PREMIUM SERVICE

IOMAD Support

Covering everything Moodle and multi-tenancy, IOMAD support agreements
are as flexible and scalable as the software itself…

PREMIUM SERVICE

IOMAD Support

Covering everything Moodle and multi-tenancy, IOMAD support agreements
are as flexible and scalable as the software itself…

PREMIUM SERVICE

IOMAD Support

Covering everything Moodle and multi-tenancy, IOMAD support agreements are as flexible and scalable as the software itself…

Scalable
& available

The Helpdesk is our main support tool, offering comprehensive Q&A responses (with screenshots for clarity, if necessary). You can build your own role- and/or task-based ‘manual’ in your inbox so there are always site-specific how-tos to hand.

Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.

Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Choose ELD support for expert help in a timeframe that suits

Expertise on hand in a timeframe that suits

Expertise on hand in a
timeframe that suits

Project support

Project support

Just need a boost at the beginning, or want cost-effective support for something big? Choose a QuickStart or Flexi support level for expert help without the annual commitment.

Just need a boost at the beginning, or want cost-effective support for something big? Choose a QuickStart or Flexi support level for expert help without the annual commitment.

Support requests

Support requests

Anything sent to helpdesk@e-learndesign.co.uk automatically creates a ticket in our system, so you don’t have to go via a Helpdesk account for help – just send us an email, and we’ll handle the rest.

Anything sent to helpdesk@e-learndesign.co.uk automatically creates a ticket in our system, so you don’t have to go via a Helpdesk account for help – just send us an email, and we’ll handle the rest.

Time tracking

Time tracking

The Helpdesk uses verified email and domain recognition for client/company identification, which means all communications and support time can be filtered for usage tracking and reporting.

The Helpdesk uses verified email and domain recognition for client/company identification, which means all communications and support time can be filtered for usage tracking and reporting.

Support channels

Support channels

Hours can be used for tasks and asks, tool use Q&A, and pre-booked screenshare calls, for as long as you have time available. Unlike the Quick Fix, official support has no time-per-request limit, no restrictions on channels, and SLAs apply.

Hours can be used for tasks and asks, tool use Q&A, and pre-booked screenshare calls, for as long as you have time available. Unlike the Quick Fix, official support has no time-per-request limit, no restrictions on channels, and SLAs apply.

Helpdesk hours

Helpdesk hours

9:30 AM–5:30 PM
UTC/GMT–UTC+1/BST
Monday–Friday

9:30 AM–5:30 PM
UTC/GMT–UTC+1/BST
Monday–Friday

Remote support

Remote support

Provided via shell access or server control panel (with a dedicated static IP address or VPN if required), Remote App & OS Support offers everything you need to maintain the health and performance of your LMS.

Provided via shell access or server control panel (with a dedicated static IP address or VPN if required), Remote App & OS Support offers everything you need to maintain the health and performance of your LMS.

ELD hosting and Remote OS Support are fully managed, with patching performed automatically. Version
upgrades are only executed on instruction, and scheduling is always coordinated and agreed in advance. 

ELD hosting and Remote OS Support are fully managed, with patching performed automatically. Version
upgrades are only executed on instruction, and scheduling is always coordinated and agreed in advance.

ELD hosting and Remote OS Support are fully managed, with patching performed automatically. Version upgrades are only executed on instruction, and scheduling is always coordinated and agreed in advance.

Remote
onboarding

Remote installations must pass a pre-check before support can be initiated. If there are issues impacting your system’s health and, therefore, our ability to provide services, we’ll quote for the time required to resolve them.

Pre-checks are part of the onboarding process, so there’s no charge for the check itself. If there are issues that need to be corrected, however, you will be quoted for the time required to do so. You can find details of our general Health Check services here.

Remote installations must pass a pre-check before support can be initiated. If there are issues impacting your system’s health and, therefore, our ability to provide services, we’ll quote for the time required to resolve them.

Pre-checks are part of the onboarding process, so there’s no charge for the check itself. If there are issues that need to be corrected, however, you will be quoted for the time required to do so. You can find details of our general Health Check services here.

All time-based services (support, development, consultancy) are priced by the number of hours you need, categorised by what you want to do with them, and when. Depending on the service, there are built-in volume discounts, and same-category hours can be used interchangeably.

For Project and Annual support hours, this means both can be used for helpdesk Q&A, helpdesk tasks & asks, scheduled catch-up calls, and pre-booked screen-share support calls.

Yes, and it’s all about the intensity of how you need to use the hours. Project support is for meeting pre-identified goals within a specific timeline (i.e., startup activities pre-deployment), while Annual support is for general application and tool-use assistance (i.e., ongoing support post-deployment).

We track all time-taken in tickets and will reach out if you’re getting close to the limit of your paid-for allowance. At that point, we’ll either estimate additional time required (Project) or reassess your average monthly usage (Annual).

Yes. If you want regular check-ins as part of your annual support arrangement or project pathway, or you think scheduled training sessions will be useful during a startup phase, then include them as part of your budget calculation.

You can read how ELD-led training works here, and there’s a startup support budget guide here.

That very much depends on what you’re planning, the volume of course materials you have to hand (particularly if you’re migrating from another platform) and any deadline urgency.

1. Low or no course materials. Go QuickStart Basic for kickoff, using the hours for initial customisation support, configuration help, and course framework creation.

2. Course materials, but no urgency. Go QuickStart Core or Premium for kickoff, and see how far you get in tasks and asks with your paid-for hours.

3. Course materials, complexity and/or deadline urgency. We’ll suggest a Flexi Parcel (or combination of QuickStart bundles) for kickoff, based on the details you provide.

All of our services are modular, so you can bolt on a bundle at any time if you need a little more help to reach your goal…

The Quick Fix Promise (QFP) is a bit of basic support offered to all ELD hosting clients, based on a 15-minute-per-request resolution limit.

It’s designed to fill the ‘I need help!’ gap for those who don’t need (or want) an official support agreement. And even those with support get the QFP, making paid-for hours stretch further.

But if the issue takes longer than 15 minutes to fix or the request is in breach of our Fair Use Policy, charges will apply.

The QFP covers bugs and snags after migration, installation or integration, as well as any core Moodle problems experienced due to upgrades or community improvements.

If there are issues caused by client-implemented modifications or third-party customisations, a fix will incur a charge.

No. If you’re an ELD hosting client and your issue falls under the QFP remit, a call will not be necessary for a fix.

If you want calls for any other reason, however, you can schedule them as part of an official Project or Annual Support agreement, or organise them ad hoc for a fee via any of our contact options.

If a fix will take longer than 15 minutes or doesn’t fall under the QFP remit, and you don’t have (or want) an official support agreement, you’ll be charged at Basic Rate for the time it takes to resolve.

No. We aim to respond within 24 working hours, but there is no official timescale for resolution. If you want an official SLA, then you’ll need to pay for an Annual Support agreement.

Pricing

Pricing

Pricing

Bronze

£2285
  • Hours per month (avg)
    2
  • Total hours
    24
  • Payment
    Yearly

Silver

£3220
  • Hours per month (avg)
    3
  • Total hours
    36
  • Payment
    Yearly

Gold

£3955
  • Hours per month (avg)
    4
  • Total hours
    48
  • Payment
    Yearly

Remote24

£2285
  • Hours per month (avg)
    2
  • Total hours
    24
  • Payment
    Yearly

Remote36

£3220
  • Hours per month (avg)
    3
  • Total hours
    36
  • Payment
    Yearly

Remote48

£3955
  • Hours per month (avg)
    4
  • Total hours
    48
  • Payment
    Yearly

Remote OS

£3150
  • Increment
    Per server
  • Payment
    Yearly

QuickStart Basic

£650
  • Total hours
    5
  • Valid for
    6 months
  • Payment
    In advance

QuickStart Core

£1250
  • Total hours
    10
  • Valid for
    6 months
  • Payment
    In advance

QuickStart Premium

£1800
  • Total hours
    15
  • Valid for
    6 months
  • Payment
    In advance

Flexi Basic

£6500
  • Total hours
    50
  • Valid for
    12 months
  • Payment
    In advance

Flexi Core

£12500
  • Total hours
    100
  • Valid for
    12 months
  • Payment
    In advance

Flexi Premium

£18000
  • Total hours
    150
  • Valid for
    12 months
  • Payment
    In advance

*All prices ex VAT; all costs payable in GBP.