duck®, customer care is our highest priority. Our Customer Support Organization’s goal is to swiftly tackle and resolve any issues that our customers may encounter.
There are numerous ways to contact our support engineers. Please select the method that best works for you.
Support Levels
Black Duck offers three different support levels which provide responsiveness and expertise to meet our customer’s needs. Regardless of which one you choose, our team of experienced support engineers will quickly work with you to diagnose and solve your problems.
Customer Support Levels:
- Standard Support
- Advanced Support
- Premium Support
The following table highlights some of the main features of the three support levels. For additional information, including a definition of the Tiered Support, please visit the Support Plans page.
| Feature | Standard | Advanced | Premium |
| Online Case Management |  |
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| Search Solution and Document Libraries | |
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| Access Customer Forums | |
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| Request Remote Support Sessions | |
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| Software and KnowledgeBase Upgrades | |
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| Business Hour Level II Support (Mon.-Fri., 9:00 AM to 6:00 PM EST) |
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| Extended Business Hour Level II Support (Mon.-Fri. 8:00 AM to 8:00 PM EST) |
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| 24 Hour Level I Support | |
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| 24 Hour Level II Support | |
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| Fastest Response Times Available | |
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| Designated Support Contracts | 4 | 6 | 8 |
If these levels do not meet your needs, please contact Black Duck Customer Support. We can discuss your requirements and craft a flexible support plan to meet your needs.
How Can You Find out More Information?
- Learn more about the different Support Plans
- Access the Customer Support Portal