9 a.m. to 5 p.m. for support and administration
Monday through Friday, except New York State holidays
Report an outage at any time.
80 Wolf Road, Suite 500
Albany, NY 12205
- Select 2 for support during business hours and for emergency assistance after hours
- Select 1 to leave a message for routine support after hours
Support Timeliness Policy
We strive to provide excellent customer service by reviewing and addressing all inquiries in a timely manner.
- Routine requests for assistance with consent, logins, password resets or similar
- By phone: Usually resolved during the call
- By email, postal mail or this web form: Usually resolved within one business day
- Advanced requests for assistance with individualized troubleshooting
- By phone: Triaged during the call
- By email, postal mail or this web form: Triaged within one business day
- An estimated resolution date will be provided for any issues not resolved within one business day, with status updates at least once per week until resolution
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