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Black Duck Customer Support

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 checkmark checkmark checkmark
Search Solution and Document Libraries checkmark checkmark checkmark
Access Customer Forums checkmark checkmark checkmark
Request Remote Support Sessions checkmark checkmark checkmark
Software and KnowledgeBase Upgrades checkmark
Business Hour Level II Support
(Mon.-Fri., 9:00 AM to 6:00 PM EST)
Extended Business Hour Level II Support
(Mon.-Fri. 8:00 AM to 8:00 PM EST)
24 Hour Level I Support  
24 Hour Level II Support     checkmark
Fastest Response Times Available     checkmark
Designated Support Contacts 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.

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Burlington, MA 01803

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