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's professional development institute.

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 before contacting the Help Desk.

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, (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:

Agency must be a current NACCRRA CCR&R member, annual fees for NDS must be up-to-date, and the NDS agreement must be signed. 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
• The time the 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
  NOTE: NDS is only supported on Internet Explorer version 5.5 or higher.

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

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.

See response to "How do I access Basic Support?"

Information to include with the support request:

1. Agency ID and Agency name
2. Your name and contact information
3. Time server functionality issue or error message occurred
4. Contents of error message (copy and paste or attach screenshot to email or fax)
5. Specific action being taken at the time of functionality issue or error message
6. Users affected (i.e., all users or some)
7. Browser type (Internet Explorer, Firefox, etc.) and browser version. NOTE: NDS is supported on Internet Explorer 5.5 or higher.