Every user gets an answer
We support your users and your Moodle platform across all three support levels, so your team stops putting out fires and focuses on teaching and learning.
Level 1, 2 and 3 technical support
What you gain
Timely answers for your users, technical problems in expert hands and visibility into what's happening on your platform.
You always know where to reach us
Help desk
Filing requests, tracking tickets and reporting incidents.
Monday to Friday · 8:00 a.m. to 6:00 p.m.Quick questions, ticket status and urgent alerts after hours.
Critical incidents at any timeApprovals, escalations and sending evidence.
Monday to Friday · business hoursDirect call
When you need to talk to the team.
Monday to Friday · business hoursMeeting
If a ticket isn't clear, we meet with you to understand it.
Scheduled with the teamHow urgent is it?
The platform is down or no one can log in.
WhatsApp with the person on duty, also after hours
Immediate level 3 attention and constant communication until everything is back to normal.
All our clients have the same priority. We attend based on the urgency of the case, not the client.
We communicate external events in advance, such as maintenance by the infrastructure provider, and take responsibility for resolving them.
What's included and what you can add
What the service includes
- Support at the levels you choose Through the agreed channel and hours.
- Logging and tracking of every request
- Escalation between levels
- Periodic reports Frequent topics and improvement opportunities.
- Recommendations to prevent recurring issues
The three support levels
- Level 1 · users
Usage questions and basic requests.
Passwords, access, how to submit an assignment or download a certificate. - Level 2 · platform
Moodle failures and configuration.
Errors in activities, plugins, enrollments that don't work. - Level 3 · specialized
Work on code, database or server.
Performance, complex errors, fixes to custom code.
If your platform is with Edu Labs, we support you on all three levels. If your Moodle is with another provider or on your own servers, you choose the levels you need.
Additional services you can add Not included: you can add them with us, depending on your project
New development Level 3 fixes; building new features is custom development.
Support for third-party tools Each vendor handles it; we help you route it.
Academic administration Creating courses or bulk enrollments, unless agreed.
Phases, timelines and deliverables
Setup depends on the state of your platform. After that, the service is ongoing.
A service agreement, an active support channel, request tracking and periodic reports with recommendations.
- 1Assessment
Platform, users, volume and critical hours.
- 2Service agreement
Levels, channel, hours, timelines and escalation.
- 3Setup
We document your platform and prepare common answers.
- 4Service start
Channel active and announced to your users.
What it would look like in practice
A public entity launches online training for 20,000 citizens.
Hundreds of daily questions, with failures mixed in with simple questions.
Edu Labs takes on levels 1, 2 and 3 and delivers a weekly report.
Timely answers, failures resolved by priority and fewer repeat questions.
Frequently asked questions
Can I hire just one level?
Yes, if your platform is with another provider. If it's with Edu Labs, you already have all three levels.
Do you support platforms outside Edu Labs?
Yes, with the right access and in coordination with your provider.
What are the response times?
We respond in 15 minutes on average and handle each case based on its urgency. A platform outage is handled immediately. Your service agreement sets the details for your case.
Have a project in mind?
Tell us about your case and we'll reply with a tailored proposal.