VLE and related software support
For Shibboleth support please see the Shibboleth pageAnnual VLE Technical Support
We operate a dedicated helpdesk from 9am until 5pm every normal working day. In most cases, we also have an “alert system” that can let us know in advance of a potential support call. All services are covered by an agreed “Service Level Agreement” outlining our commitment to you.
Our Annual Services are broken down as follows:
• Technical upgrades
Up to five upgrades may be required in a year, including any version updates. Notice of any required upgrade will be brought to the attention of the client's VLE Administrator before any action takes place.
• Technical Support
The majority of calls are remote support requests, these being carried out usually within 2 hours (if not sooner) of the logged call. Secure remote access (SSH/RDP/VNC) to the server enables us to resolve virtually all support call requests.
Support includes resolving any technical issues in the VLE software and its related software (such as Apache, MySQL and PHP).
Call out/on-site support is available, subject to expenses, where essential, although we rarely need to resort to this situation
Optional Extra
• Backing up of data
VLE databases, data files and scripts will be securely backed up daily to our site to provide a quick rebuild of the entire VLE in the event of corruption or system failure.