Moodle Support

Unlimited support, 24/7 from Moodle experts...

We understand how to get the best out of Moodle, and are incredibly responsive to our clients support requests. We also provide fully managed solutions for some of the largest companies in the world.

Our service includes:
Unlimited admin support

Your administrator has access to unlimited advisory support. We provide support to help you troubleshoot specific issues or questions you may have, and make sure you are getting the most out of your learning platform. Whether it is an urgent issue or a long-term adjustment, we will be in constant contact to ensure you are satisfied.

Ticketing system

We have a support ticketing system with email, phone and chat support. Our support in the UK is 08:00 to 18:00 during business days, with emergency out of hours support and we have an operation in New Zealand.

Experts in Moodle

Our support team, made up of our in house developers and Moodle architects, are experts in Moodle. We have designed, built and managed Moodle platforms supporting hundreds of thousands of learners for the biggest brands in the world. We understand how to get the best out of Moodle.

24/7 support

Administrators can request support 24/7, to fit around when they are working. Our main support team is based in the UK.

Responsive

We are incredibly responsive to our clients support requests. We also have access to a vast array of help documentation from the Moodle community which we can point you towards.

End-user support

Some of our packages include end-user support, meaning you can focus on other things and leave queries to our expert team.

Find out more about our pricing plans and what makes us different

What happens when I contact support? 

When you contact support, we will log a ticket and respond ASAP. Our average ticket response time is under 15 mins.  Our service includes:

Critical issue

Those impacting all users, those causing risk to business.

 

When will I get a substantive response?

 

30 minutes

 

What’s your target for resolution?

 

2 hours

 

If it’s not resolved, when will it get escalated?

 

Immediately.

Other issue

Lower impact issues including cosmetic issues. A short-term workaround is available, but not scalable.

 

When will I get a substantive response?

 

1 day

 

What’s your target for resolution?

 

1 day

 

If it’s not resolved, when will it get escalated?

 

3 days

Major issue

Important features are unavailable, but operations can continue.

 

When will I get a substantive response?

 

60 minutes

 

What’s your target for resolution?

 

4 hours

 

If it’s not resolved, when will it get escalated?

 

8 hours

Raising a ticket

To raise a ticket, email support@accipio.com. This will automatically log your issue.

You can also call us on 0207 117 2690.

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