How to choose a… Moodle Support Provider

May 11, 2016

Even if you’re a seasoned pro when it comes to using Moodle, there will still be occasions when you need a bit of back-up. Whether it’s a technical question, an access issue or a problem one of your students is having, having a Moodle support provider that’s just a phone call away can be a massive help.

Moodle support services are generally available from all Moodle hosting providers – but how do you know what’s a good support package and what isn’t? What features will be important to you, and how much are you likely to use a support service?

To help you choose the right Moodle support provider, we’ve put together three steps to getting the best Moodle support service for your needs.

If the Moodle support provider you consider offers different support packages, use this blog post to determine the best support level for your needs.

How technically-minded are your team?

Chances are, some of your teaching staff will have Moodle experience, some won’t. How much they’re likely need to help with Moodle will obviously depend on how much they’re comfortable with it. If you have a lot of members of staff who are new to Moodle, the level of support required will be higher.

Remember, too, that you may need more support early on, and six months or a year down the line, you may be able to reduce the level of support required.

Take away: Cross reference the support packages on offer with what your school’s level of Moodle expertise is. If the Moodle knowledge is generally high, you likely won’t need help with simple stuff – like adding courses, setting up users or understanding error messages.

What is the provider’s SLA?

A Moodle support provider should be able to provide you with a service level agreement (SLA) which will detail how quickly they will respond to different issues or requests, and how they can be contacted.

Of course, in a perfect world you’ll want any issue sorting as soon as possible, but for example, some providers may state that they will only respond within 48 hours. Of course, larger problems or requests may take longer.

It may be worth considering a bespoke package from your Moodle support provider, especially if you’re going to need much more support early on, want to try and negotiate SLAs, or want to specifically define how you want to contact them for support (for example, at weekends some providers might only respond to email).

Take away: Ask to see the SLA, and decide whether it adequately fits your needs. Ask about bespoke support packages – but be aware, these may cost far more than an ‘off the peg’ package.

Will you want support available to all end users?

Generally, a Moodle support provider will only service the needs of teaching staff. Some may specify that they will only respond to support requests from named members of staff.

However, as well as administrator support, you may want support to be provided to Moodle end users, i.e your students, too. Students will be using your Moodle at least as much as teaching staff, so may be more likely to come against issues, errors and be restricted by lack of Moodle knowledge.

Take away: Ask the Moodle support provider who can log support requests with them. Is it teaching staff only? Named members of staff? Or students too? Consider, too, if you want students to be contacting support – you could end up with a messy web of emails, support tickets – and depending on your support package, costs to the school.

Whichever support provider you choose, remember that they will be your fall-back when issues arrive or you get stuck. So, it’s essential you trust them and that they’re for you as much as possible.

If you need any help or advice with choosing the right Moodle support package, or the services available from Titus Learning – a Certified Premium Moodle Partner for the UK, UAE and Hong Kong – get in touch here.

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