About NHSN Help Desk
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 email@example.com.
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.