Learning Management System (D2L Brightspace) - Report an Issue/Ask a Question to SUNY Online

Service Description

The SUNY Online Help Desk is the initial point of contact for all questions, issues, information, and service requests regarding Brightspace for faculty, students, and campus staff.

Faculty, staff, and students can request assistance with D2L Brightspace through the SUNY Online Support Services Help Desk. The SUNY Online Support Services Help Desk provides primary Tier 1 support for Brightspace LMS for many of the 64 SUNY colleges and universities across New York State. Current students, faculty, and campus staff may contact us for any questions or requests specifically related to their online courses.

Standard Features

• Automatic course creation including enrollments for classes listed in Banner 2 weeks after registration for the semester begins.
• Automatic account creation for faculty, staff and students listed in Banner and the Human Resources database.
• Collaboration between Buffalo State IDDL, SUNY Online, and Desire to Learn (D2L) for support

Optional Features

• Developmental courses for building courses before an academic course shell is created 
• Course Merge for which rosters from multiple sections can be merged into one course site.
  • Best Practices for Merge
• Add to Roster - Request to have approved users added to a course in Brightspace
• Organizations Creation - Buffalo State faculty and staff may request a Brightspace Community Organization for campus-related activities.
• Third-Party Application Integration - If you utilize other technology and they have a D2L Brightspace Integration, the two technologies may be able to be integrated for easier access and use
  • NOTE: Vendors will need to provide the campus with verification that they meet Digital Product Accessibility Compliance (Accessibility Conformance Report (ACR)) and that information, data, and cybersecurity policies are in place to protect sensitive institutional information and constituents' PII (Higher Education Community Vendor Assessment Tool (HECVAT))
• SUNY Faculty - Teaching in Brightspace? Check out Faculty resource guides created by SUNY Center of Professional Development to help you! Must be signed in with your SUNY campus login information to access. In addition, please click on recorded training sessions or sign up for training at https://dle.suny.edu/training/

Roles and Responsibilities

Requester:

• Please be sure to provide your full name (first and last), the campus you are taking your courses through (drop-down menu), contact information (phone number and email address - campus email preferred for faster resolution), and a description of the issue you are having.

  If any private data needs to be shared please include that by using the attachment feature after clicking Request Service.

SUNY Online Support Services Help Desk:

• Responding to requests for support within appropriate time frames
• Interacting with all contacts in a respectful and professional manner
• Focuses on direct support and assistance for End Users of the LMS.
• Requesting feedback for opportunities for improvement
• Continuously working to improve the quality of service
• Regularly reviewing and monitoring established performance indicators
• The Help Desk staff logs the inquiry into the SUNY Online tracking system and attempts to resolve on first contact. If a first contact resolution is not possible, requests are assigned to additional SUNY Online staff member(s) to assist with resolution.

Instructional Design & Distance Learning

• Monitor tickets submitted to the SUNY Online Support Help Desk
• Provide information to SUNY Online to assist with the resolution of the ticket

Hosting & Application Support Services - Desire to Learn (D2L) Inc.:

• Provide Application Support & Hosting
• Notify Service Owner/Team of maintenance and feature enhancements
• Provide support for troubleshooting

Request Service or Support     

Click the Open a Ticket button and complete the request form.

If immediate assistance is required, please contact SUNY Online Support Services:

• Call 1-844-673-6786 
• SUNY Online Support Knowledge Base

Additional Resources:

• Buffalo State Knowledge Base Articles
• D2L Brightspace Knowledge Base

Service Audience 

Faculty, Staff, and students

Service Level Agreement

The SUNY Online Help Desk commits to an average response time within two hours during Help Desk business hours. During non-peak times and during normal business hours, the Help Desk commits to an average resolution time of within 24 hours. Due to the volume of contacts during the opening two weeks of the semester, during exam periods, and in other peak volume weeks, response times may be longer than normal. During peak times or unexpected emergencies, the Help Desk commits to a resolution time during normal business hours within 48 hours. The Help Desk staff will inform End Users if such an exception is necessary.

Institutional Policies

SUNY Online Service Level Agreement

Policy on the Use of Electronic Resources

Campus-Supported Learning Management System Policy

Guidelines for Maintaining the Security, Confidentiality and Integrity of Customer Information

PERPA - SUNY Online acknowledges that some of the information it obtains from students may be protected from disclosure to third parties under the Family Education Rights Privacy Act (FERPA). SUNY Online agrees to maintain the confidentiality of such information and comply with FERPA