Contact Center

If you exeperience extended wait times today due to the weather situation and you do not need immediate assistance please e-mail the Contact Center: support@grants.gov.

This will reduce some of the call volume.

ALERT: Contact Center Extended Call Wait Time

The Grants.gov Contact Centers physically reside in Kentucky and Texas. Yesterday, January 27, the Kentucky facility experienced a phone outage due to a Sprint fiber line outage which has since been corrected by Sprint. When the outage occurred all calls were forwarded to Texas. This resulted in increased wait times. A message was put on our IVR script indicating extended wait times for callers.

Today, January 28, the Texas facility has encountered a number of employees calling out for the day to due the impact of the ice storm there; schools and businesses are closed therefore Customer Support Representatives had to take off to take care of their families.

With the system slowness experienced over the last week calls have doubled. With the situation today as a result of the ice storm in Texas caller wait times will be extended. We have placed a message on the IVR script alerting customers. If you do not require immediate assistance please e-mail the Contact Center www.support@grants.gov

Regards,
Grants.gov PMO

ALERT: Contact Center Extended Call Wait Time

The Grants.gov Contact Centers physically reside in Kentucky and Texas. Yesterday, January 27, the Kentucky facility experienced a phone outage due to a Sprint fiber line outage which has since been corrected by Sprint. When the outage occurred all calls were forwarded to Texas. This resulted in increased wait times. A message was put on our IVR script indicating extended wait times for callers.

Today, January 28, the Texas facility has encountered a number of employees calling out for the day to due the impact of the ice storm there; schools and businesses are closed therefore Customer Support Representatives had to take off to take care of their families.

With the system slowness experienced over the last week calls have doubled. With the situation today as a result of the ice storm in Texas caller wait times will be extended. We have placed a message on the IVR script alerting customers. If you do not require immediate assistance please e-mail the Contact Center support@grants.gov


Regards,
Grants.gov PMO

ALERT: Grantor and Applicant login error resolved

The Error 404 experienced by users this morning has been resolved.

ALERT: Grantor and Applicant login error

The system is currently experiencing an "Error 404" for the grantor, applicant, and E-biz logins.

We are aware of the problem and working on the resolution. Once resolved, we will update this blog message.

Grants.gov System Status

At 8:50 a.m. this morning there were 850 users logged into the system. We anticipate a heavy load this week so we continue to recommend applicants submit off hours and early.

If an applicant calls our Contact Center and the system status is slow then the Customer Support Representative will give you the option to call back and to create a customer service ticket on your first call that you can reference when you call us back. When the system is slow there is a ripple effect to the Contact Center. The reports the Contact Center run take a long time when the system is slow.

We are scheduled to conduct round 3 of testing on Build 2008 - 03 this week and then determine a deployment date. This build increase the number of concurrent users to two thousand, hence alleviating the current system slowness users are experiencing.

Regards,
Grants.gov PMO

ALERT: Applicant and Grantor login problem resolved

The Error 404 message received by some users earlier this morning has been resolved. Site usage remains high and users may experience slow response or delays when logging into the system.

ALERT: Grantor and Applicant Login problem

The system is currently experiencing an "Error 404" for the grantor, applicant, and E-biz login.

Submission of applications is not affected by the issue. Applicants can successfully submit applications.

We are working to resolve this issue and will notify you once resolved.

ALERT: Applicant & Grantor Login Issue

The system is currently experiencing issues with both applicant and grantor login.

At this time the Apply functionality is working. Applicants are able to submit if they are able to log in.

We are working to resolve this issue and will notify you once resolved.

ALERT: System Slowness

Updated January 22, 2009

Grants.gov is experiencing extreme system slowness since we have 2,000 users logged into the system right now. If the grant opportunity you are applying for does not close today we recommend you submit off hours (after 6:00 p.m EDT) so those with closings today can successfully submit.

If you are unable to submit by your closing deadine please contact the Grants.gov Contact Center to create a customer service ticket identifying your trouble submitting.

Contact Center
800-518-4726

Grants.gov Daily E-mail Notifications of New Opportunities

Grants.gov was scheduled to terminate the daily e-mail notifications of Agency new grant opportunities on January 31, 2009. During the January 15, 2009 GEB the decision was made to keep the daily e-mail notifications so this service will not be terminated. We will continue the RSS feed so applicants will have two sources to view new opportunities.

If you have any questions please contact the Grants.gov PMO staff.

Regards,
Grants.gov PMO

ALERT - Grants.gov Applicant Login Issue

If you are an applicant who has renewed, modified or registered with the Central Contractor Registration (CCR) after December 31, 2008 and cannot login to Grants.gov please contact the Grants.gov Contact Center (1-800-518-4726/support@grants.gov).

Grants.gov is currently experiencing an issue pulling the nightly data extract from CCR. If you have verified your CCR registration is active and you call the Grants.gov Contact Center please have the following information available so that Grants.gov can manually enter your information into the Grants.gov system to activate your Grants.gov username and password.

DUNS, DUNS plus 4, legal business name, government business primary POC email address, M-PIN, registration date with CCR, applicant name, phone number and email address.

Grants.gov will create a customer service ticket for your call and notify you once your Grants.gov username and password are active.

Regards,
Grants.gov

ALERT: Testing Environment Unavailable

The Grants.gov testing environment (AT07) is currently unavailable and off-line. We are working on bring it back up and will alert you when you can begin testing.

Regards,
Grants.gov PMO