The primary support portal is the OneStop for support options, including online chat, phone, and support tickets.
Below is a chart outlining the types of help available to students. Please familiarize yourself with the various support options in order to provide the best online learning experience.
|Type of Help?||Description||When Available?|
|Frequently Asked Questions (FAQ's) with Video Demonstrations (tutorials)||FAQ's are a good resource for checking for an answer on your own, after hours and prior to contacting support.||24 hours|
|Help Request form||Help Requests can be made anytime of day and are highly recommended for issues that do not require immediate answer during business hours. The help request system will email updates regarding ticket status and can be checked and updated by you.||24 hours|
|Chat||Chat is a provided to provide quick answers and makes it possible to provide higher level support during business hours as support staff are in and out of offices during the day but typically online for quick response. When necessary, chat sessions may necessitate the initiation of a desktop sharing session so that support staff can see your computer and troubleshoot unique issues experienced by you.||24 hrs/7 days for first level support. Escalations within 12 hours.|
|Phone (855-978-1787)||The primary support number is the Shocker Technical Assistance Center 855-978-1787. Calls made to this number will receive first level support ( provided by OneStop staff or, if necessary, directed to elearning support (WSU business hours) or entered in as a ticket for response by higher level support staff from elearning.||24 hrs/7 days for first level support. Escalations within 12 hours.|
|Walk-in||The OneStop, located inside Jabara Hall provides face-to-face support during normal business hours.||8-5, M-F plus limited support library hours|