Maryland Business Tools State Contacts

Please call the contacts listed prior to submitting requests to national level helpdesks or support.

Business Tools Support Hierarchy

• Support to Local Users: Questions, comments and requests for training that originate from field office users will be directed to the State level support staff and resolved at that level.
• Support to State Users: Questions, comments and requests generated by field office users to the State designated support staff and are un-resolved, or that originates at the State user level, will be directed through the State designated contact, and transmitted to the appropriate national support desk, national program manager, software application sponsor, or national business tool contact, for resolution.

Documentation for Support Issues

Requests submitted with incomplete information or description of the software malfunction will delay resolution of the problem. The key information needed will vary by application, but should include:

• The specific error message, if one is generated. The “Print Screen” function can be used to copy and paste the image to an email or Word document;
• The document, contract number, contract item number, or customer folder name;
• Any details on steps taken to resolve the problem prior to forwarding to the state office.
• Be sure to WinZip and password protect electronic documents containing secure sensitive information prior to emailing. If faxing documents containing secure sensitive information, notify the individual you are faxing the document, prior to sending, so they know to retrieve the information from the fax machine as soon as possible.

Business Tools Training

 Requests for training on how to use applications and why specific business rules of internal controls are implemented should be routed to the appropriate state office contact.

The chart below identifies who the appropriate Maryland State NRCS contact is for various business tools applications. Field office users are not to request assistance using the “contact us” feature for any business tool application. Any business tool issue that cannot be resolved at the field office level must be submitted to the appropriate state level contact for processing. Any issues that cannot be resolved at the state level will be forwarded to the appropriate national level contact using the “contact us” feature. When appropriate a courtesy copy of the request will be sent to the designated conservationist in the field office. Sections within the state office will maintain a record of business tools issues submitted to NHQ.

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