Appendix C: User Support
For additional information and assistance in using TIDE, contact the BIE Smarter Balanced Help Desk.
The Help Desk is open Monday-Friday from 9:00 a.m. to 9:00 p.m. Eastern Time (except holidays or as otherwise indicated on the BIE Smarter Balanced Assessment Portal).
BIE Smarter Balanced Help Desk
Toll-Free Phone Support: 1-866-287-5929
Email Support: biehelpdesk@cambiumassessment.com
In order to help us effectively assist you with your question, please be ready to provide the help desk with detailed information that may include the following:
- If the issue pertains to a student, provide the SSID and associated district or school for that student. Do not provide the student's name.
- If the issue pertains to a TIDE user, provide the user's full name and email address.
- Any error messages that appeared.
- Device, operating system, and browser information, including version numbers (e.g., Windows 7 and Firefox 31 or Mac OS 10.7 and Safari 6).