Technical Support Policy for Operator Training Academy Moodle LMS

Technical Support Policy for Operator Training Academy Moodle LMS

1. Purpose This Technical Support Policy outlines the procedures and standards for providing technical assistance to users of the Operator Training Academy Moodle Learning Management System (LMS). The goal is to ensure a smooth and effective user experience by addressing technical issues promptly and efficiently.

2. Scope This policy applies to all users of the Operator Training Academy Moodle LMS, including students, instructors, and administrators. It covers all technical support services, including troubleshooting, user account assistance, and system maintenance.

3. Support Services Provided

  • User Account Assistance:

    • Help with creating, accessing, or recovering user accounts.

    • Support for password resets and login issues.

  • Technical Troubleshooting:

    • Resolving errors, bugs, or performance issues within the LMS.

    • Assistance with uploading, accessing, or managing course materials.

  • System Maintenance:

    • Periodic updates and patches to ensure the LMS operates securely and efficiently.

    • Notifications of scheduled maintenance and system downtimes.

4. Support Channels

  • Help Desk:

  • Self-Help Resources:

    • Access to a comprehensive FAQ, user guides, and troubleshooting tips within the LMS.

5. Response Times

  • Critical Issues:

    • Issues affecting system-wide functionality will be addressed within 4 hours of reporting.

  • High Priority:

    • User account or course access issues will be resolved within 1 business day.

  • Low Priority:

    • General inquiries and non-urgent issues will be resolved within 3 business days.

6. User Responsibilities

  • Users must report technical issues promptly through the designated support channels.

  • Users should provide detailed information about the issue, including screenshots or error messages if applicable.

  • Users are expected to follow self-help instructions when provided, to resolve minor issues independently.

7. Administrator Responsibilities

  • Administrators must ensure that technical support resources are available and maintained.

  • The technical support team is responsible for tracking and resolving reported issues efficiently.

  • Regular system audits will be conducted to preemptively address potential technical challenges.

8. Scheduled Maintenance and Downtime

  • Users will be notified of scheduled maintenance at least 48 hours in advance via email and LMS announcements.

  • Efforts will be made to schedule maintenance during low-usage periods to minimize disruptions.

  • Emergency maintenance may occur with minimal notice to ensure system security and stability.

9. Policy Review This Technical Support Policy will be reviewed annually and updated as necessary to reflect changes in institutional needs, user feedback, or technological advancements.

Acknowledgment By using the Operator Training Academy Moodle LMS, users acknowledge their understanding and agreement to this Technical Support Policy and commit to reporting issues promptly and adhering to the outlined procedures for resolution.

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