SUPPORT PROCESS

Below you will find the steps that applicant System-to-System (S2S) users should take when they encounter a system problem.

Step 1: Review the Applicant System-to-System FAQs [LINK to new page below] to see if the resolution to your issue is covered there. Also, verify that your certificate has not expired. The S2S Applicant listserv is not the proper vehicle to use for resolving technical issues.

Step 2: The Grants.gov Program Management Office (PMO) will assist S2S users in determining if the Grants.gov system is the cause of the issue.
NOTE: If you are using an S2S service provider, please contact them for support first when you identify a problem before contacting the Grants.gov PMO.

Step 3: When you identify that there is a problem, send an email to Vincent.Sprouls@hhs.gov, the Grants.gov S2S Program Coordinator, and include as much of the following information as possible to expedite the investigation and resolution of the issue:

• Description of issue
• Tracking numbers
• Opportunity numbers
• Time issue occurred or was noticed
• Point of contact name, email and phone number
• DUNS number
• Certificate HEX number
• Screen shot if the issue is an error message

Step 4: The Grants.gov PMO will:

• Strive to resolve the issue via email within 3 business days.
• Serve as the intermediary between you and the various components within Grants.gov if ongoing communication is necessary to resolve an issue.
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