Blackboard SLA for Faculty/Staff

First Level Support
First line help desk support
ITS- related issue.
a. Email
b. PC service assistance:
- computer operating problems
- application installations
d. Basic LMS process questions:
- master course request process
e. Bb Access (passwords, connectivity)

First line non-technical support - VC Faculty Reps
a. General Bb/VC information
b. Semester Bb procedures
c. Bb training-Formal classes and resource within their divisions
d. Quality guidelines for VC courses
e. Online Course visitation process
f. SOS information for VC courses

First line distance support/Student Services
Erin Reed, VC ESS Coordinator
a. set up proctored tests
b. coordinate testing at all campuses for distance students
c. answer questions about distance student services
- advising
– counseling
– tutoring
– financial aid

Second Level Support
Other ITS Areas
Resolves technical issues on the LMS and other applications for Instructors and students. Escalates bugs to vendor’s technical support and follows to resolution.

a. Identifying/Replicating/Clarifying system bugs and reporting to BB support and other vendor support.
b. Escalates system issues to Level 3 ITS Administrator.
c. Maintain a 'known issue’ website.
d. Liaison to VC and BB User Group-Verifies proposed best practices against college technical standards.
e. Promotes use of appropriate technologies.
f. Supports instructional applications like testing assessment engine e.g. Respondus

Second level non-technical support
VC Staff M-F 8:00a – 5:00p

Usability Issues / How to do
a. Training- Just In Time/Drop In/Telephone
b. Issues that can’t be solved by VC Faculty Reps.
c. Maintenance of FAQs on VC website.
d. Availability of service [define level of service]
e. Clarification of training/Bb informational topics.

Serve as filter to determine what problems can be quickly solved and which need escalation to Level 2 ITS Instructional Technologist.
a. Initial Troubleshooting, features and functionality issues
& escalation
b. Managing availability issues with courses including restoration from backup
c. Restore individual courses
d. Course cartridge keys/publisher content
e. Course copying

Third Level Support