Support

The NCEdCloud IAM Service is an essential resource for educators, students, and administrators, providing secure access to critical educational tools and platforms. However, technical challenges may occasionally arise, requiring users to seek support. This guide outlines the available support resources and the steps to escalate unresolved issues.

Available NCEdCloud Support Resources

To ensure a smooth experience with the IAM Service, the following resources are readily available on the NCEdCloud website:

1. Frequently Asked Questions (FAQ)

  • Access the FAQ webpage via the navigation tabs at the top of the website.
  • Find quick answers to common questions about account management, troubleshooting, and system use.

2. LEA Administrators Page

  • Explore detailed FAQs and information tailored for Local Education Agency (LEA) Administrators.

3. New User Support

  • How to Claim My Account:
    • Step-by-step guides for new users to claim their IAM Service accounts.
    • Includes instructional videos for a visual walkthrough.

If these resources do not resolve your issue, escalate the problem using your local technology support process or contact your NCEdCloud LEA Administrator or PSU Help Desk personnel.

Support Escalation for LEA Administrators

Some issues may require escalation beyond local support. When this occurs, LEA Administrators can reach out to Identity Automation, the provider of the IAM Service, following these steps:

1. Check the NCEdCloud Status Page

Before escalating, visit the NCEdCloud Status page to check for any known issues being addressed by Identity Automation.

2. Open a Ticket with Identity Automation

If the issue is not listed on the status page:

  • Access the Identity Automation Support Community:
    • Use your credentials to log in and open a ticket.
    • If you do not have credentials, request access by emailing [email protected].
  • Alternatively, send an email directly to [email protected] detailing the issue.
  • Phone: (+1) 919-747-4923

3. Use the Support Icon in the Applications View

  • Navigate to the NCEdCloud IAM Service Applications view.
  • Click on the Identity Automation Support Community Icon to connect with support.

When to Contact Support

It’s important to escalate issues only after exhausting local support options, including:

  1. Checking FAQs and guides available on the website.
  2. Consult your local LEA Administrator or PSU Help Desk.

For unresolved technical issues requiring advanced assistance, Identity Automation provides the tools and expertise to help resolve IAM Service challenges efficiently.

Conclusion

The NCEdCloud IAM Service is designed to provide robust support for all users, from students to administrators. Whether you’re troubleshooting independently or escalating a complex issue, these resources ensure you have access to the help you need.

For more details, visit the NCEdCloud website or contact your local support team for guidance.