stncontactlist-afr&mid-ver9-sept20-2010.pdf
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STNContactList-AFR&MID-Ver9-Sept20-2010.pdfTRANSCRIPT
ETS Confidential Material. Unauthorized reproduction or distribution is prohibited.
Copyright © 2010 by Educational Testing Service. All rights reserved. ETS, the ETS logo, LISTENING. LEARNING. LEADING. and TOEFL are registered trademarks of Educational Testing Service (ETS) in the United States and other countries. TExES is a trademark of
Texas Education Agency. PROMETRIC is a registered trademark and the Prometric logo is a trademark of Prometric.
Page 1 of 2 Africa/Middle East
Version 9 September 20, 2010
STN iBT Contact List for Test Center Staff
Test Day Contact for All Issues: Global Help Desk FOR TEST CENTER PERSONNEL ONLY; do not share these contacts with examinees
Recommended: Use Online iSupport Alternative: Call Your Regional Global Help Desk
http://ehelp.prometric.com
You can contact the Global Help Desk via the iSupport website 24 hours a day, 7 days a week.
To use iSupport from your STN administrative station: After you have completed Test Setup, click the Links menu on the Home tab, and choose iSupport from the list.
Region: Africa and Middle East
Note: Other regions are listed on page 2.
Telephone Number: +1-443-751-4884
From South Africa only: 0800 980 562 (toll free)
Regular Days/Hours:
Mon–Fri 7:00 am–5:00 pm
Sat/Sun 7:00 am–4:30 pm
*The Global Help Desk is available during all test administrations, including those outside of regular days/hours.
Things to Remember Each time you contact the Global Help Desk:
Obtain the TICKET NUMBER assigned by the Global Help Desk, and keep a record of it.
File a CENTER PROBLEM REPORT (CPR) in addition to
contacting the Global Help Desk. Describe the situation and outcome in the CPR, and include the ticket number provided by the Global Help Desk.
Note: CPRs do not provide real-time communication. ETS
reviews CPRs during the week after the administration.
Was an examinee unable to start or complete the test because of a technical problem or test center issue? If so, take all of the following actions:
Report the problem to the Global Help Desk, and identify the affected examinee(s).
File a CPR and include the ticket number provided by the Global Help Desk.
Inform affected examinees that you have reported the problem. They will be contacted within 3 to 5 business days about rescheduling.
Customer Service Contacts for TOEFL Examinees
TOEFL Website: www.ets.org/toefl
Please advise examinees to visit the TOEFL website for the latest information about policies, score reports, refunds, registration
bulletins, practice test materials, and online registration.
TOEFL Services:
Phone: 1-877-863-3546 – from the United States, Canada,
American Samoa, Guam, Puerto Rico, US. Virgin Islands
1-609-771-7100 – from all other locations
Monday–Friday, 8:00 am–8:00 pm, New York time
E-mail: [email protected]
Include name, address, date of birth, test date, registration number. Allow approximately 3 to 5 business days for a response.
Mail:
TOEFL Services Educational Testing Service
PO Box 6151
Princeton, NJ 08541-6151, USA
ETS Confidential Material. Unauthorized reproduction or distribution is prohibited.
Copyright © 2010 by Educational Testing Service. All rights reserved. ETS, the ETS logo, LISTENING. LEARNING. LEADING. and TOEFL are registered trademarks of Educational Testing Service (ETS) in the United States and other countries. TExES is a trademark of
Texas Education Agency. PROMETRIC is a registered trademark and the Prometric logo is a trademark of Prometric.
Page 2 of 2 Africa/Middle East
Version 9 September 20, 2010
Additional Test Center Contacts (For Times Other Than Test Day)
FOR TEST CENTER PERSONNEL ONLY; do not share these contacts with examinees
Issue Contact Area and Method (Include your test center number in all correspondence)
• Emergency closings (e.g., due to inclement weather) • Technical problems • Test center set-up and readiness problems • Headset or camera problems • No staff available for a test administration
Global Help Desk – See page 1 for iSupport instructions and the
Global Help Desk telephone number for your region.
Reminder: Every time you contact the Help Desk, obtain the TICKET
NUMBER and keep a record of it.
• Test date schedules and opting in to test dates • Replacement for a defective headset or camera
ETS Network Planning & Management: [email protected]
• Change of reporting address (test center relocation)
• Permanent Changes to Seating Capacity:
• Center expansion; adding a testing lab • Permanent reduction in seating capacity
ETS Network Planning & Management: [email protected]
Exception: If you are requesting a change within 48 hours before a
scheduled administration that will be affected by that change, contact the Global Help Desk.
Questions about TCA Certification Prometric–Site Readiness: [email protected]
Payment Issues:
• Late payment • Payment not received
Prometric–Channel Site Compensation:
• Policies and Procedures • Shipping Used Confidentiality Statements to ETS:
Test centers are required to have every examinee complete and sign a Confidentiality Statement during check-in, and send completed Confidentiality Statements to ETS once per month.
For policies and procedures, shipping instructions, and an Administrator’s Report Form, visit the Electronic Manuals area of the STN Documentation website www.prometric.com/stn (Click STN Sites in the left column; then log in with User name: stn_centers; Password: stn3)
Escalated Issues (i.e., issues that have not been resolved sufficiently via the specified contacts):
• Escalated issues related to test date participation, bulk registration, registration system, or capacity
------------------------------------------------------------------------------ • Other escalated issues
ETS Network Planning and Management: [email protected]
--------------------------------------------------------------------------------------------- ETS–iBT Governance: [email protected]
When escalating Help Desk issues, include your ticket number.
Global Help Desk Telephone Numbers for All Regions
Region Telephone Number *Regular Days/Hours
Africa and Middle East +1-443-751-4884
From South Africa only: 0800 980 562 (toll free)
Mon–Fri 7:00 am–5:00 pm Sat/Sun 7:00 am–4:30 pm
Australia, New Zealand, Asia/Pacific 60 37628 2200 Mon–Fri 7:00 am–6:00 pm Sat 8:00 am–5:00 pm
Europe +31 320 239 520 Mon–Fri 7:30 am–6:00 pm
India +91-124-4517150 Mon–Sat 9:00 am–5:30 pm
Japan +81-3-5541-4709 Mon–Sat 8:00 am–9:00 pm Sun 8:00 am–7:00 pm
Korea +80-808-0031 Mon–Sat 9:00 am–6:00 pm
Latin America and Caribbean For TOEFL: 1-443-751-4554 For Texas Educator Certification program: 1-443-751-4028
Mon–Fri 5:00 am–6:00 pm Sat 7:30 am–4:00 pm
United States and Canada For TOEFL: 1-800-253-6754 For Texas Educator Certification program: 1-800-789-9947
Sun–Sat 6:00 am–1:00 am
*The Global Help Desk is available during all test administrations, including those outside of regular days/hours.