About NHSN Help Desk
Request Support: NHSN-ServiceNow Customer Service Portal
Hours: Monday – Friday; 7am – 5pm EST
Email: nhsn@cdc.gov
The NHSN User Support Help Desk receives requests for support through the NHSN-ServiceNow Customer Service Portal. NHSN users will log in through SAMS to access ServiceNow and create a request for support. Once a request is submitted, an auto-generated email response is sent to Users with confirmation that a ticket has been created. The generated response will include a ticket number and link to NHSN-ServiceNow for reference. Users that do not have access to SAMS can email the Help Desk at nhsn@cdc.gov.
We strive to meet the following resolution timeframes listed below, though extenuating circumstances may delay resolution for a small number of requests:
| Help Requests | Resolution Time |
|---|---|
| Requests received 15 days prior to a Centers for Medicare and Medicaid Services (CMS) reporting deadline | Requests directly related to CMS reporting and requiring subject matter expert involvement will be resolved within 7 business days. |
| Requests requiring Subject Matter Expertise (SME) received from 5 to 15 business days prior to a CMS reporting deadline | Requests directly related to CMS reporting and requiring subject matter expert involvement will be resolved within 5 business days |
| Requests requiring SME received 4 business days or less, before a CMS reporting deadline | Every effort will be made to resolve each request before the deadline |
| Requests requiring SME, not related to CMS reporting deadline | Within 7 business days |
| No Subject Matter Expertise response required | Within 2-5 business days |
*Subject Matter Expertise is required for questions regarding data analysis or surveillance protocol interpretations.
