Technical Support

e-Learning Center's Faculty Help Desk

elc-help@nau.edu

928-523-5554 (in Flagstaff)
866-802-5256 (toll free from elsewhere)

The e-Learning Center's Faculty Help Desk offers email support and telephone support and is available for faculty and staff during the hours shown below, except on university holidays.

Faculty Help Desk Hours
Day(s) Hours of operation
Monday through Thursday 8 a.m. to 10 p.m.
Friday 8 a.m. to 8 p.m.
Saturday 3 p.m. to 7 p.m.
Sunday Noon to 10 p.m.

 

Email Support at elc-help@nau.edu

Faculty and staff can send email to the e-Learning Center at any time. Support technicians will respond to email within one business day.

Telephone Support
928-523-5554 (in Flagstaff)
866-802-5256 (toll free from elsewhere)

Support technicians strive to respond to all calls within five minutes, although during periods of high call volume, such as the first week of a semester, callers might have to wait on hold longer than five minutes to speak with a technician. If you call outside our hours of operation, or if your call hasn't been answered within five minutes, please leave voice mail or send email to elc-help@nau.edu. We respond to voice mail and email within 24 hours on business days. For questions we can't answer immediately, we will create a "help ticket" and will follow up with you as soon as possible.

 

After-Hours Telephone Support from the Student Technology Center
928-523-9294 (in Flagstaff)
888-520-7215 (toll free from elsewhere)

The Student Technology Center (STC) is available 24/7 during the fall and spring semesters, and STC staff will attempt to answer instructor and staff questions immediately. The STC can answer only very basic questions about Bb Learn, such as how to log in. If your questions require additional expertise, the STC will escalate those questions to the e-Learning Center, and one of our respresentatives will follow up with you the next business day.

Web Support

Check our website for self-service tutorials in video and step-by-step formats. Also check the answers to Frequently Asked Questions, which includes our known issues FAQ and our issues and workarounds tutorial.

In-Depth Support

For complex questions, projects, or situations beyond the scope of the Faculty Help Desk, we offer training and one-on-one consulting. To schedule a consulting appointment, contact the instructional technologist or instructional designer assigned to your college or school, or sign up for a training session that fits your schedule.