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SMC|Administration & College Governance|Distance Education|eCompanion Help

eCompanion Help


Help-Desk Support now available to all eCompanion Students and Faculty
 
To provide seamless integration of eCompanion with the SMC Distance Education Department functions and support, beginning May of 2012 all eCompanion support will be coordinated by the Distance Education (DE) Department. 
We are very excited to announce that the Pearson/eCollege technical support help-desk is now available to all eCompanion users 24/7/365.  eCompanion faculty and students can now contact the help-desk via phone (toll-free), email or live-chat session any time, any day of the week/year for eCompanion technical issues.
To access the Help-Desk contact information, the user will only need to click on that tab located in every course, in the top navigation tabs, labeled Tech Support.  Please note:  The user must have Pop Up Blocker disabled.



Once the user has clicked on the Tech Support tab, a Pop Up Box will appear which contains the relevant clickable links for chat and email Help-Desk Support, as well as the toll-free Help-Desk Assistance telephone number,  877-740-2213. Remember, these are all available to you, 24 hours a day, 7 days a week, 365 days a year.



Help-Desk Support for Faculty or Students-QUICK START REFERENCE GUIDE
 
EMAIL:  helpdesk@smconline.org
TOLL-FREE TELEPHONE: (877) 740-2213
LIVE CHAT: This link is located under the Tech Support Tab as illustrated above

Here are a few examples of why a user would want to contact the Help-Desk for support:

*System Connectivity Issues
*Email Issues within Online Courses
*Browser Related Questions
*MAC Platform Questions for Online Courses
*Course tools usage
*Class Live
*Chat
*Student "How To"
*Drop-box
*Exam-guard
*Journal
*Grade-book
*Doc Sharing
*Webliography
*Threaded Discussions
*Etc. - anything a user would have questions on regarding "how to do something"
EXAMPLE:  Course Functionality not doing what it supposed to do (i.e. “I can't upload to the drop-box”)

DO NOT CONTACT THE HELP-DESK IF YOU ARE EXPERIENCING AN ISSUE RELATED TO ANY OF THE FOLLOWING: 


*Corsair Connect Login Issues
*Ask Pico

FACULTY:

*If you need to activate you eCompanion Course Shell, please click the link below for instructions:
*ISIS related questions
*SMC Email questions

You are also welcome to email the DE Dept. at distance_ed_inquiry@smc.edu if you have questions about the Help-Desk services. 

 
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