Frequently Asked Questions

The NDS Suite is a collection of applications NACCRRA created based on feedback from the field which addresses the needs of its members and supports the long-term strategic goals of NACCRRA.

• Web-based applications with automatic upgrades (no installation required)
• User-friendly software applications developed by CCR&Rs, for CCR&R
• Customizable free or for-fee client/parent/family online referral search (optional)
• Trainers and trainees can register for trainings, access training records and update personal information (optional)
• Providers can post photos and descriptions so parents can have access to a "virtual tour" of their program
• Access to unlimited basic technical support and online training led by staff with CCR&R experience
• Will ultimately become one system that manages training, referral and technical assistance as well as provide easy documentation, data collection and reporting for funders and stakeholders

The NDS Suite includes NACCRRAware, Training Tracking, Child Care Online and basic technical support provided by the Help Desk. In 2009, the suite will include Technical Assistance Tracking.

NDS is a Suite of Services rather than a single application. NACCRRAware, NACCRRA's flagship application, is included in the Suite. Applications to track training and provide enhanced online referrals for families are also included.

NACCRRA no longer provides NACCRRAware as a single or stand-alone application.

Basic computers and Internet access (high-speed Internet recommended).

NACCRRA agency members who have purchased NDS and submitted a license agreement can use the Suite. Agencies with a separate Federal Identification Number (FEIN) sharing a database within a region/state must be a NACCRRA member and maintain a license agreement.

NDS is a benefit available only to NACCRRA agency members and membership dues must be current. Once NACCRRA membership is established, visit www.naccrra.org/nds to download the NDS License Agreement. This information must be printed, signed and mailed to NACCRRA. License fees can be submitted with the agreements or the agency can request an invoice. Once NACCRRA has received the license document with payment, the agency will receive an email confirmation with instructions on how to access and configure NDS.

First time licensees can purchase an all-inclusive license for their first year which includes the license for all services in the NDS Suite. Hosting and storage are also included for that program year (July 1 - June 30). This fee is not prorated.

Invoices will be mailed to the person listed as the agency contact after April 1 of each program year.

After purchasing a license for NDS, the licensee is responsible for maintaining the agreement through an annual license fee. If the annual agreement isn't maintained and fees are not paid for a year, the agency will need to reactivate its license through a reactivation fee.

The fee schedule is reviewed in January for the next program year. NDS fees are set to ensure that revenue supports the ongoing work for our membership. The schedule will be available to licensees no later than March 31 of each program year.

No. Once fees are paid for a fiscal year (July 1 - June 30), no refunds are issued for any unused service during the year.

Annual license and additional user fees are not prorated; however, agencies coming on after January 1 only pay half hosting and storage costs for the period January 1 - June 30.

Since NDS is a resource available only to members, each agency is billed for NACCRRA membership dues covering January 1 - December 31. A second invoice covers NDS fees for the program year which runs from July 1 - June 30.

Requests that require a change to the billing for services need to be submitted in writing to NACCRRA before April 1.

Hosting fees are based on the number of unique active and inactive providers in the system. Storage fees are based on the total number of records across the system. The date for running the report will change from June 1 to April 1, beginning in 2009. Agencies should delete unwanted records prior to this date to avoid having them included in the total counts for billing.

Yes, we have a utility which allows us to remove INACTIVE records. The utility is run by the NACCRRA development team. Use the NACCRRAware Data Support Request form to submit your request. NACCRRA will export the data into a file containing the INACTIVE records. The data file will be delivered to the agency via e-mail, CD or FTP services. The INACTIVE records will then be deleted from the agency database.

Yes. You will specify the date range on the data request form.

No, there is no cost to the agency.

NACCRRA will maintain a copy of the deleted INACTIVE records data file for 90 days from the export date, after which it will be permanently deleted. The "NACCRRAware Data Support Request" form may be used to request the records be restored. However, individual records from the export process cannot be imported.

Yes. This request will be billable at current advanced support rates.

A software bug is an error, flaw, mistake, failure, fault or "undocumented feature" in a computer program that prevents it from behaving as intended (e.g., producing an incorrect or unexpected result).

Submit a bug report here. The form collects details on the actions taken, error message or incorrect result received. If the problem is found to be a training issue rather than a bug, a reply will be sent requesting that the reporter contact the Help Desk for assistance.

Submit a new feature request here.

NDS offers technical support in two categories: Basic and Advanced.

NDS Help Desk provides unlimited Basic Support (for each licensed year) and answers questions about using NDS and reporting server slowness or outages. Questions surround basic functionality including labels, configuring, query building and reporting.

In order for support to go through state or regional networks, member agencies within the network must submit a signed technical support contact agreement. Agencies that submit this agreement will be referred back to the designated state or regional point of contact.

Advanced Support includes requests for data merging, data deleting, data transfer and items requiring access to the back-end database. Support also includes requests regarding database schema and design, custom installations, connections to third party program, archiving and customized database services.

All applications in the Suite are covered - including NACCRRAware, Training Tracking and Child Care Online.

The help screens built into NDS answer many functionality questions and the Help Desk maintains a Bulletin Board with tip sheets posted to the FAQ section. Monthly virtual trainings/Webinars are also provided for staff and sessions are presented during NACCRRA professional development conferences.

Any employee of a licensed agency can call, email or fax the Help Desk for assistance. Outside professionals assisting an agency (web developers, IT professional, etc.) will need to be approved by an agency representative to contact us.

Options to request support:

1. Send an email to helpdesk@naccrraware.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 (602) 773-0395

Things to remember when requesting support:

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

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)
• NACCRRAware version (located in upper left corner of login screen or in footer of each screen)
• Microsoft Word version (for mail merge issues)
• 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

Please download and submit the Advanced Data Support request form. Advanced Support requests are billed in hourly increments and have a 2-hour minimum charge. Cost is determined by the amount of time and level of expertise the project requires. All fees will be discussed with the member agency before work begins.

Please review “How do I access Basic Support?” above.