On September 1, 2022, Alluma discontinued their customer support number (866-429-1979) for One-e-App technical issues. Now there are two ways to resolve One-e-App problems:

1. Customer Support Portal Service Desk by SolarWinds at https://GetHelp.alluma.net
   1. To use this portal, contact your organization’s Lead to setup your SolarWinds account.
   2. After account setup, you can do the following:
      • Submit trouble tickets with description of technical problems to Alluma.
      • Identify the level of urgency of requests (i.e., Urgent- Family Waiting)
      • Check the status or progress of the request to see if the problem is resolved.
      • Access your history of submitted trouble tickets and their resolution.
2. SME Hotline for live person technical support at (833) 714-6500
   1. • Recommended for technical issues that can be promptly resolved through guided instructions with a SME (Subject Matter Expert).
      • The SME will investigate your technical issue and answer technical questions.
      • If the problem cannot be promptly resolve and is determined to be a OEA system issue, the SME will submit a trouble ticket on your behalf.

The hours of operations for the SME Hotline and Alluma are Monday to Friday 8 AM to 5 PM and closed on weekends and holidays. Urgent requests submitted through SolarWinds will only be responded to during these hours.