The attached diagram can help you during operational CBT so that you know there is a process flow in place to escalate student testing and administration issues if they arise during computer-based testing.
Our primary goal is to ensure that students have a successful CBT testing experience.
During computer-based testing, Questar will have multiple teams on-hand to support any inquiries from our CBT schools and districts. Additionally, NYSED will have special support teams ready to assist. The Regional Information Centers are also prepared to assist with trouble-shooting and any necessary escalations to a Questar field agent (located at four different RICs throughout NYS) during operational CBT. 
Questar Customer Support: NY.3-8.help@questarai.com / 866-997-0695
NYSED Customer Support: cbtsupport@nysed.gov