Blackboard SLA for Students


((( http://www.cpcc.edu/itservices/Blackboard/supportstructure.htm )))

First Level Support

ITS
First line help desk support 5000
M - T 7:30 am - 9:30 pm
F - 7:30 am - 5:00 pm
Sa - 8:00 am - 12:00 pm

The individuals taking these calls must have basic understanding of the LMS (Blackboard)
a. General Information on all student online services. Network login, Blackboard, e-locker, e-printing.
b. How do I register online?
c. Access (passwords, connectivity)
d. Browser issues
e. Why doesn’t my course appear in Bb?
f. Why haven’t I heard from my instructor?
g. Request to preview online course
h. Return calls to students

VC/Instruction/Faculty

VC - Currently no first line student support unless a student walks in or is referred to us by their instructor.

Library / ITS Lab Facilitators -
Open Computer Lab facilitators / library facilitators can assist with this.

Faculty- The instructors must inform their students how to use this tool;
Questions about LMS Processes – “How to”
a. how does Bb work?
b. how can I take a quiz?
c. How do Bb tools work?
-Submitting assignments
-Using the DropBox
-Using the Discussion Board
-Using Virtual Classroom/Chat

(This can be communicated by instructor in class, via syllabi and supported by web info.)


Second Level Support

Instructors/ITS
Second level LMS support

Student Problems with the LMS first go to Instructor and then ITS if instructor cannot answer.
a. My course cartridge key doesn’t work
b. I can’t see my grades
c. I can’t access my test
d. I need to have my test reset
e. how can I integrate other applics. within my Bb course?

VC/Instruction
Second level support for distance student services

Erin Reed, VC ESS Coordinator
a. set up proctored tests
b. FAQs related to Std. Svcs
c. Library
d. Counseling/advisement
e. Financial Aid


Third Level Support