SSD Moodle Governance Plan

Technical Support

Support Group  Special Functions Availability 
User self-help 
  • Online information on the LMS 
  • On-demand Videos from Lynda.com
  • Default LMS Products and Technologies help documentation 
7 days x 24 hours 

Tier 1 

  • Content owners 

  • Organization help desk 

  • Basic product support; general how-to and troubleshooting questions from users 

  • Escalations to tier 3
  • Basic product support; general how-to and troubleshooting questions from users 
  • Escalations to tier 2 or 3


Tier 3

  • Teacher role 
  • LMS administrator 
  • Provide routine tasks to users such as fulfilling requests for courses 
  • Course access issues 
  • Change course ownership 
  • Increase storage quota 
  • LMS administrator 
  • Create or delete courses 
  • Redirect or rename site 
  • Course restore requests 
  • Resolve escalated issues 
  • Create or delete courses 
  • Redirect or rename site 
  • Course restore requests
  • Resolve escalated issues 
  • Provide routine tasks to users such as fulfilling requests for courses 
  • Course access issues 
  • Change course ownership 
  • Increase storage quota
SSD Service Desk is available M-F from 7:00 AM – 4:30 PM CST 

If you have questions about content, contact the Teacher role.

For assistance with technical issues not listed above, contact the SSD Service Desk at 314-989-8686 between 7 a.m. and 4:30 p.m, Monday - Friday.