Moodle Cloud Support (for paid packages)

Moodle Cloud Support (for paid packages)

by Create @Computhink -
Number of replies: 5

Hi,

I am on a Moodle Cloud package, and have recently run into some slowness issues (reported in this forum).

I am just checking:

1. In terms of support or raising tickets for issues, is there an official channel where we can raise and track support tickets? 

2. Is there an established SLA for turnaround time for resolving these tickets?


Understand and appreciate MoodleCloud's teams' effort on supporting this, but as this is a paid package, certain expectations are put on us from Management to ensure that systems are up and running for students. 

It is also quite frustrating as we aren't sure whether the issues are being worked on or not, as the dashboard usually shows green and we aren't sure where to report these issues.


Can we improve on this? 

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In reply to Create @Computhink

Re: Moodle Cloud Support (for paid packages)

by Lee Goldsworthy -
Hi there,

First I'd like to apologise. We're not meeting your expectations or ours with the recent slowness experienced by customers in our Australia region.

I've expanded on these issues further in another post here: https://moodle.org/mod/forum/discuss.php?d=404681

For support, please log in to your MoodleCloud Portal at https://moodlecloud.com/app/en/login and raise a request there. We prioritise these requests over emails sent to support@moodle.com on the basis we can see you're an existing user (and on a paid plan).

Cheers
Lee Goldsworthy
Product Manager - MoodleCloud
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In reply to Lee Goldsworthy

Re: Moodle Cloud Support (for paid packages)

by Create @Computhink -
Dear Lee,

Thank you for your response, I feel much more at ease now. Appreciate the challenges facing your team as you onboard more clients during this difficult period. Our experience with Moodle has been very positive so far. smile

I'm having a bit of trouble trying to find the button in the MoodleCloud Portal to submit the request, could I trouble you to do a screenshot as to where it is? Clicking on support brings us to a list of FAQs

Thanks,
David
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In reply to Create @Computhink

Re: Moodle Cloud Support (for paid packages)

by Create @Computhink -
Hi Lee,

This is very confusing (and frustrating). I am still not able to raise a ticket for your team for issues.

I went to https://support.moodle.com/hc/en-us/requests >> and raised a ticket. Any ticket that I raised is immediately set to status "solved". Following this, I receive an email that says >> "Support requests can no longer be raised from here. Please go to moodle.com/support "

Ok, so I went to moodle.com/support, and it points me to a page with generic FAQs, and I do not see any link or button at all for raising support requests...

So, please advise the exact link for submitting support requests.
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In reply to Create @Computhink

Re: Moodle Cloud Support (for paid packages)

by Lee Goldsworthy -
Hi David,

Sorry for the confusion here.

For fastest support, log in to your MoodleCloud Portal at https://moodlecloud.com/app/en and click Support.

If you do not have your login details, or need support not related specifically to a MoodleCloud site, head over to https://moodle.com/contact and choose the most reelvant of the three options. At the bottom of that page you can raise a general support request.

Thanks!
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