System-to-System
Resources
and Responsibilities
From NIH's perspective all system-to-system solution providers (both commercial and institution) will be considered System-to-System Trading Partners for the purposes of support and web services.
When reporting technical issues, S2S Trading Partners should:
- Email B2BSupport@mail.nih.gov. This will bring your issue directly to the attention of eRA Commons second tier support for eSubmission.
- Hours of support will be 8:00 a.m. to 8:00 p.m. ET Monday through Friday, except federal holidays
- Include as much information as possible to help NIH troubleshoot the issue (time, date, tracking numbers, error messages, etc.)
- B2B Support will acknowledge your email within 3 business hours and respond within 24 hours.
- B2B Support is triaged based on severity.
- If B2B Support does not respond in 24 hours, email B2BSupport@mail.nih.gov again and cc Tina Faunteroy (faunteroy@mail.nih.gov) and David Hunter (hunterd@mail.nih.gov).
- When S2S Trading Partners report technical questions or issues on behalf of applicants, NIH will respond to the Trading Partner and not the applicant.
- S2S Trading Partners should direct their applicants to contact the Commons helpdesk and/or the Grants.gov Contact Center when appropriate. See Finding Help for contact information.
eSubmission Communications
- Significant delays in service, deadline extensions, agency-specific form changes and other pertinent eSubmission information will be communicated through the S2S listserv (NIH_ESUB_SYS2SYS-L@LIST.NIH.GOV).
- The S2S listserv should also be used for general technical inquiries regarding the development of system-to-system solutions that service grant applications to NIH not Grants.gov or policy questions.
