New and Improved NACC Support

To better serve our growing network of colleagues, partners, and researchers, we are moving to a ticketing system for tracking support requests. This new system will allow NACC to provide tracking, transparency, and continuous improvement to our support process. 

What is Changing? 

Instead of emailing naccmail@uw.edu for general inquiries, or nacchelp@uw.edu for technical assistance, you will simply fill out an enhanced NACC Support Request form. 

NACC also offers many self-service support resources on our website. Before submitting a request, visit the ADRC Support or Researcher Support for guidance, documentation, and answers to frequently asked questions.   

Can I still contact NACC team members directly? 

We appreciate the great working relationships we have built with members of the ADRC network, and the intent of this change is to improve support delivery, not block direct communication. But when you contact individual team members with a critical question, we can’t ensure your email isn’t lost in their Inbox or languishing while they are on vacation. 

A ticketing system allows NACC to build an internal knowledge base that we can use for FAQs and to solve common inquiries. Additionally, it allows the entire NACC team to offer support to the ADRC program and ensure questions are answered in a timely fashion. Your NACC contact will only ask you to fill out a NACC Support Request if/when appropriate. 

Timeline 

NACC is targeting late Summer/early Fall to switch to using the Support Form exclusively. We will notify you via the NACC Navigator and ADRC Community Forum when we have phased out nacchelp@uw.edu.