We strive to answer all level 1 queries with in 48 hours. Sometimes this is not possible if your query was sent outside of normal business hours. 

Level 2 and 3 queries are escalated to senior help desk technicians and the varies depending the exact request but typically they are completed with in 5-7 business days. All support request received via email or ticket submission are queued based on arrival time and severity of the issue. 

For level 1 queries we suggest using the live chat feature or calling the support desk during normal business hours for immediate resolution. 

Example Request: 

Level 1: 

Username and password

Log in instruction

How to navigate the site

Scores

Level 2 and 3: 

Single sign on set up

Changes to course curriculum

Addition of courses

Custom modules

Changes to institutional requirements

kf 12/10