Service Description
Faculty, staff, and students can request assistance with D2L Brightspace which will be the campus supported Learning Management System starting in Fall 2022 (Pilot) and officially in Spring 2023
Standard Features
- Automatic course creation including enrollments for classes listed in Banner
- Automatic account creation for faculty, staff and students listed in Banner and the Human Resources database.
- Collaboration with SUNY Online and Desire to Learn (D2L) for support
Optional Features
Roles and Responsibilities
Requester:
- Provide course and instructor information within the ticket in addition to specific details about the issue/question that you are submitting the ticket for.
Instructional Design & Distance Learning
- Answer questions and troubleshoot issues that the campus is having with D2L Brightspace
- Staying current on product features and enhancements
- Testing of new features
- Request the scheduling of new courses and account creation each semester from Banner. (Enterprise Data & Analytics team).
- Collaborate with SUNY Online and Desire to Learn (D2L) or support and maintenance
- Update resources on the website
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:
Additional Resources:
Service Audience
Faculty, Staff, and students
Service Level Agreement
Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).
Service Level 2 - Normal |
|
Response Time |
1 business day |
Resolution Time |
3-7 business days |
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved and can depend on the severity of the issue
Institutional Policies
Policy on the Use of Electronic Resources
Campus-Supported Learning Management System Policy
Guidelines for Maintaining the Security, Confidentiality and Integrity of Customer Information