Help Desk Support Services

We take pride in building lasting relationships with our clients and always ensure that every possible measure is taken to exceed expectations. Our highly trained and friendly help desk professionals ensure that your inquiries and needs are dealt with in a fast and efficient manner. Looking forward, our Support Staff applies effective problem management by reviewing all incidents and identifying areas of improvement to ensure reliability.

Key Benefits

Customization – With multiple levels of support, we make it easy for your organization to select the appropriate support level to meet your specific needs.

Client-Focused – Every support call is considered mission-critical, regardless of the level of complexity.

Reliable and Responsive – With our around-the-clock Help Desk professionals, rest assured that your call will be answered promptly with a focus on quick resolution.

Access to Experts – Our experienced and knowledgeable team will work with you to understand your challenges and find a solution that works for you.

Support Levels and Options

When it comes to support, offering the flexibility to meet your needs is what we strive for. By allowing you to select the level of support that is appropriate to your institution's specific needs, you can feel comfortable knowing your requirements are being met.

With our range of support services, data-rich reports show trends of your tickets, as well as peak periods of service, and our recommendations on how to maximize efficiency.

Desire2Learn Support Services works for our clients and acts as their voice. The Support Services team provides help in escalating issues to Implementation Services, Account, and/or Product Managers when required.

Standard Support

Our Standard Support offering includes:

Standard Service Level Agreement
Email, telephone, and web-based support during core hours for a number of named contacts
Access to 24x7 after hours emergency support service
Access to a growing knowledge base and FAQs

Premium Support

Our Premium Support offering includes:

Advanced Service Level Agreement and Priority queuing.
Email, telephone, and web-based support 24x7 for a number of named contacts
Access to 24x7 after hours emergency support service
Access to a growing knowledge base and FAQs

Premium Plus Support

Our Premium Plus Support offering includes:

Advanced Service Level Agreement and Priority queuing
Email, telephone, and web-based support 24x7 for a number of named contacts
Access to 24x7 after hours emergency support service
Access to a growing knowledge base and FAQs
Support for all end-users