Specialist Notes:


IMPORTANT!


ONLY use this SR when no staff with clearance is on shift. This step will get us one step closer to resolution by gathering the missing information. 


  • Please be sure to change the information in the square brackets. 
  • If the user is NOT from Small Business Administration (SBA, ODA), be sure to remove the SECOND question. 


Standard Response: 


Thank you for contacting [Client + Portal Name] End-User Support!


We sincerely apologize for the difficulties you're experiencing. To better assist you, would you please provide the below information?


- Are you a Federal Employee or a Contractor?

- Are you with the Office of Disaster Assistance (ODA)? 

- Date of Hire:

- Is this your first time accessing the [TMC/OLU]?

- Do you receive any error messages when attempting to log into the [TMC/OLU]? If so, would you please provide a screenshot of the error message? 


We look forward to your response!