Blackbaud Altru

Blackbaud Altru follows a structured onboarding and implementation process designed to help arts and cultural organizations transition smoothly to the platform. The process is supported by Blackbaud’s Customer Success team and includes training, configuration, and go-live preparation.

1. Project Preparation

• Create Blackbaud ID (BBID): Every user must set up a BBID to access Altru, Blackbaud University, and support services.

• Assign Project Team Lead: This person receives the initial database access and coordinates the implementation.

2. Training & Learning Paths

• Pre-Test Run Training: Covers basic system navigation, CRM setup, and ticketing workflows.
• Pre-Final Run Training: Focuses on advanced features like fundraising, reporting, and membership management.

• Training is delivered via Blackbaud University, and is considered essential for successful onboarding.

3. System Configuration

• Set Up Blackbaud Merchant Services (BBMS): Enables secure payment processing, fraud management, and PCI compliance.

• Configure Time Zone, Root URL, and User Roles: These initial setup tasks help tailor the system to your organization’s structure.

4. Data Migration & Testing

• Import Constituent and Transaction Data: Blackbaud provides tools and support for migrating legacy data.

• Test Run: Simulates real-world operations to ensure everything is functioning correctly before launch.

5. Go-Live Preparation

• Final Review of System Settings
• Staff Training Completion

• Live Environment Activation

6. Post-Go-Live Support

• Access to Altru Onboarding Portal for ongoing guidance.

• Continued support from Blackbaud’s Customer Success team.

Typical Timeline

• 4 to 6 weeks for small to mid-sized organizations.
• 6 to 12 weeks for larger institutions or those with complex data migration needs.
• Timeline may vary based on:
  • Staff availability
  • Data complexity
  • Customization requirements
  • Training pace

Blackbaud Altru is customizable to a significant extent, allowing organizations to tailor the platform to their operational workflows and strategic goals.

• Dashboard Customization: Users can personalize KPI dashboards to track performance indicators relevant to their organization. These dashboards can be exported to Excel or PDF for further analysis.

• Calendar Styling: Organizations can customize calendar views by changing colors and labels to suit their scheduling needs.

• Prospect Management: The platform allows for detailed customization of donor and prospect plans, including assigning roles, tracking interactions, and managing fundraising strategies.

• Membership Programs: You can configure membership types, benefits, pricing tiers, and auto-renewal settings to match your organization’s structure.

• Event & Ticketing Setup: Altru supports custom event types, timed entry, group sales, and branded microsites for ticketing and donor engagement.

• Reporting Tools: Reports can be customized to show specific metrics, and users can create their own queries and filters to extract targeted data.

• User Roles & Permissions: Granular access control allows organizations to define who can view, edit, or manage specific modules.

Limitations:

• While Altru is flexible, deep customization (e.g., custom modules or third-party integrations) may require assistance from Blackbaud consultants or partners.
• Some users report that customizing financial workflows or reports can be complex and may need technical support.

Blackbaud Altru is priced as an annual subscription, and while it includes many services, there are some additional cost considerations.

Pricing Structure:

• Annual Subscription: Covers hosting, unlimited users, and access to core support services.

• No Setup Fee: There is no entry-level setup fee for standard implementations.

• Support & Training: Access to Blackbaud University and onboarding portals is included, but premium consulting or integration services may incur extra charges.

• Merchant Services: If using Blackbaud Merchant Services (BBMS) for payment processing, there may be transaction fees and service charges depending on volume.

• Customization & Add-ons: Advanced customization, branded microsites, or integration with third-party tools may require additional investment.
  • Maintenance & Updates: These are generally included in the subscription, as Altru is cloud-hosted and regularly updated by Blackbaud.

Blackbaud Altru provides a comprehensive training and support ecosystem tailored to different user roles and experience levels.

Training Options

1. Blackbaud University Curriculum:
   • Offers instructor-led and on-demand courses.
   • Includes learning paths for roles like ticketing staff, fundraisers, and database administrators.

   • Courses include hands-on exercises and interactive sessions.

2. Altru Training Resources:
   • Includes videos, PDF guides, and webinars.

   • Topics range from system navigation to advanced reporting and membership management.

3. Onboarding Portal:
   • New users are guided through setup, configuration, and best practices.

   • Includes access to Blackbaud ID (BBID) setup, which is required for login and access to training.

4. Knowledgebase & Help Center:

   • Offers searchable articles, FAQs, and troubleshooting guides.

5. Community Support:

   • Users can interact with peers, ask questions, and share tips in the Blackbaud Community.

Support Services

• Standard Support: Included with subscription—email, chat, and phone support.
• Premium Support: Available at extra cost for faster response times and dedicated account managers.
• Success Assurance™: A program offering strategic guidance, health checks, and optimization planning.

Blackbaud Altru is hosted in a Microsoft Azure cloud environment and follows industry-leading security protocols to protect customer data.

Core Security Features

1. Transparent Database Encryption (TDE):

   • Encrypts all data fields, including free-text notes, across production and non-production environments.

2. Multi-Factor Authentication (MFA):

   • Required for all users via Blackbaud ID (BBID), using time-based one-time codes.

3. Single Sign-On (SSO):

   • Unified login across Altru, Blackbaud.com, and other services via the Blackbaud Omnibar.

4. Data Privacy Compliance:
   • Complies with GDPR, CCPA, PECR, and other global privacy laws.

   • Offers tools for managing consent, opt-outs, and subject access requests.

5. Cloud Security Infrastructure:
   • Hosted on Microsoft Azure with:
     • AES-256 encryption
     • TLS 1.2 for data in transit
     • DDoS protection

     • Redundant architecture and disaster recovery

6. Certifications & Frameworks:
   • Adheres to:
     • PCI DSS (Payment Card Industry Data Security Standard)
     • SOC 1 & SOC 2
     • NIST Cybersecurity Framework

     • Cloud Security Alliance (CSA) CAIQ

7. Physical Security:

   • Biometric access, 24/7 surveillance, and SSAE18-compliant data centers.

8. Employee Security Awareness:
   • Ongoing training, phishing simulations, and secure development lifecycle practices.

Blackbaud Altru follows a regular update cycle, typically releasing major updates every few months, with minor enhancements and patches in between.

Update Frequency & Management:

• Versioned Releases: Updates are labeled by version numbers (e.g., Altru 5.32), with each version introducing new features, bug fixes, and performance improvements.
• Quarterly Product Briefings: Blackbaud hosts Product Update Briefings to announce new features and upcoming changes. These briefings include demos and documentation.
• “What’s New” Section: Users can access updated details directly in the Altru interface via the Help menu → What's New, which lists recent changes and enhancements.
• Automatic Deployment: Updates are automatically applied to cloud-hosted environments, minimizing disruption and ensuring all users are on the latest version.
• Deprecation Notices: Blackbaud communicates deprecated features (e.g., non-responsive web forms) in advance, allowing organizations time to adjust.
• Security & API Updates: Changes to authentication protocols (e.g., proxy users for API access) are rolled out with clear timelines and support documentation.

Blackbaud Altru provides clear policies on data ownership, privacy, and portability, aligning with global standards like GDPR, CCPA, and HIPAA.

Data Ownership:

• Customer-Owned Data: Organizations retain full ownership of their data stored in Altru. Blackbaud acts as a data processor and does not claim rights over customer data.

• Privacy Policy Integration: Organizations can embed their own privacy policies into Altru web forms and customize them using HTML editors.

Data Portability:

• Export Capabilities: Altru allows users to export data (e.g., constituent records, transactions, reports) in formats like Excel, CSV, and PDF.
• Compliance Tools: Supports data subject access requests, opt-out tracking, and universal privacy signals like Global Privacy Control (GPC).
• Query Tools: Users can create ad-hoc queries to extract specific data sets for analysis or migration.

• APIs for Integration: Altru supports OData, SOAP, and SKY APIs, enabling secure data exchange with external systems. Authentication now requires proxy users and personal access tokens for added security.

Security & Retention:

• Data is encrypted and stored securely in Microsoft Azure.
• Blackbaud enforces data retention limits and provides tools to manage constituent preferences and opt-outs.

Blackbaud Altru is designed to be scalable, but the terms for scaling up or down are governed by your subscription agreement and order form.

Scaling Up:

• You can add modules, users, or services at any time by contacting Blackbaud.
• Additional features (e.g., branded microsites, advanced reporting, integrations) may incur extra charges.

• Scaling up typically involves a new order form or an amendment to your existing subscription.

Scaling Down:

• Reducing services or modules may be restricted until the end of your current contract term.
• You must notify Blackbaud in writing to request changes, and approval is subject to contract terms.

• Some users report difficulty in reducing contract scope mid-term, especially in multi-year agreements.

Important Notes:

• Blackbaud’s contracts are binding for the full term, and changes often require negotiation.
• Subscription pricing may be adjusted during renewal based on usage or organizational changes.

Blackbaud Altru contracts follow a standard SaaS subscription model, with specific terms for renewal and cancellation.

Renewal Terms:

• Contracts typically renew automatically for one-year terms unless canceled in writing.
• You must notify Blackbaud at least 45 days before the renewal date to cancel or modify your subscription.

• Renewal pricing may change, and pro forma invoices are sent 60 days before renewal.

Cancellation Terms:

• Cancellation must be done in writing and in accordance with the contract’s termination clause.
• Early termination may not be allowed unless there is a breach of contract or mutual agreement.

• Payments are non-refundable, except in cases of uncured material breach by Blackbaud.

Billing & Disputes:

• Invoices are issued per the order form and must be paid on time.
• Disputes must be raised within a specific window (usually 30 days) to avoid penalties.

Blackbaud Altru complies with multiple international security and privacy standards, ensuring data protection and regulatory alignment.

Key Compliance Certifications:

• PCI DSS & PA-DSS: Ensures secure handling of credit card data and payment applications.

• SOC 1 Type II & SOC 2 Type II: Validates internal controls and system integrity over extended periods.

• HIPAA: Compliant with healthcare data protection standards for organizations handling PHI.

• Sarbanes-Oxley (SOX): Supports financial transparency and fraud prevention.

• EU-U.S. Data Privacy Framework: Self-certified for cross-border data transfers under GDPR and related laws.

Additional Security Measures:

• AES-256 encryption
• TLS 1.2 for data in transit
• DDoS protection
• Secure Microsoft Azure hosting
• Regular external audits and penetration testing