Support Handbook

2019-04-13

© 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”).

Support Resources

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:

https://support.blindsidenetworks.com/hc/en-us

The Help Center houses several Knowledge based articles that cover the following:

BigBlueButton HTML5 Client (New)

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:

 https://www.youtube.com/watch?v=uYYnryIM0Uw 

Moderator/Presenter (with breakout rooms):

 https://www.youtube.com/watch?v=Q2tG2SS4gXA 

You can find other videos on the HTML5 client here

  https://bigbluebutton.org/html5

There is a public test server for the HTML5 client at

  https://test.bigbluebutton.org 

BigBlueButton Flash Client

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:

Moderator/Presenter Tutorial:
https://www.youtube.com/watch?v=758xaFdeoN0 


Viewer (Student) Tutorial:

https://www.youtube.com/watch?v=GeJbK1lvl2I 

Knowledge based articles / how-to video on screen sharing via the Flash client:

WebRTC Screen Sharing:

https://support.blindsidenetworks.com/hc/en-us/articles/360015977611-How-do-I-use-WebRTC-Screen-Sharing- 
 

Java enabled Screen Sharing:

https://www.youtube.com/watch?v=xTFuEvmEqB0 


Closed Captioning:
https://www.youtube.com/watch?v=vDpurrMgal0   

Breakout Rooms

 https://www.youtube.com/watch?v=iR3v-i7R5t0&feature=youtu.be 

How-to video on setting up (and troubleshooting) the microphone using the Flash client:

https://www.youtube.com/watch?v=4Y__UsUrRx0 

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)

Support Contacts

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

E-mail:

support@blindsidenetworks.com

Phone:

613-695-0264

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:

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 99.9% 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:

Service Credits

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

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