Gathering More Information (no team member with clearance available)

Created by Ola Alsheshan, Modified on Mon, 27 Oct, 2025 at 7:39 PM by Lesiee V

Specialist Notes:

IMPORTANT!

ONLY use this SR when no staff with clearance is on shift. This step will get us one step closer to resolution by gathering the missing information.

Please be sure to change the information in the square brackets.
If the user is NOT from Small Business Administration (SBA, DE), be sure to remove the SECOND question.

Standard Response:

Thank you for contacting [Client + Portal Name] End-User Support!

We sincerely apologize for the difficulties you're experiencing. To better assist you, would you please provide the below information?

- Are you a Federal Employee or a Contractor?

- Are you with the Disaster Enterpise?

- Date of Hire:

- Is this your first time accessing the [TMC/OLU]?

- Do you receive any error messages when attempting to log into the [TMC/OLU]? If so, would you please provide a screenshot of the error message?

We look forward to your response!