Moodlerooms Help Desk

Help Desk Policies

Moodlerooms offers support for administrators all the way down to the end-user. Our unique support offerings allow clients of all size to enjoy Moodle and receive an accountable support service they can depend on. The goal of this support system is to provide all users with a combination of in-person phone support and email support that will be logged in an accessible online system. Users with access to the system will be able to view, update, and comment on their support issues through the Moodlerooms support portal.

Administrative IT Support

Administrative support is included with the standard and premier academic packages in the form of support tickets. These tickets will provide support on a per instance basis and will be managed by the two administrators identified at the creation of the account. The two administrators will be given a toll free number to call between the hours of 9 a.m. to 8 p.m. (EST) Monday through Friday (excluding US postal holidays). In addition, email responses will occur from 8 a.m. to midnight (EST) during the week with a 4-hour response time. Email responses will occur from 9 a.m. to 8 p.m. (EST) on weekends with a 4-hour response time. Moodlerooms’ Support Center is closed on US postal holidays. Moodlerooms will utilize a ticket system to track tickets. Clients will be notified by email when their support tickets are running low, at which time they can purchase additional blocks of tickets.

Availability

Monday - Friday

Weekends

Support Tickets

Comprehensive User Support

The comprehensive support solution includes service for students, employees, faculty, staff, managers, administrators, and executives with unlimited number of cases. All students and faculty will be given a toll free number to call between the hours of 9 a.m. to 8 p.m. (EST) Monday through Friday (excluding US postal holidays). In addition, email responses will occur from 8 a.m. to midnight (EST) during the week with a 4-hour response time. Email responses will occur from 9 a.m. to 8 p.m. (EST) on weekends with a 4-hour response time. Moodlerooms’s Support Center is closed on US postal holidays. Moodlerooms will provide unlimited support cases for up to 75 helpdesk support hours per calendar year per 500 total system users. Account administrators will utilize a ticket system to track hours that have been used.

Availability

Monday - Friday

Weekends

Due to the nature of Moodle, Moodlerooms can not guarantee a resolution to all support issues. The services provided for all Moodle installations hosted on Moodlerooms servers are listed on the Moodle Hosting page. Support is only available to those installations hosted on Moodlerooms servers, if you have a need for a large project that includes support contact customization services.

Peer-to-Peer Support

Moodle was developed and has since grown on the principles of social learning. Moodlerooms provides a free peer to peer support course to provide access for clients to interact with other clients on issues they are facing. Many times it is easier to get help from someone who is having the same problems you are having at the same time and they are at the same technical level. The Moodlerooms support staff will be in the community to provide expert advice. There will also be a knowledgebase of past issues and resolutions.