Microsoft IT Academy Microsoft IT Academy Program Tribal Education Conference November 29, 2012 Jocelyn Paul IT Academy Deployment Microsoft Learning.

Slides:



Advertisements
Similar presentations
Enhancing the AQA Computer Science GCSE with IT Academy MTA
Advertisements

SE Name SE Title Blackboard Training: Approaches and Opportunities.
July 24, 2012 Amy Merrill Microsoft Learning Microsoft IT Academy Program.
IT Academy Lesson Plans Keith Loeber
Industry Certification Program…. for Tennessee Business Technology Instructors! Presented by: Dr. Lloyd Brooks 2006 Summer Conference - Murfreesboro.
Professional Development
1 WeCAN Works Presentation Monday, December 14, 2009.
Warren County Middle School Business and Information Technology Program IC 3 Certification Program 2 Year Progress Report.
Microsoft Certified Educator (MCE)
ALE Conference July 8, 2013 Hot Springs Convention Center.
Microsoft IT Academy Summer Conference - WA August 8-10 Jocelyn Paul Microsoft Learning Microsoft IT Academy Program.
IT Starts Here.. Invest Big without a Big Investment Want to build and deliver technology education with a simple, convenient, and affordable suite of.
Digital Potential ICT Skills for Computer and Information Literacy.
Microsoft Office Specialist Certification presented by Chuck Elliott Microsoft Office Specialist: Outlook 2002 Microsoft Office Specialist Expert: Excel.
Version Achieve industry-recognized certification Prove you have the skills employers are looking for Boost your workforce resume Gain valuable.
Certify skills through Microsoft ® Office Specialist Microsoft Office Specialist 2010 represents an exciting opportunity for students to become.
Microsoft Corporation Microsoft IT Academy March 19, 2012.
Certify skills through Microsoft ® Office Specialist Microsoft Office Specialist 2007 represents an exciting opportunity for job candidates to validate.
Certify skills through Microsoft ® Office Specialist Microsoft Office Specialist 2007 represents an exciting opportunity for individuals to increase.
A Global Learning Solution supporting Skills and Workforce Development Kim Rubbo IT Academy Program Manager - EMEA.
Alfred Thompson Microsoft Corporation Academic Relations Team.
16 December 2011 Dominic Gill & Terry Killer Unlocking Your Potential with Your Microsoft IT Academy Membership.
Turn ordinary workers into unstoppable teams.. Validate skills using the 2007 Microsoft ® Office system. Microsoft Business Certification represents an.
Certify skills through Microsoft ® Office Specialist Microsoft Office Specialist 2010 represents an exciting opportunity for employees to increase.
Passage Three MCDBA on Microsoft SQL Server 2000 Certification.
Certify skills through Microsoft ® Office Specialist Microsoft Office Specialist 2010 represents an exciting opportunity for students to become.
Certify skills through Microsoft ® Office Specialist Microsoft Office Specialist 2007 represents an exciting opportunity for students to become.
Program Overview A Digital Literacy Program. Introducing Intel® Easy Steps What is it? A basic technology literacy education program. Who’s it for? Adult.
Empowering Career Success in 21 st C Classrooms Joy Murray National Curriculum Specialist PBEA -- November, 2011.
IT Academy Benefit Overview
Certify skills through Microsoft ® Office Specialist Microsoft Office Specialist 2010 represents an exciting opportunity for individuals to increase.
Microsoft Corporation Teaching with Technology. Ice Breaker.
Microsoft IT Academy Jocelyn Paul
Graduate Certificate in ICT Education “The more powerful technology becomes, the more indispensable good teachers are.” Fullan, 1998.
Empowering Career Success in 21 st C Classrooms. Cengage Learning Our Businesses & Brands.
Redmond, 3 December 2012 Jocelyn Paul Deployment Manager Microsoft Learning Microsoft IT Academy Program.
Information Technology Programs. Why major in IT? “...Total US IT employment is predicted to double in this decade. Similarly, the security of computer.
North Carolina & ITA Academy. Students want: Real-world training Cutting-edge skills Valuable credentials Teachers want: Relevant curriculum Time-saving.
Fourth R Youth Division  Computer Training, Assessment & Certification Solutions  Seattle, Washington Headquarters  Established in 1991  Partners.
Getting Started with MSITA (Microsoft IT Academy).
Washington IT Academy Program NCCE Birds of a Feather Session March 15, 2012.
Partners in Learning Teaching with Technology Curriculum (ELJ) ENTER YOUR NAME ‘Traditional educational practices no longer provide prospective teachers.
Certification FCHS Master Level Students Reagan with her 7 Microsoft Office Specialist Certifications (Including two Expert level certifications) Courtney.
Teacher Tips Organization Utilize Favorites and Bookmarks Student username and password folders Familiarize yourself with resources that you find most.
The Microsoft IT Academy program is a global IT learning solution that connects educators, students, and communities It helps students during their early.
Redmond, 28 February, 2013 Jocelyn Paul Deployment Manager Microsoft Learning Microsoft IT Academy Program.
Microsoft IT Academy Summer Conference - WA August 8-10 Jocelyn Paul Microsoft Learning Microsoft IT Academy Program.
Brooke Skelton Itec-7445 July 13, The Barrow County School System’s technology mission is to maximize the integration and use of instructional technologies.
Microsoft Office Specialist Certification for Office 2010 After taking this course: – You will be eligible to pursue certification in Word and PowerPoint.
Standards Certification Education & Training Publishing Conferences & Exhibits ISA The International Society of Automation 2013 Society Overview.
Give Students Every Opportunity! IT Academy 2014.
Technology Plan SMITA PIMPLAPURE Final Project Technology and Educational Restructuring December 11, 2003.
Presenter Microsoft IT Academy (ITA) Overview. Agenda What is ITA? How to Request Membership Resource Dive.
Certification Program Keith Loeber Director. CERTIFICATIONS.
Benefits overview Speaker name goes here.
The Microsoft IT Academy program is a global IT learning solution that connects educators, students, and communities It helps students during their early.
Microsoft ® IT Academy in Rockingham County Public Schools Kelly Troxell, Ed.D., Director Career and Technical Education Marshall Price, Director Massanutten.
5 Impacts and Solutions for Adult Educators.  Steven Covey – 7 Habits of Highly Effective People. Know where you are and where you want to be. With a.
Innovations 2016 March 22, About Certiport, A Pearson VUE Business Bryce Lee Regional Director NOAM HED/WFD/Corp Sales Brent.
Microsoft Imagine Academy and Microsoft Certification
MICROSOFT IT ACADEMY CINDY PRIDGEN, FACILITATOR. WHAT IS MICROSOFT ® IT ACADEMY Program designed to help schools offer students and faculty learning solutions.
A Digital Literacy Program
Preparing students and educators to succeed by providing access to the latest industry recognized curriculum and certification CETPA 2011 Conference.
Microsoft® IT Academy in Rockingham County Public Schools
Value of Microsoft Office Certification
Pathways Power Performance
A global IT learning solution connecting students, educators and communities Microsoft’s Knowledge Transfer Programs as a Bridge Between Education and.
Using Microsoft LiveMeeting to Teach Online
Get Your Students Certified in MOS: Using the ‘Learn-by-Doing’ Approach LaFaith Washington, Educational Sales Consultant.
Presentation transcript:

Microsoft IT Academy Microsoft IT Academy Program Tribal Education Conference November 29, 2012 Jocelyn Paul IT Academy Deployment Microsoft Learning

What? Why? Who? The Microsoft IT Academy Program is a complete technology education solution connecting students, teachers, employers and local communities through a life-long learning model of leading-edge technology skills development. It was developed to bridge the gap between education and the real-world by equipping students with the IT skill sets they need for successful careers in today’s technology centered job market, and providing professional development resources for educators. Membership is open to public or private K-12 schools, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific/technical schools that are institutionally accredited by an accrediting agency nationally recognized by the U.S. Secretary of Education.

The Microsoft IT Academy program provides students the technology skills they need to be successful in college and a career. Skills that enable them to collaborate, communicate, and be critical thinkers, innovators, problem solvers and citizens of a global economy.

TECHNOLOGY SKILLS Jobs requiring IT skills (%) US Bureau of Labor Statistics More than 50% of today’s jobs require some technology skills, and experts say that percentage will increase to 77% in the next decade.

IT SKILLS GAP YEAR 2020 Jobs requiring IT skills (millions) IDC Data There are several studies that suggest there will be a significant gap in the next 5 to 10 years between the demand for and supply of IT professionals with the right technical skills.

Best Practice: Number of MOS certifications Number of Certification Attempts Active ITAs <10 4,036 14, WASHINGTON STATEWIDE ADOPTION 8,072 28, Planned “The Microsoft IT Academy is a game-changer for the entire state. It will put Washington at the forefront in helping students prepare to enter the twenty-first century workforce.” - Randy Dorn Superintendent of Public Instruction, Washington State

Florida’s Success

Need a flexible solution for teaching IT that meets the needs of the 21 st century workplace Don’t have time to develop and keep curriculum current and relevant Need to get and keep students interested and engaged Ensure students are skilled for life with the skills that need for employability Need to keep pace with industry demands and trends Need to differentiate the institution to attract students Teaching old technology Professional development needs for teachers despite shrinking budgets MEANWHILE, TEACHERS…

ITA Program Benefits Empowering academic institutions to help students achieve industry recognized skills and reach their career potential through high-quality training and certification.

Partnership with Microsoft Beginner to advanced full spectrum curriculum Curriculu m E- Learning Lesson Plans Profession al Developm ent Certificati on Digital Literacy Low cost academic pricing Beginner to advanced full spectrum curriculum Curriculu m for all Students Test Banks E- Learning Digital Literacy Staff Academic Pricing on MCP exam Vouchers Curriculu m Resource s Certificati on Starter Kit E- reference StaffFaculty Curriculu m for all Low cost academic pricing Career development path for ongoing technology skills Validate Knowledg e Competiti ve Edge E- reference MCT Members hip Curriculu m Resource s Logos and Posters Academic Pricing on MCP exam Vouchers Training FAQ Demonstrate Commitment Member Web site Validate Knowledg e Career development path for ongoing technology skills Resources and Partnership Curriculum Professional Development Certification Microsoft IT Academy Benefits Summary FOR EDUCATORS, STAFF, AND STUDENTS For every tribal high school – free Curriculum :: Digital Textbooks Lesson Plans Lab Resources :: Lab Software – Office + Professional Development :: Teaching with Technology Certification Vouchers Digital Library – 700+ books Certification :: 500+ Vouchers Lab Resources

Partnership with Microsoft Beginner to advanced full spectrum curriculum Curriculu m E- Learning Lesson Plans Profession al Developm ent Certificati on Digital Literacy Low cost academic pricing Beginner to advanced full spectrum curriculum Curriculu m for all Students Test Banks E- Learning Digital Literacy Staff Academic Pricing on MCP exam Vouchers Curriculu m Resource s Certificati on Starter Kit E- reference StaffFaculty Curriculu m for all Low cost academic pricing Career development path for ongoing technology skills Validate Knowledg e Competiti ve Edge E- reference MCT Members hip Curriculu m Resource s Logos and Posters Academic Pricing on MCP exam Vouchers Training FAQ Demonstrate Commitment Member Web site Validate Knowledg e Career development path for ongoing technology skills Resources and Partnership Curriculum Professional Development Certification Microsoft IT Academy Benefits FOR EDUCATORS, STAFF, AND STUDENTS Curriculum Lab Resources Professional Development Certification Resources and Partnership Lab Resources

CURRICULUM IN THE BOX The Microsoft Digital Literacy curriculum provides essential computing skills for learners new to computing Computer Basics Technologies The Internet and WWW Productivity Programs Security and Privacy Digital Lifestyles Digital Literacy E-learning Lesson plans E-reference Academic Curriculum (MOAC) Professional Curriculum (MOC) Digital Literacy can be used as a remedial tool for some students and as a means of exploring new topics for others. Digital Literacy includes E-learning and assessments so students can skip concepts they have mastered and focus on the topics they need to round out their skills set. Digital Literacy can be used as a remedial tool for some students and as a means of exploring new topics for others. Digital Literacy includes E-learning and assessments so students can skip concepts they have mastered and focus on the topics they need to round out their skills set.

Microsoft Digital Literacy Standard Courses Learn about computer basics, the internet, productivity programs, security, privacy & digital lifestyles. Quisque fringilla Welcome to the Microsoft Digital Literacy curriculum. The courses help you learn the essential skills to begin computing with confidence, be more productive at home and at work, stay safe online, use technology to complement your lifestyle, and consider careers where you can put your skills to work. Basic Course Learn the value of computers in society and how to use a mouse and keyboard. Advanced Courses Learn about creating an account and a great resume, searching the Web and social networking. Digital Literacy Certificate Test Pass this test to get a personalized certificate showing you have learned the basics of using computers!

Digital Literacy Standard Courses Learn the fundamentals of computing, components of a computer, operating system basics, and how to use a mouse and a keyboard Computer Basics Learn the risks and threats to computer security and privacy so that you can understand and prevent them. Security and Privacy Take this test to receive a learning plan. Pass this test to get a personalized certificate showing you have learned computer basics! Certificate Test Learn how to connect to people and resources around the world. The Internet and the World Wide Web Learn the fundamentals of word processing, spreadsheets, presentation software, and database programs used in business, in education, and at home. Productivity Programs Learn how digital audio, video, and photography, and other technologies are creating new career opportunities and shaping the world we live in. Digital Lifestyles English Spanish Hindi Russian Brazilian Portuguese Arabic French Malayalam

Office 2010 | Windows7 Technologies Windows Server Exchange Server SQL Server | ASP.NET Visual Studio Microsoft Dynamics CURRICULUM IN THE BOX Digital Literacy E-learning Lesson plans E-reference Academic Curriculum (MOAC) Professional Curriculum (MOC) The Microsoft E-Learning curriculum provides unlimited access to up to 250 courses aligning with Microsoft IT Academy programs E-Learning provides students with more hands-on practice through a multimedia learning experience. Educators can select E-Learning courses, create access codes for the classroom, manage group-level messaging, and access usage reports for each of their classes. E-Learning provides students with more hands-on practice through a multimedia learning experience. Educators can select E-Learning courses, create access codes for the classroom, manage group-level messaging, and access usage reports for each of their classes.

CURRICULUM IN THE BOX Digital Literacy E-learning Lesson plans E-reference Academic Curriculum (MOAC) Professional Curriculum (MOC) Office 2010 Technologies Microsoft SharePoint Windows Server Expression Web Windows 7 Ready-to-use, customizable lesson plans including links to ITA E-Learning and free demos and videos Flexible and connects to Certification Allows students to use project-based learning activities to demonstrate and practice skills on Microsoft technologies Microsoft Technology Associate (MTA) ERK lesson plans and student study guides …networking, mobile, gaming, HTML5 Flexible and connects to Certification Allows students to use project-based learning activities to demonstrate and practice skills on Microsoft technologies Microsoft Technology Associate (MTA) ERK lesson plans and student study guides …networking, mobile, gaming, HTML5

CURRICULUM IN THE BOX Digital Literacy E-learning Lesson plans E-reference Academic Curriculum (MOAC) Professional Curriculum (MOC) Office & Productivity | Database & Reporting Technologies Applications & OS Entertainment & Gaming Web Apps & Services Home Network & Security E-reference provides digital access for educators to over 700 technology books, searchable by topic, technology, and subject e-book format published on topics to teach in the classroom as well as leverage for professional development Can be used as a standalone self- study course or as supplementary to classroom instruction e-book format published on topics to teach in the classroom as well as leverage for professional development Can be used as a standalone self- study course or as supplementary to classroom instruction

CURRICULUM IN THE BOX Digital Literacy E-learning Lesson plans E-reference Academic Curriculum (MOAC) Professional Curriculum (MOC) Microsoft Office Technologies Windows Client and Server SQL Server Visual Studio MTA The Microsoft Official Academic Course (MOAC) series, delivers a complete learning and teaching framework developed specifically for use in an academic setting. Plan, prepare, and conduct hands ‐ on classes covering Microsoft technologies. Includes textbooks, lab manuals, online labs and practice certification exams for specific titles Plan, prepare, and conduct hands ‐ on classes covering Microsoft technologies. Includes textbooks, lab manuals, online labs and practice certification exams for specific titles

Partnership with Microsoft Beginner to advanced full spectrum curriculum Curriculum E-Learning Lesson Plans Professional Development Certification Digital Literacy Low cost academic pricing Beginner to advanced full spectrum curriculum Curriculum for all Students Test Banks E-Learning Digital Literacy Staff Academic Pricing on MCP exam Vouchers Curriculum Resources Certification Starter Kit E-reference StaffFaculty Curriculum for all Low cost academic pricing Career development path for ongoing technology skills Validate Knowledge Competitive Edge E-reference MCT Membership Curriculum Resources Logos and Posters Academic Pricing on MCP exam Vouchers Training FAQ Demonstrate Commitment Member Web site Validate Knowledge Career development path for ongoing technology skills Resources and Partnership Curriculum Professional Development Certification Microsoft IT Academy Benefits FOR EDUCATORS, STAFF, AND STUDENTS Curriculum Lab Resources Professional Development Certification Resources and Partnership Lab Resources

Lab Licenses Up to 50 Office 2010 Lab Licenses per site DreamSpark 1 Free Subscription per school Top developer and designer software available at no charge for your school lab machines, so students can create next-gen apps, games, designs and tools. Available on students and teachers personal computers Create for Xbox Live, Kinect, and more Lab Licenses Up to 50 Office 2010 Lab Licenses per site DreamSpark 1 Free Subscription per school Top developer and designer software available at no charge for your school lab machines, so students can create next-gen apps, games, designs and tools. Available on students and teachers personal computers Create for Xbox Live, Kinect, and more

Partnership with Microsoft Beginner to advanced full spectrum curriculum Curriculum E-Learning Lesson Plans Professional Development Certification Digital Literacy Low cost academic pricing Beginner to advanced full spectrum curriculum Curriculum for all Students Test Banks E-Learning Digital Literacy Staff Academic Pricing on MCP exam Vouchers Curriculum Resources Certification Starter Kit E-reference StaffFaculty Curriculum for all Low cost academic pricing Career development path for ongoing technology skills Validate Knowledge Competitive Edge E-reference MCT Membership Curriculum Resources Logos and Posters Academic Pricing on MCP exam Vouchers Training FAQ Demonstrate Commitment Member Web site Validate Knowledge Career development path for ongoing technology skills Resources and Partnership Curriculum Professional Development Certification Microsoft IT Academy Benefits FOR EDUCATORS, STAFF, AND STUDENTS Curriculum Lab Resources Professional Development Certification Resources and Partnership Lab Resources

PROFESSIONAL DEVELOPMENT Teaching with Technology Microsoft Innovative Educator MOS Teacher Starter Kit MCT Membership MTA Teacher Starter Kit Courses Why Does the UNESCO ICT CFT Promote Technology Literacy? Selecting ICT Resources to Support Curriculum Outcomes How Technology and Pedagogy Mix Using Basic ICT Tools to Support Teaching and Learning Organize and Manage the Use of ICT in the Classroom Technology Literacy and Your Professional Development The Teaching with Technology Curriculum is online learning that helps educators integrate ICT into their teaching and learning practice Aligned to the global standards of the UNESCO ICT Competency Framework for Teachers (UNESCO ICT-CFT), Technology Literacy Approach. Created to help set a foundation beyond learning to use technology tools. Aligned to the global standards of the UNESCO ICT Competency Framework for Teachers (UNESCO ICT-CFT), Technology Literacy Approach. Created to help set a foundation beyond learning to use technology tools.

PROFESSIONAL DEVELOPMENT Microsoft Office Specialist (MOS) Teacher Starter Kit enables world-recognized standards-based certification credentials Teaching with Technology Microsoft Innovative Educator MOS Teacher Starter Kit MCT Membership MTA Teacher Starter Kit Microsoft Office Word, Excel, PowerPoint Access Outlook SharePoint Technologies Teachers have a better understanding of the products and the certification process, because they are certified. 10 MOS exam vouchers provided annually for educator professional development. Teachers have a better understanding of the products and the certification process, because they are certified. 10 MOS exam vouchers provided annually for educator professional development.

PROFESSIONAL DEVELOPMENT Windows Fundamentals Technologies Software Development Database Administration Networking and Security Mobile, Gaming, and HTML 5 Application Dev Teaching with Technology Microsoft Innovative Educator MOS Teacher Starter Kit MCT Membership MTA Teacher Starter Kit Microsoft Technology Associate (MTA) Teacher Starter Kit enables world-recognized standards- based certification credentials Exam Review Kits are available to assist educators in implementing MTA in the classroom. 20 MTA exam vouchers provided annually for educator professional development Exam Review Kits are available to assist educators in implementing MTA in the classroom. 20 MTA exam vouchers provided annually for educator professional development

PROFESSIONAL DEVELOPMENT MST Download Center Access to Trainer Preparation Microsoft E-Learning MCT community MCT Certification Requirements Teaching with Technology Microsoft Innovative Educator MOS Teacher Starter Kit MCT Membership MTA Teacher Starter Kit Microsoft Certified Trainer (MCT) provides tools, resources, and other benefits to help Microsoft IT Academy educators thrive as both technologists and educators One voucher to cover Microsoft Certified Trainer (MCT) application fee for one qualified faculty member. 25% discount on all additional MCT membership requests. One voucher to cover Microsoft Certified Trainer (MCT) application fee for one qualified faculty member. 25% discount on all additional MCT membership requests.

Partnership with Microsoft Beginner to advanced full spectrum curriculum Curriculum E-Learning Lesson Plans Professional Development Certification Digital Literacy Low cost academic pricing Beginner to advanced full spectrum curriculum Curriculum for all Students Test Banks E-Learning Digital Literacy Staff Academic Pricing on MCP exam Vouchers Curriculum Resources Certification Starter Kit E-reference StaffFaculty Curriculum for all Low cost academic pricing Career development path for ongoing technology skills Validate Knowledge Competitive Edge E-reference MCT Membership Curriculum Resources Logos and Posters Academic Pricing on MCP exam Vouchers Training FAQ Demonstrate Commitment Member Web site Validate Knowledge Career development path for ongoing technology skills Resources and Partnership Curriculum Professional Development Certification Microsoft IT Academy Benefits FOR EDUCATORS, STAFF, AND STUDENTS Curriculum Lab Resources Professional Development Certification Resources and Partnership Lab Resources

Certification = Employability for Students 27 91% of Hiring Managers consider employee certification as a criterion for hiring 1 81% of Hiring Managers feel that certified individuals perform better 1 “ It’s truly a global marketplace, especially in the IT world. If you don’t have a certification that validates you have the needed skills, you’re at a significant disadvantage.” Bill Project, College System of California Sources 1 MCP Program Satisfaction Study Intrepid Survey 3 Certiport Research, % of Hiring Managers feel that certified individuals are more efficient 1 50% of individuals believe obtaining a certification makes them more marketable 2 89% of supervisors say that Microsoft Office certified employees are more proficient users of Microsoft Office programs 3

Certification All IT Academy Curriculum formats prepare for certification Master Expert Associate ReCer t Training Information Worker TrackIT Professional Track Master Expert Specialist

Partnership with Microsoft Beginner to advanced full spectrum curriculum Curriculum E-Learning Lesson Plans Professional Development Certification Digital Literacy Low cost academic pricing Beginner to advanced full spectrum curriculum Curriculum for all Students Test Banks E-Learning Digital Literacy Staff Academic Pricing on MCP exam Vouchers Curriculum Resources Certification Starter Kit E-reference StaffFaculty Curriculum for all Low cost academic pricing Career development path for ongoing technology skills Validate Knowledge Competitive Edge E-reference MCT Membership Curriculum Resources Logos and Posters Academic Pricing on MCP exam Vouchers Training FAQ Demonstrate Commitment Member Web site Validate Knowledge Career development path for ongoing technology skills Resources and Partnership Curriculum Professional Development Certification Microsoft IT Academy Benefits FOR EDUCATORS, STAFF, AND STUDENTS Curriculum Lab Resources Professional Development Certification Resources and Partnership Lab Resources

Resources | Partnership Private Members Site – all program information, support, and resources in one place Monthly IT Academy Newsletters keeping ITAs up- to-date with offers and best practices A listing in the online IT Academy locator for discovery by millions of potential students Welcome Kit Download and print co-branded ‘Certificate of Completion’ certificates for students Marketing Collateral: posters, datasheets, videos to help promote your ITA membership Marketing campaigns, offers for teachers & students and early visibility to IDC research & white papers Regional support center for program enquiries and assistance MICROSOFT IT ACADEMY PROGRAM MARKETING BENEFITS INCLUDE:

Washington State Moodle Site

What’s Next New to IT Academy? o Let WA DOE know of your interest o Virtual trainings can begin as early as next week Support is available: o Hours: 6:30am - 5:30pm PST o Phone: for immediate help o expect hour response time