Contact Staff Support

The California Community Colleges Technology Center (CCCTC) provides technical support and online community help for college staff and faculty, Monday - Friday between 8:00am - 5:00pm.

Steps For Reporting An Issue

To report an incident preventing access to a CCCTC systemwide technology application, or an issue disrupting operation of an application as designed for most users, should be reported as soon as possible using the steps below. All issues and requests for support are triaged by a college staff support representative during support hours of operation and escalated as necessary.

Open

• Step 1: Visit CCCTechnology.info and search to see if the issue has already been reported. Site moderators may have posted information about a support ticket in-process and/or a status update with a recommended solution or workaround during support hours of operation.
  
  

• Step 2: Capture details about the issue you are experiencing and include a screenshot of the error page message or onscreen behavior to include with your request. If the issue has not yet been reporting, these details will be critical in identifying and resolving the issue. If the issue has been reported, these details may still provide insight for the support engineers working on the issue.
  
  

• Step 3: Report the issue, along with your browser and operating system Information, to CCC College Support by email staffsupportccctc@openccc.zendesk.com. For best results, follow the Tips for Reporting Issues below to ensure fast and efficient troubleshooting.

Tips for Reporting Issues

For best results, follow the tips below to ensure fast and efficient troubleshooting.

• Provide a brief, clear description of the issue

• Include the time and date the issue occurred

• Include the URL address of where the issue occurred

• Include your browser type (i.e., Chrome, Safari, Internet Explorer)

• Provide a screen shot of the error page message or bug behavior

• If available, expand and capture the information in the Details tab in the error message

• For issues related to student data, please provide CCCIDs and/or confirmation numbers ONLY

What Not to Include

• For security reasons, please do not include or attach any personal identifying information about a student in a post or email

• If your issue pertains to spam or fraudulent applications, please email College Staff Support directly.

Support Issue Triage

Every issue reported via the online community support site CCCTechnology.info is reviewed and triaged by a CCCTC college staff support representative* to determine the level of severity and identify whether the issue is related to a single college or if additional colleges may be affected.

If an issue is determined to prevent access to an application or service, or impedes operation by the end-user as designed, the issue is escalated to Tier 2 support and a Zendesk ticket is created. The Zendesk ticket will remain open during troubleshooting and is not closed until the issue is either resolved or escalated to Tier 3 (which includes product management).

Why Use CCCTechnology.info?

CCCTechnology.info provides community-based online support for California Community Colleges staff and faculty using systemwide technology applications and services developed by the CCC Technology Center. The site is available 24/7 to college users and monitored by CCCTC support engineers and product SMEs, Monday - Friday, 8:00am - 5:00pm.

The purpose of the site is to provide a monitored space for college staff to:

• report technical issues and stay informed about solutions and workarounds

• share ideas and discuss topics with college peers

• get system alerts and configure other site notification preferences

All issues and requests are triaged and escalated when appropriate by support engineers during support hours of operation.