Your Technical Support Manager (TSM)

This is the Blackboard escalation procedure document for ANGEL customers. The procedure outlined in this document can be used when requesting assistance to resolve an issue. Successive levels of escalation contacts are provided for the client’s use if they believe that Blackboard is not responding in a manner consistent with the severity of the issue. Blackboard Learn/ANGEL Support Procedures: 

All issues should first be submitted via the ANGEL Support Portal. Normal ANGEL Support hours are Monday through Friday, 8:00am – 7:00pm Eastern (excluding published holidays).



Once the case is submitted and it is determined that it requires immediate escalation, the following is your escalation path for the Client Support Management Team: 

Contact your Engagement Manager using the corporate directory at 202.463.4860. If you do not know who your Engagement Manager is, you can use one of the following means to be directed to the appropriate individual:  Dial 888.788.5264, select option 1 and enter your client ID.  Send an email to [email protected].



Brett Nabb, Director, Client Support  1 (317) 217-6418 (work)  1 (317) 946-0120 (mobile)  [email protected]



Tony Mandaro, Vice President, Global Client Support  202.463.4860 ext 2773 (work)  202.322.9741 (mobile)  [email protected]