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Brandeis Moodle Guides

Moodle Resources for Faculty

Overview

Moodle offers many self-service features that empower instructors to manage their courses independently, including restoring content, enrolling course assistants, and changing course formats. However, some tasks require assistance from an LMS administrator. These requests are addressed once all necessary information and approvals(e.g., consents or NDAs) have been submitted.

This SLA outlines expected timeframes for LMS administrator support, categorized by workload conditions and the complexity of institutional commitments. This helps manage expectations and ensures transparency during both standard and high-volume periods.

Support Periods

Standard Support Period

  • Applies during normal operational times (Monday to Friday, 9am to 5pm).
  • Standard response and resolution times are followed.

High Demand Period

  • Occurs during predictable times of significantly increase support volume, which may impact turnaround time. 
  • These include:
    • Two weeks before the start of a term
    • The last two weeks of instruction and finals time
    • January and June LMS upgrades
    • Course provisioning periods (October and April)
    • Ad hoc projects approved by IT Governance

Service Request Timeframes

LMS Service Request Timeframes and Requirements

Service Action

Standard

Support Period

High Demand Period

Requirements

Moodle Metacourse Request

 4 business days 8 Business Days Submitted URLs and consents

Academic Administrator Access

 4 business days 8 Business Days  Submitted URLs and signed NDA

Communities Course Creation

 4 business days 8 Business Days  Completed request form

Communities Course Maintenance - Add Instructor

 4 business days 8 Business Days  Submitted URLs and consents

Independent Course Shell Creation

 4 business days 8 Business Days  Workday course code and verification

Macmillan application linking

 4 business days 8 Business Days  Submitted URLs and coordination with vendor

Query-Based Enrollment Feed Project 

 2-4 Weeks 2-4 Weeks Multi-department coordination required

Notes

  • SLAs begin once all required documentation and approvals are received.
  • Complex or cross-team projects may require extended timelines beyond standard SLAs.