Black Duck Customer Support

At Black Duck Software, 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 Software 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
Search Solution and Document Libraries
Access Customer Forums
Request Remote Support Sessions
Software and KnowledgeBase Upgrades
Business Hour Level II Support (Mon.-Fri., 9am to 6pm ET)
Extended Business Hour Level II Support (Mon.-Fri. 8am to 8pm ET)
24 Hour Level I Support
24 Hour Level II Support
Fastest Response Times Available
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

• Find out how to contact Black Duck Customer Support

• Access the Customer Support Web Site