Interface Tutorial

This tutorial focuses on the general layout and functionality of the POLAR ICE application. This includes high-level layout and document-level layouts for ORWs, SIPs, and other custom document types. Click on the tabs below to display information in the Description window or the Helpful Hints window.
Description Helpful Hints
Live Help

Live Help is the real-time chat interface allowing you to receive support for technical issues while using POLAR ICE.

Located in the left-gutter of the web browser, clicking Live Help initates a text-based chat session with a support technician during normal business hours.

Normal business hours are defined as:

  • Monday-Friday 8am - 12pm, 1pm-5pm Mountain Time (MT)

    • *Note: LIVE Help does not function properly with the Safari web-browser. To utilize LIVE Help support, use Internet Explorer v6+ or Netscape Navigator v7+

    The support tech can see where the user is located within the system and answer questions about using the system.

    Live Support Image

    Once a chat session is initiated, a browser-based window will open, allowing you to chat with a technician. If a technician is unavailable, you will be prompted to leave a message. Leaving a message will send an email to polaricesupport@usap.gov and will be answered upon the technician's return. If the request is made outside of business hours, your support request will be addressed the next business day.

    Chat Window

    The Live Help chat window looks as follows:

    Live Support Image - Chat

    The Live Help "Away" window looks as follows:

    Live Support Image - Away
    Additional Support Methods

    Support for POLAR ICE can be obtained not only via LIVE Help, but also through phone and email:

    • Email support via polaricesupport@usap.gov
    • Phone support via 1-800-688-8606
    • Phone support if in Colorado via 303-790-8606
    • Remember, support is available during normal hours of operation, Monday-Friday 8am - 12pm, 1pm-5pm Mountain Time (MT)
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    Live Help

    GENERAL

    • Live Help is typically the fastest way to receive technical support on technical aspects of POLAR ICE
    • Remember, support is only available during normal hours of operation, M-F 8am-12pm, 1pm-5pm MT

    What LIVE Help is NOT

    • Live Help support technicians are not available to advise you as to specific content for your POLAR ICE document. They are trained specifically to assist in the use accessing and navigating the application.
    • Content for completing ORW's questions must be provided on your own in order for NSF to be fair to all ORW submittals.
    • For assistance in completing SIP content, your assigned POC can assist you in filling out the contents of the document.

    Known LIVE Help Issues

    • The use of Live Help has known issues with the Safari browser. We have done our best to accomodate this issue. If you prefer to use Safari, you best option for support is by utilizing phone or email support.
    Information Technology
    OPP 0000373
    IT-A-0605    		 Public
    Release 3.0