Help & Technical Support

Attention: Internet Support for Flash Software
Attention: Important information on Google Chrome Browser

Technical Support available 24 hours a day, every day.

The availability of different levels of support does vary. Please refer to note below.

Ways to Request Help

 When sending an email please include:

  • Your full name
  • Excelsior ID and/or the last 4 digits of your Social Security number
  • Your date of birth
  • Your current address
  • A detailed description of the problem you are encountering
  • Any error messages (if any) you are receiving

For help with CD-ROM courses, please refer to the For Help email address located on the front of your CD-ROM.

 

Availability of Technical Support

Level 1 24/7/365 including College holidays

  • Username/password issues
  • Accessing the College website, online courses, online exams, practice exams
  • Browser settings
  • Submitting assignments or discussions
  • Submitting College applications
  • Escalate requests to Level 2 support as needed
Level 2 Monday – Thursday 9:00 am to 9:30 pm ET
Friday 9:00 am – 4:30 pm ET
Saturday & Sunday 9:00am – 3:00 pm ET
Excludes all College holidays

  • Provides Level 1 support
  • Troubleshoots all technical problems related to Excelsior College’s website and online courses/exam/practice exams
  • Monitors requests that need to be escalated to Level 3 support and keeps the customers up to date on the progress
Level 3 Monday through Friday 9:00 am to 4:30 pm ET, excludes all College holidays

  • Administrators working in the Information Technology department as well as various departments throughout the College that receive requests escalated by Level 2
  • Some research and investigation at this level might be required