Our support team — Your LMS Superheroes

Industry leading LMS support in ten minutes or less.

Fully managed learning platforms rarely encounter service issues, but when something does go wrong, a quick response time is vital.

This is where our award-winning support team are in their element, operating with speed and efficiency to minimise any disruption to users, while delivering a smooth customer experience. 24/7.

Superfast response times

During the past two years, the team has delivered an industry-leading average first meaningful response time of 10 mins or less.

Reflecting on his team’s recent achievements, Chris Pratt, Support Manager at Accipio, said: “I am incredibly proud of the team’s hard work, commitment, and dedication over the past two years in achieving an average first response time of ten minutes or less. This accomplishment truly reflects our unwavering support for our clients.

“Over a third of all our tickets are normally solved within 24 hours of submission, with the most urgent issues tackled even quicker. 80% of our tickets are usually resolved within a working week.

“However, the team statistic I’m most proud of is the ‘requester wait time’ which averages under an hour. This means our clients are waiting less than an hour for us to respond continually to their support request. For me, this is the best measurement, because it demonstrates how attentive and responsive our high-quality service is end-to-end.”

Fast but measured response

We understand that when a learning management system (LMS) goes offline, or a feature stops working properly, the impact on the client and their users can be enormous.

That’s why our support team provides a fast but measured response, combining technical expertise with crystal clear communication, which keeps our clients regularly updated throughout their case until it has been fully resolved.

Communication is delivered through a combination of email, phone and chat support, and each issue is raised as a ticket, which can be accessed centrally by all parties, to ensure transparency end-to-end. There’s even an emergency out-of-hours support service because we understand problems can occur at any time of the day or night.

Unrivalled technical knowledge and expertise

The team are technical specialists in Moodle and Totara, two of the leading open-source learning platforms in the world, with millions of users worldwide.

Each day, the team supports some of the biggest brands in the world, with their learning platforms, from PepsiCo and the NHS to other UK government departments.

The team’s composition of in-house developers and solution architects is a key factor in ensuring a strong technical foundation. This enables the team to effectively troubleshoot any issues that may arise from our clients.

Sharing best practices

Responding to our client’s technical issues is only a small part of what the team does each day.

They also provide best practice, advice, and consultancy to our clients, often as part of our fully managed learning platform service. This includes recommending new features which can make all the difference to the end user experience, ensuring clients are getting the most out of their learning platform.

As a Moodle Premium Certified Services Partner and Totara Platinum Partner, our support team also has access to a network of global and community experts, plus, documentation, to help troubleshoot issues, while also supporting our clients with knowledge sharing and best practices.

So proud!

And our clients have been delighted with the support the team has provided.

Chris concluded: “Receiving such wonderful comments and feedback about our support, from our clients, makes me so incredibly proud of what we are building here at Accipio. It truly is very special.”

Next steps

How well are you being supported by your existing learning platform provider?

At Accipio, our migration service is simple, effective, fast, and best of all — completely free of charge.

We can migrate your existing Moodle or Totara site across on to our lightning-fast servers, future-proofing your platform, while also providing you with access to our team of experts.

For more information, get in touch with us today!