Blackboard SLA Third Level Support

Third level technical support (Backend LMS Administrator and ITS Managers)

a. Identifying system bugs and reporting to BB
b. Escalate hot fix / patch to System Administrator
c. Systems/ DB Issues
d. Performance tuning
e. Integration with Student Information System
f. Back up and restore
g. Coordinating support from vendor development team
h. Provide remote access to BB
i. System hosting and capacity planning
j. Develop Scripts to automate snapshot (SIS Data Prep)
k. Monitor scripts and automation
l. Escalation to BB, ITS Administrators and Managers