BC OnLine Help Desk

If you experience difficulties with the BC OnLine system you can contact the BC OnLine Help Desk at these numbers:

•	Toll-free: 1-800-663-6102

•	Fax: 250-952-6115

The Help Desk is open from 8:30 a.m. to 4:30 p.m., Monday to Friday (except statutory holidays).

While the BC OnLine Help Desk can assist you with virtually any question related to the BC OnLine system, your hardware is your responsibility. Help Desk personnel will assist with diagnosis of problems with your computer. When a hardware problem is evident, no “problem ticket” will be initiated (problem tickets are explained later in this section). It is your responsibility to contact the appropriate hardware vendor for support.

When you call the BC OnLine Help Desk, it is important that you have the following information ready, so staff can resolve the problem as quickly as possible:

•	Your six-digit BC OnLine account number.

•	Your personal userid.

•	The name and version of the browser software you are using (for example, Internet Explorer 7 or 8).

•	The name and version of the operating system you are using (for example, Windows XP, Vista, or Mac OS X).

•	The application you are having trouble with (e.g., BC Assessment, Sites Registry, etc).

•	Any error messages showing on your screen.

If your problem cannot be resolved during the time of your call, Help Desk staff will initiate a problem ticket . A ticket is used to track problems through the resolution process, to evaluate the system performance, and to identify problem trends.

When the Help Desk raises a ticket for your call, the Help Desk agent will request your name (or that of a contact), phone number, address, and all information required to properly describe the problem. When the ticket has been initiated, the Help Desk will give you a ticket number, which is a reference for that problem. If you require an update, or wish to add any information to the ticket, simply call the BC OnLine Help Desk and give the agent the ticket number.

After assigning the ticket number, the Help Desk refers the ticket to internal personnel for resolution. When the problem has been solved, someone will call you back with an explanation of the resolution. If you do not hear back in what you consider to be a reasonable amount of time, you may contact the BC OnLine Help Desk with your ticket number. The agent will be glad to give you an update.