Blackbaud Raiser's Edge NXT

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: We commit that the production version of your solution will be available at least 99.9% of the time calculated on a monthly basis, excluding planned and critical maintenance.
Planned maintenance is fully communicated to our customers here: https://maintenance.blackbaud.com/
System requirements: Browser (Please see 'Browsers' section for details)

Operating System: Microsoft Windows 7, SP1; Windows 8.1;

Or Windows 10; or Apple MAC OS X

Memory (RAM): Available memory as recommended for your operating system

Processor (CPU): Processor required by your operating system

Display: Super video graphics array (SVGA), 1024x768 recommended

Permissions to download and install Citrix software

Firewall settings:

Detailed in Blackbaud Raiser's Edge NXT System Requirement webpage

User support

Email or online ticketing support: Email or online ticketing
Support response times: Blackbaud's support associates are available Monday through Friday 9:00 a.m. through 5:30 p.m. GMT, excluding holidays. Response time is dependent on severity level ranging from 30 minutes to 8 business days. Further details regarding support are included in the Service Definition.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: An accessible UX framework is an important part of Blackbaud’s commitment to deliver solutions that help drive positive change in the world. We endeavor to meet the World Wide Web Consortium’s Web Content Accessibility Guidelines 2.0 Level A and AA success criteria.
Web chat accessibility testing: Non-applicable
Onsite support: No
Support levels: Blackbaud Customer Support places highly trained associates right at your fingertips, with hundreds of support associates supporting thousands of satisfied customers every day.

Our Support associates are available Monday through Friday 9:00 a.m. through 5:30 p.m. GMT, excluding holidays. Response times vary dependent on severity level. This is detailed in Blackbaud's Service Definition.

Our website combines a user-friendly interface with a variety of useful resources.

Our Knowledgebase is filled with thousands of real-time published solutions that are available to public search engines.

If you need more direct help, our easy-to-use chat interface helps you quickly reach an associate that best matches the solutions you use.

Our online case portal, Case Central, allows you to review closed tickets or log notes and attachments on open cases you’re still working on.

Case Central, Knowledge Base, and Chat Support are available for all customers.

Phone support is not provided to all customers; dependent on the customer's package and product.

Other support that can include additional costs: Blackbaud University offers a diverse set of training options to meet a variety of roles, learning styles and situations.

Our commitment to you is your success. Our support is comprehensive, outcome-focused and centred around you.
Support available to third parties: No

Onboarding and offboarding

Getting started: Blackbaud Raiser's Edge NXT packages provided for G-Cloud 14 is inclusive of implementation costs.

The implementation included in each package is stated below:
Starter: Services provide data entry best practice and go-live Assistance for customers importing their own data into Raiser's Edge NXT.

Essential: Services to provide business process guidance, map and convert basic constituent and one-off cash gift data in a templated format, including one data conversion Test Run, into Raiser's Edge NXT and provide Go-Live Assistance.

Pro: Services to provide business process assistance, map and convert constituent, one-off gifts (not recurring gifts), relationship and communication data in a templated format, including two data conversion Test Runs, into Raiser’s Edge NXT whilst providing Testing Guidance and Go Live Assistance. Additional services are available as an add-on for custom data conversion (pricing outlined below).

Please note: add-ons at an additional cost is provided if extra support is needed. This includes additional professional services hours, additional data conversion, and on-going online training (Learn More and Learn Everything).

More details can be found here: https://www.blackbaud.co.uk/training-support/support/howto/raisers-edge-nxt#gettingstarted
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Users must extract their data before the contract ends. Users will be provided with the capability to extract their data from the service or, upon a user's request, Blackbaud support will assist/advise prior to the end date of the contract, in accordance with Blackbaud's support terms.
End-of-contract process: The price for Blackbaud's services include the functionality for users to extract their data as stated above and for Blackbaud to destroy additional copies of user data as provided in the contract. No other services are necessary or provided in the normal course.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows

Windows Phone

Other
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: With Raiser's Edge NXT, users are able to access donor records 24/7 regardless of location or device without the need to download a mobile App.

All of your donor information is accessible and available to you on your mobile device just as it would be from your desktop computer or laptop.
1. From your Mobile Device, navigate to renxt.blackbaud.com or blackbaud.com
2. Enter your Blackbaud.com credentials by clicking sign in from the top right-hand side of your screen.
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: Blackbaud's customer interface, accessible via the internet using a customer's access credentials, is configured for each customer during implementation. The functionality of our services is described elsewhere.
Accessibility standards: None or don’t know
Description of accessibility: Blackbaud Raiser's Edge NXT partially complies with relevant WCAG 2.0 requirements, and we are making continuous updates to increase compliance.
Accessibility testing: Completed accessibility testing and VPAT generation through 3rd party company which offers a suite of software, consulting services, and training solutions to test and provide guidance to ensure web, desktop, mobile, and electronic document systems are accessible to everyone.
API: Yes
What users can and can't do using the API: Blackbaud Raiser's Edge NXT customers have access to SKY API. Customers will need to create a Blackbaud Developer account.

SKY API provides access to data and domain-level capabilities within Blackbaud solutions, using a consistent RESTful experience and common authentication mechanism.

API reference: https://developer.blackbaud.com/skyapi/apis
SKY API Terms of Use: https://developer.blackbaud.com/skyapi/terms

The SKY API Standard Edition subscription has a quota limit of 25,000 calls per day. Anyone who has access to a Blackbaud instance can subscribe to use the API.

Additional information on Rate and Quota limits, along with information on how to increase those, can be found here:

Rate limits: https://developer.blackbaud.com/skyapi/docs/basics#rate-limits
Quota limits: https://developer.blackbaud.com/skyapi/docs/basics#quotas
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: RE NXT is configured as part of implementation based on the customer choices.

Customers can also integrate with a range of different solutions that can be found here: https://app.blackbaud.com/marketplace

Partner solutions and access to SKY API allows our customers to customise the data that is pulled to Blackbaud Raiser's Edge NXT and how the homepage and dashboards are viewed.

Scaling

Independence of resources: The service is hosted on Microsoft Azure services with sufficient load balancing servers to provide an equal level of service throughout use.

Analytics

Service usage metrics: Yes
Metrics types: Service usage metrics are provided on request as our Customer Success Managers work with You to maximize the value of your use of Blackbaud's services.
Reporting types: Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

European Economic Area (EEA)

Other locations
User control over data storage and processing locations: No
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Encryption of all physical media

Other
Other data at rest protection approach: Blackbaud uses Azure BitLocker for full disk level encryption in our Raiser’s Edge NXT public cloud (Azure) environments.

Client backups of all data using SQL server certificate encryption for our DR (disaster recovery) and our client provided backups.

Database have specific fields which are encrypted (with AES 256 at rest using 2048-bit encryption). The fields that are encrypted in Raiser’s Edge NXT can be found Here: https://kb.blackbaud.com/knowledgebase/articles/Article/47633
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: You can export information from the Export, Import (Administration), Query, List, and Reporting capabilities. Details on which export tool is best to use dependent on needs can be found here: https://kb.blackbaud.com/knowledgebase/articles/Article/38925

Organizations can also request backup of their hosted database for testing or reporting purposes. Details on how to request a backup copy can be found here: https://kb.blackbaud.com/knowledgebase/articles/Article/41253. Daily backups can be generated for an additional cost.

Organizations can also access their data through APIs for use locally or with other systems. Documentation is available here https://developer.blackbaud.com/skyapi/apis.

Other exporting options available through Blackbaud's Professional Services team for an additional cost.
Data export formats: CSV

Other
Other data export formats: BAK (backups)

JSON (API)
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: We commit that the production version of your solution will be available at least 99.9% of the time calculated on a monthly basis, excluding planned and critical maintenance. Planned maintenance is fully communicated to our customers here: https://maintenance.blackbaud.com/.
Approach to resilience: See information on Microsoft Azure, above. Additional details available on request.
Outage reporting: Dashboard: Planned outages/maintenance: https://maintenance.blackbaud.com/ and unplanned outages: https://status.blackbaud.com/.

Customers can subscribe to receive email notifications.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Username or password

Other
Other user authentication: Use Blackbaud ID authentication for username and password authentication and MFA enablement. https://docs.blackbaud.com/bbid-docs/

Organizations can also authentication via their preferred IDP through BBID SSO https://docs.blackbaud.com/sso-overview-docs/
Access restrictions in management interfaces and support channels: Access and permission levels of all Blackbaud employees are reviewed at regular intervals at least annually to ensure that the access and permission levels for every user is still relevant. This is a Blackbaud policy requirement.

Blackbaud support teams don't have access to customer data or environment unless explicitly granted by the customer for specific remediation or project purposes.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Username or password

Other
Description of management access authentication: This application uses Blackbaud's Identity management solution called Blackbaud ID, or BBID.
Blackbaud ID supports SSO through:
- Microsoft Azure Active Directory (AD)
- Security Assertion Markup Language (SAML) 2.0 IdPs, such as Shibboleth or Central Authentication Service (CAS)
- Microsoft Active Directory Federated Services (ADFS)
- Okta
With SSO enabled:
- Your members' Blackbaud IDs redirect to your IdP, where they sign in to Blackbaud solutions with the same credentials as other authorised applications.
- Information technology (IT) admins manage and support your organisation's authentication needs, such as password requirements and lockouts.

Audit information for users

Access to user activity audit information: Users contact the support team to get audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 2021
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: Not Applicable. For more information on our CSA STAR Registry, please see the following: https://cloudsecurityalliance.org/star/registry/blackbaud/
PCI certification: Yes
Who accredited the PCI DSS certification: Schellman
PCI DSS accreditation date: 2021
What the PCI DSS doesn’t cover: Blackbaud can provide audit reports including SOC 2 type 2, SOC 1 type 2, and bridge letters for both SOC 1 and 2 reports, where applicable, through your account manager, Customer Support or our new Blackbaud Compliance Portal here: https://kb.blackbaud.com/articles/article/62740. Blackbaud also provides PA-DSS and PCI-DSS attestations of compliance to Blackbaud Internet Services and Blackbaud Payment Solutions.
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: Other
Other security governance standards: NIST CSF, SOC 2 type 2, PCI DSS where applicable
Information security policies and processes: Our Information Security team leverages the industry standard CIA Triad Model (Confidentiality, Integrity, Availability) in conjunction with various industry control frameworks, such as the NIST CSF, PCI DSS, ISO27001, SOC 1, SOC 1 type 2, and others to protect our solutions.

View more information on our Cyber Security Program here: https://www.blackbaud.com/security.

For more information on our policy framework, please see the following white paper: https://cms.blackbaudcdn.net/media/docs/default-source/security/blackbaud_policy-framework-whitepaper.pdf?sfvrsn=b080015f_0.

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: Blackbaud’s change model follows ITIL protocols and methodologies, reinforcing best practices while mitigating risks of introducing new technology services. All changes are brought forward using a Request For Change (RFC) process to a Change Advisory Board (CAB) that reviews the submitted request to ensure proper testing, documentation, implementation, rollback, and communication plans are in place before approving any changes. All approved changes with anticipated service impact are communicated to ensure customers have visibility into expected functionality or service unavailability.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Blackbaud has a comprehensive vulnerability management program. All our applications and our public-facing network go through annual third-party penetration testing. We also perform our own internal and external vulnerability scans on a quarterly basis, as well as static code scans against our software during key moments in the development lifecycle. Any issues found are submitted for remediation based on industry recommendations.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Intrusion detection and intrusion prevention functions are in place, in addition to firewall systems to provide us visibility into network activities in which case violations and anomalies are reported as alerts for immediate action. For more information on our Incident Management practices, please see the following whitepaper: https://cms.blackbaudcdn.net/media/docs/default-source/security/blackbaud_incident-management-and-response-overview.pdf?sfvrsn=15d418c6_0
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: For more information on our Incident Management practices, please see the following whitepaper: https://cms.blackbaudcdn.net/media/docs/default-source/security/blackbaud_incident-management-and-response-overview.pdf?sfvrsn=15d418c6_0

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Blackbaud's products and services are used by our non-profit and public entity buyers to serve the public good and create social value in many areas, dependent on the mission of the buyer.

Tackling economic inequality

Blackbaud's products and services are used by our non-profit and public entity buyers to serve the public good and create social value in many areas, dependent on the mission of the buyer.

Equal opportunity

Blackbaud's products and services are used by our non-profit and public entity buyers to serve the public good and create social value in many areas, dependent on the mission of the buyer.

Wellbeing

Blackbaud's products and services are used by our non-profit and public entity buyers to serve the public good and create social value in many areas, dependent on the mission of the buyer.

Pricing

Price: £6,849 an instance a year
Discount for educational organisations: No
Free trial available: No

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Blackbaud Raiser's Edge NXT

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents