NDS Support Portal

Welcome to our support portal. Below are different areas of content around our product and services.

 

Additionally, you may contact the NDS Help Desk toll free at (866) 789-7590 or via e-mail at: NDSHelpDesk@usa.childcareaware.org. The Help Desk is available to 8 am to 6 pm Eastern Time, Monday through Friday.

 

If you are looking for program details around NDS, they can be found here: http://usa.childcareaware.org/programs-services/naccrra-data-services.

 

Visit our NDS blog here: http://nds.naccrra.org/blogs

 

In order to post a question or comment, please Login or Register.




How do I access Basic Support?

admin

Options to request support:

  1. Send an email to NDSHelpDesk@usa.childcareaware.org with read and/or delivery receipt (optional but encouraged)
  2. Call the Help Desk at (866) 789-7590, ext. 2 (critical requests should always use this method in addition to e-mail)
  3. Send a fax to the Help Desk at (571) 255-4919

Things to remember when requesting support:

Help Desk hours are Monday-Friday, 8 a.m. - 6 p.m. Eastern. Agency must be a current NACCRRA member, annual fees for NDS must be paid, NDS agreement must be signed.

Information to include with the support request:

  • Agency ID and Agency name
  • Your name and contact information
  • Time server functionality issue or error message occurred
  • Contents of error message, if applicable (copy and paste or attach screenshot to email or fax)
  • Specific action being taken at the time of functionality issue or error message, if applicable
  • Query or report parameters used (copy and paste or attach screenshot to email or fax)
  • Browser type (Internet Explorer, Firefox, etc.) and browser version

How a support request is handled:

Issue

Response Time*

Resolution Time

Escalation to Technical Team

Service not available (all users and functions unavailable)

15-30 minutes

ASAP with follow-up contact upon resolution

Immediately

Service is slow or some functions not available

15-30 minutes

ASAP with follow-up contact upon resolution

Immediately

Basic functionality requests such as labels, configuring, query building and reports

15-45 minutes

15 minutes-2 hours

N/A

*If you don't receive follow-up by the maximum response time, please contact the Help Desk at (866) 789-7590, ext 2

 
Thursday, July 05, 2012, 4:16:46 PM