Technology Services

The NCDPI Support Center is available to answer or resolve many of your technical issues or questions regarding applications which support the NC State Board of Education and public education in the K-12 environment.

How to Submit a Request for Support

To contact the Support Center about a specific application, all designated customers and DPI staff can submit and manage requests for support using the ServiceNow web portal.

ServiceNow Training and Guidance

Quick Reference Document

To contact the Support Center by phone, please call 919 716-1840 from 7 a.m. to 4 p.m., Monday through Friday.

Additional Contacts for Support:

• EDDIE
• GDVS
• School Report Cards
• ERaCA
• NCID

K12 Cybersecurity Resources Provided by DPI:

• A full listing of resources and contact information
• Managed Internet Access monitored 24x7 with Distributed Denial of Service (DDoS) Auto-Mitigation Protection and other protection features
• Next-Generation Firewall Service monitored 24x7
• Locally Managed Content-Filtering to protect students and staff from harmful Internet resources
• Local Network-based asset discovery and local network visibility tools for asset inventory, vulnerability identification, and risk categorization
• Cybersecurity Awareness and Training Platform that enables PSUs to establish a customized training and awareness program, including simulated phishing campaigns
• Multi-perspective external vulnerability scans, needs assessments, and best practices in K12
• Contact K12cybersecTeam@dpi.nc.gov for more information

Other Resources: NCLGISA Strike Team (North Carolina Local Government Information Systems Association) – Partnering with NC Emergency Management, provides expert first-response and support to cyber events. https://www.nclgisa.org/page/strike-team  Non-critical requests: itstriketeam@nclgisa.org Incident Response 24x7x365: (919) 726-6508

Suspect a North Carolina K12 Cyber Incident? Immediately report it to the following entities:

• MCNC 24-hour NOC: 919-248-1111
• NCLGISA IT Strike Team: itstriketeam@nclgisa.org; 919-726-6508
• State of NC Incident Reporting Form: https://it.nc.gov/cybersecurity-situation-report
• Your local law enforcement agency
• The North Carolina Information Sharing and Analysis Center (NC ISAAC): ncisaac@ncsbi.gov, 919-716-1111
• The FBI via the Cybersecurity website complaint form: https://www.ic3.gov 

Additional Resources:

• The State of North Carolina offers a multitude of resources, alerts, and contact information for key personnel that can assist with breach mitigation, training, statewide information sharing, etc.: https://it.nc.gov/statewide-resources/cybersecurity-and-risk-management
• K12 Security Information eXchange (K12 SIX) - a nonprofit threat intelligence and best practices sharing community for members of the U.S. K-12 education community committed to preventing and responding to cyber threats, together.
• Cybersecurity & Infrastructure Security Agency (https://www.cisa.gov/) – Operational lead for federal cybersecurity defense, response, and awareness information sharing.

Visit the School Connectivity / E-RATE Page

The NCDPI School Connectivity E-Rate Team offers the following free comprehensive E-Rate training and support services to all PreK-13 public schools in the state:

Connectivity Services
	E-mail and telephone support in completing applications and program forms.
	Virtual reviews of applications and program forms.
	E-mail and telephone support in completing Compliance Reviews and Audits.
	Updates and training at conferences and regional meetings.
	Internet updates and information archival
	Onsite outreach and training as requested (depending on travel restrictions).
	NC E-rate emails used to communicate updates, newsletters and executive summaries to designated E-rate contacts across the state. See link below.
	Access to experienced network analysts with working knowledge of the E-rate Program.
	Access to multiple state-level E-rate Specialists for continuity of service and “on-demand” service.