© 2019 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”).
To help your instructors and students get started quickly with using BigBlueButton, we have a Help Center, which has several sections including:
Feel free to share this link with your instructors and students:
The Help Center houses several Knowledge based articles that cover the following:
We are moving over most customers to the HTML5 client in April 2019. The following two videos will help users get going quickly with the client.
Viewer (student) capabilities:
Moderator/Presenter (with breakout rooms):
You can find other videos on the HTML5 client here
There is a public test server for the HTML5 client at
Note we are phasing out the flash client as of April 20, 2019 (this material will soon be depreciated).
We also have several links to (short) tutorial videos on using BigBlueButton Flash client:
Viewer (Student) Tutorial:
Knowledge based articles / how-to video on screen sharing via the Flash client:
WebRTC Screen Sharing:
Java enabled Screen Sharing:
How-to video on setting up (and troubleshooting) the microphone using the Flash client:
Note: Users can access these tutorial videos via links in the default presentation, via the help text in the welcome message, or via the '?' button in the upper right-hand corner of a BigBlueButton session window.
We will provide a Help Desk Support Guide for your internal support agents upon signing as a new customer. (If you are an active customer and do not have the link, please contact us below)
Before contacting us directly, please refer to the above Support Resources and contact your institution's help desk (or Reseller) for Tier 1 support.
We provide Tier 2 technical support for our Services. You can contact us via
Core Support Hours:
Monday to Friday from 9:00 to 17:00 ET
Language: English or Spanish
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:
Level 1: Critical
Impact on all users and no workaround is available.
Level 2: Major
Impact on a large number of users and no workaround is available
Level 3: Normal
Impact on a small number of users & workaround is available.
Level 4: Low
No immediate operational impact on users
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.
We provide availability of Service at levels no less than 99.9% 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:
If in any monthly period during the Term of the Service, the Service availability falls below 99.9% 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
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