How to contact Customer Support
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Black Duck Software Customer SupportHow To Contact 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 Web-based support, simply access the Black Duck Software Customer Support Web Site. Features on the Customer Support Web Site 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.

E-Mail 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 Web Site. 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, visit the Support Plans page.

Telephone Support

 

Black Duck support engineers are available by telephone to receive support requests. Regardless of your location, the phone number for customers support is +1 781-891-5100, ext. 45.

Hours


Phone and e-mail support is available during the hours of operation of Black Duck customer support. The standard support hours are Monday to Friday, 8:00am to 8:00pm ET, excluding holidays.

Customers on the Enhanced Customer Support Plan are able to contact customer support 24 hours a day, 7 days a week to obtain Tier 1 support. Visit the Customer Support Plan page for more information on the Enhanced Customer Support Plan and Tier 1 support.

How can you find out more information?