Support Handbook
2023-09-25
© 2023 Blindside Networks Inc.
This handbook is written for customers (referred hereafter as “you” or “your”) of Blindside Networks to help you resolve support issues related to our hosting for BigBlueButton (the “Service” or “Services”).
Support Resources
To help your instructors and students get started quickly with using BigBlueButton, we have a Help Center, which has several sections including:
- BigBlueButton Overview
- Integrations Overview
- Personal Rooms overview
- FAQ
Feel free to share this link with your instructors and students:
https://support.blindsidenetworks.com/hc/en-us
The Help Center houses several Knowledge based articles that cover the following:
- Minimum system requirements
- Troubleshooting microphone issues
- Using desktop sharing
- Frequently asked questions (FAQ)
For your end-users, the best resources are the two tutorial videos:
Viewer (student) capabilities:
https://www.youtube.com/watch?v=Aw3Ajuy3kyk
Moderator/Presenter (with breakout rooms):
https://www.youtube.com/watch?v=oz9SUisurrA
These videos are available in the client from within the Settings menu
And in the welcome message.
You can find other videos on the HTML5 client here
https://bigbluebutton.org/help
There is a public test server for the HTML5 client at
https://test.bigbluebutton.org
Help Desk Training
We recorded an overview of BigBlueButton specifically for the help-desk
We can provide training for your help desk (contact us at support@blindsidenetworks.com) for details.
Support Contacts
If you are an instructor or student, please refer to the above Support Resources and contact your institution's help desk for Tier 1 support.
We provide Tier 2 technical support for our Services.
You can contact us via
E-mail:
Phone:
613-695-0264
Core Support Hours:
Monday to Friday from 9:00 to 17:00 ET
Language: English
E-mailing us automatically opens a ticket in Zendesk (our ticketing system). For support requests received during Core Support Hours, we will respond to requests according to the following times:
Priority | Description | Response time |
Level 1: Critical | Impact on all users and no workaround is available. | 2 hour |
Level 2: Major | Impact on a large number of users and no workaround is available | 4 hour |
Level 3: Normal | Impact on a small number of users & workaround is available. | 8 hours |
Level 4: Low | No immediate operational impact on users | 1 day |
You may set the initial Priority for your call or email. We reserve the right to reassign the priority over the course of investigation. We will respond to support requests received outside Core Support Hours in the following business day.
Level of Service
We provide availability of Service at levels no less than 99.95% of uptime during each calendar month.
We calculate availability using total actual minutes available for the applicable month divided by total possible minutes available for the applicable month excluding:
- Scheduled maintenance windows, including a regular monthly maintenance window and any other maintenance windows scheduled by Blindside Networks;
- Emergency downtime for maintenance activities;
- Any unavailability caused by Force Majeure Events;
- Any downtime or unavailability caused or requested by the Customer;
- Customer’s unavailability or untimely response time when Blindside Networks responds to incidents that require the Customer’s participation for source identification and/or resolution; or
- Outage due to failure of Customer or third party managed hardware, software, or services, or the internet.
Service Credits
If in any monthly period during the Term of the Service, the Service availability falls below 99.95% of uptime (excluding the outages listed above) for a period of at least fifteen (15) consecutive minutes (“Outage”), upon request you are eligible to receive a prorated service credit based on the table below.
Length of Outage | Service Credit |
0 – 4 hours | 1 day of service fees (i.e. 1/365 annual fees) |
4 – 48 hours | 2 days of services fees (i.e. 2/365 annual fees) |
48 – 96 hours | 5 days of service fees (i.e. 5/365 annual fees) |
Thereafter each block of 96 hours | 5 days of service fees |
Status Page
You can see a status of our services at