Periscope provides New Jersey with enhanced Support services to support end-user reported NJSTART application issues for NJSTART Agency users (“Services”). Services include dedicated Tier 1 and Tier 2 Support, as defined below:
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State Agency users can request support by calling the dedicated toll-free number 844-248-0300, or by emailing njstartagency.support@treas.nj.gov. Stated emails will be reviewed by the NJSTART Internal Administrator and forwarded to
njstart-support@periscopeholdings.com for assistance where needed. -
Periscope provides Help Desk support between the hours of 7 AM and 5 PM ET, M-F (excluding Periscope-observed holidays).
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Services for Tier 1 Support include support for issues such as:
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Login assistance
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Basic system functional questions, including:
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Document creation
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Errors and warnings
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Email notifications.
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Services for Tier 2 Support include support for issues such as:
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Escalations from Tier 1 Support
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Utility and integration issues
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Log review.
All Tier 2 Services are invoked by Periscope Support Agents at their discretion to address customer Tier 1 requests for assistance.
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Periscope considers the following areas out-of-scope for Support, and would need to be redirected back to NJSTART Internal Administrator:
- New Jersey provides ePro support services to all suppliers registered on NJSTART.
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Periscope will not provide guidance or support related to:
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Procurement policies or procedures
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Approval paths issues, including set up
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Adding users
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Transfers
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Information entered in documents
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Testing of new features.
- Tier 1 NJSTART Vendor Support
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Periscope’s Supplier Enablement team provides vendor support for NJSTART Marketplace suppliers.
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