We don’t believe in call centres. You will talk to experts working with our developers and other staff.
We have the best support in the business. We’re always here to help.
Administrator Support
Support during business hours to administrators of the LMS is bundled with your annual fee.
There are three ways to access support:
Call our dedicated support line;
Send an email to support@ecampus.com.au;
Log in to out support system at support.ecampus.com.au.
We check in with you regularly to see how you’re going.
Authoring Tool Support
We don’t support authoring tools other than our own authoring tools. But we will look into any SCORM problems that can be replicated across several users and see if we can help in that regard.
Trainee/Learner Support
The support bundled with your annual fee does not cover supporting the people using the LMS for training.
But we do offer “Trainee/Learner” support, however. If you opt to use Trainee/Learner support, trainees can contact us directly via our support system. Or you can forward their emails and phone calls on to us.
However, Trainee/Learner support is a cost in addition to the annual fee for the LMS.
To help you manage this cost, you buy support time in advance in 10, 20, and 30 hour blocks.
If you decide not to pay for Trainee/Learner support, that’s fine. But it’s wise to have someone on staff who can handle support requests. That means having people who have:
knowledge of the browsers, operating systems and computers your users typically use;
the ability to investigate, test and replicate first tier user requests across browsers, operating systems and so on;
the skill to document those requests and pass them on to us — when a problem is experienced by more than one person on more than one computer.
If you need more information about this, just ask.
As with pricing, we want to be straightforward about how support works. There is more detailed information below.
Training
We provide training for free during your initial 3 months using Ecampus LMS.
Training is usually via a screen-sharing session. On site training is available, but it is an additional cost.
Sessions usually last for 1 or 2 hours.
After 3 months have passed, training is $250 (plus GST) per session.
At help.ecampus.com.au we provide the latest documentation for our products.
For Example:
But if you have an questions let us know. We're happy help. We'll update the documentation. That way, should the same question arise there'll be an answer at help.ecampus.com.au.
If you need paper documentation, we can provide that. But it will be an additional cost and be out of date in a few months.
Questions?
Happy to answer them. Just call us if you have any questions about how support works.
More About the Two Support Options
Administrator Support
We provide this as part of our support agreement with you when you start using Ecampus LMS.
To be an administrator support request:
the request must come via an administrator of the LMS;
2 or more people must be able to replicate the problem over a short period of time;
the problem must be occurring on different internet connections and on different computers;
You’ve replicated the problem.
The steps you are sending to us are the same steps the clients reporting the problem are taking.
The step-by-step instructions you’re sending to Ecampus are precise.
What do we mean by precise?
Precise Step by Step Instructions
That means:
the user names of the users that have experienced the problem;
the words the users have used to report the problem.
Operating System
Browser
URLs
Screenshots
And the steps used to see the problem. E.g.
Using IE 8 on Windows Vista
I go to www.example.com/course/etc
I click the “My Courses” button
Nothing happens.
A list of my courses should appear.
For Example
One person saying his audio isn’t working isn’t an Administrator support request.
Many things are outside Ecampus’s control; user bandwidth, sound card drivers, speakers, operating system glitches, and so on. You need to investigate these possibilities first.
To work out if it is an Ecampus glitch warranting administrator support, you need to do some investigation. If you find out …
Several people are having audio problems;
It’s happening on your internet connection at home and at work;
It’s all happened this week;
You’ve checked with each client that the steps you are taking are the same ones they are taking.
If that is all true, then it’s an administrator request. We’ll be happy to look into it.
Forwarding Emails With A Comment or Two Is Not an Administrator Support Request
Forwarding a query from a client is not an administrator request. Forwarding several possibly similar queries from different clients is not an administrator request. You must investigate the problem first and meet the criteria above to get administrator support.
All administrator Requests Must Come Via the Support System
Please go to support.ecampus.com.au and sign in to create new administrator requests. Please update existing administrator requests where appropriate. Please try not to create multiple requests covering the same topic.
After Hours Support
If you have an urgent request that cannot wait until working hours, feel free to contact us.
All after hours support is charged at $210 (plus GST) per hour. It is charged in one hour increments. So that’s a minimum of $210.
Even if you have prepaid support with us, after hours support will still cost $210 per hour. It will be charged separately.
After hours support is not subtracted from prepaid support hours, it is separate to prepaid support.
