Learning Management System (Blackboard) - Report an Issue/Ask a Question

For immediate assistance, please contact the SUNY Online Help Desk at 1-844-673-6786.

SUNY Online Support Hours:

Monday - Friday 7:00AM-12:00AM Midnight EST
Saturday 10:00AM-8:00PM EST
Sunday 10:00AM-9:00PM EST

Service Description

Support for Blackboard Learn for online, hybrid and face to face courses.

Standard Features

  • Testing of features
  • Automatic course creation including enrollments for classes listed in Banner
  • Automatic account creation for faculty, staff and students listed in Banner and the Human Resources database.
  • Collaboration with SUNY Online and SUNY ITEC for Support

Optional Features

  • Developmental courses for building courses before an academic course shell is created 
  • Departmental & Group training and consultation requests

Note: Course Merge, Organization Request, Third Party Application Integration, Training, and Course Restore requests should be submitted from their separate services pages.  

Roles and Responsibilities

Instructional Design & Training:

  • Staying current on product features and enhancements
  • Request the scheduling of new course and account creation each semester from Banner. (Enterprise Data & Analytics team).
  • Collaborate with SUNY Online and ITEC for support and maintenance
  • Update resources on website

SUNY ITEC/ SUNY Online/Blackboard Inc.:

  • Provide Application Support & Hosting
  • Notify Service Owner/Team of maintenance and feature enhancements
  • Provide support for troubleshooting

Request Service or Support     

SUNY Online Help Desk:

Click the Open a Ticket button and complete the request form.

Additional Resources:

Service Audience 

Faculty and Staff.

Service Level Agreement

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 2 - Normal  
Response Time 1 business day
Resolution Time 3 business days
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved.

Institutional Policies

Policy on the Use of Electronic Resources

Campus-Supported Learning Management System Policy

Guidelines for Maintaining the Security, Confidentiality and Integrity of Customer Information