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USAccess Help Desk Update

The MSO and ES/DXC are aware of the issues our customers have had with help desk response time, and most recently with the email address not working.

The email address issue is now fixed, and agents are working through the backlog of tickets. The advisory on TRACKS regarding the email address issue has also been updated.

As a reminder, please encourage your role holders to check job aids on TRACKS and information on Go Learn for potential answers prior to calling the help desk. Installation/set-up documents are also available for LCS, LA, and MCUs on the USAccess SFTP server.

We plan to meet with ES/DXC to discuss help desk performance and put a plan in place to address issues in the short term, and look at long-term options.

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