Contacting Customer Support

To best serve our customers, a variety of methods are available to contact Black Duck Customer Support.

24 Hour Online Support

For the latest in online support, simply access the Black Duck Customer Hub. Features on the Customer Hub include:

  • Request for Customer Support
    Be contacted at a convenient time for you by a Black Duck support engineer to resolve an issue.
  • Case Management System
    Submit, view, and check the status of your cases at any hour of the day. The Case Management System is the preferred method for submitting support cases. Customers can avoid waiting on the phone, document their requests in detail, and have questions directed to the most appropriate engineer.
  • Knowledgebase
    The knowledgebase contains technical documents describing common problems and their solutions allowing you to solve issues without our assistance.
  • Information Alerts
    The Information Alerts provide details on the latest series of updates, FAQs, and other timely information for your solutions.

Email Support

Black Duck responds to all support requests sent via email. Generally, this is used as a backup in the case that a customer is unable to access the online Case Management System on the Customer Support Portal. Regardless of your location, the email address for support is support@blackducksoftware.com.

Response rates depend on the severity of the issue. For more details, please view our Support Plans.

Telephone Support

Black Duck support engineers are available by telephone to receive support requests. Regardless of your location, the phone number for customer support is
+1 781.891.5100, and choose menu option 5.

Hours

Phone and email support is available during the hours of operation of Black Duck Customer Support. The standard support hours are Monday to Friday, 8:00 AM to 6:00 PM EST, excluding weekends and holidays.

Customers on the Enhanced and Premium Customer Support Plans are able to contact Customer Support 24 hours a day, 7 days a week to obtain Tier 1 Support. View our Customer Support Plans for differences between Enhanced and Premium Plans.