Technology Protocols

The CES DYS IT Support team is the central point of communication for all education technology-related issues that might arise in your day-to-day technology-based activities in the classroom, including issues surrounding student computers, software, websites, and/or teacher laptops.

How to submit a ticket to the CES Help Desk:

Send an email to support@collaborative.org.  Please include the following:

Description of the problem

Please be specific and include error messages if possible. For instance: “my computer does not work” or “the entire Internet is down” are vague descriptions and give our team little to go on. Further, it will simply take more time for us to resolve.

Location

Your name, program name, and a contact phone number.

Once we receive your ticket we will arrange for support according to need ranging from phone consultation/problem solving with the Collaborative tech support team, a remote support session, a tech support visit, or a DYS/EOHHS tech support solution.

Internet not working?

If you can't email or connect to the support website, call CES Support Mailbox at 413-588-5933 to leave a message with your name, contact information, nature of the problem, priority level, and where you are located.

Google (Gmail, Drive, Calendar, Classroom, etc.)

With your orientation paperwork, you were provided with a username and temporary password to access your work email (Gmail). You must use this information to log in and create your permanent password. If you do not have this information, contact support@collaborative.org. If you need help using your Gmail account, contact your Instructional Coach or Instructional Technology Coach.

Aspen

To receive your log-in information to access the Aspen Student Information System, please contact support@collaborative.org. You will receive a response with your User ID and a temporary password. You must use this information to log in and create your permanent password. 

Vector Evaluations+

You will receive an email from Vector Solutions/TeachPoint, valid for 48 hours, requesting that you set up your account. If you have not received this  email, contact support@collaborative.org and copy your Regional Education Coordinator immediately.