Helpdesk Protocols

Updated: Apr 9, 2018

The Short Version:

Empower offers a helpdesk for technical tickets and requests. It is not available to all users of Empower. Select lead users at each district will be able to create tickets and interact directly with Empower's team of technicians.


The Full Version:

OEC will be provided access to their own account in the Empower Learning LLC Help Desk to create and follow up on tickets. The Local Organizational Empower Contact (OEC) is responsible for submitting tickets for the organization to the Empower Learning, LLC Help Desk.


Monitoring & Service Expectations:

Educate Help Desk support for responding to issues will be available 9AM – 5PM EST M-F excluding holidays. For example, issues reported on Friday at 6 PM will not be looked at until 9AM the following Monday.


It is important for tickets to be priority coded appropriately.


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