Totara &
Moodle
Moodle
Support
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 and Totara
Our support team, made up of our in house developers and architects, are experts in Moodle/Totara. We have designed, built and managed Moodle/Totara platforms supporting hundreds of thousands of learners for the biggest brands in the world. We understand how to get the best out of Moodle/Totara.
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/Totara 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.
Why choose Accipio?
We are world-leading Moodle/Totara experts with over a decade of experience, trusted by the biggest brands in the world from PepsiCo to the Premier League. With us you get unrivaled:
Unlimited rapid support
Our Moodle/Totara support is the best in the world. It takes less than 10 mins to get a meaningful response to a ticket, and most tickets are solved within 24 hours. We are renowned for having incredibly dynamic and knowledgeable people that act as an extension of your team
Platform extensions
We have spent the last 7 years building AccipioOne, the world’s most advanced plugin framework to extend Moodle/Totara. These innovative plugins solve real-world problems such monetizing your site, apprenticeship management, diagnostics, advanced grading (IV/EV), training management and personalisation. It includes over 300k lines of code to take your site further.
Theme design & functionality
Our “Ignite” theme for Moodle/Totara is best in class and always advancing. We have invested heavily to ensure we can bring your site to life, with 100s of settings which give you full artistic control.
Customisation capability
We have one of the largest Moodle/Totara development teams in the UK and we love to build new innovative functionality to ensure the platform works for your processes and not the other way around. Our robust development and quality assurance processes ensure code is built the right way and works first time.
Advanced hosting & security
Our clients benefit from unlimited storage and our AWS servers are optimised for Moodle/Totara sites. We have experience hosting sites with over 500k users and have an uptime guarantee of 99.9+%. We also have: ISO certification (27001 and 9001); CyberEssentials Plus; and Security clearance.
Our clients also benefit from free upgrades, quarterly workshops, and access to 1000+ eLearning modules.
Our Awards
What happens when you contact support?
When you contact support, we will log a ticket and seek to respond rapidly (current average is within 10 mins). Our service levels are as follows:
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 getsupport@accipio.com. This will automatically log your issue.
You can also call us on 0207 117 2690.
‘They certainly delivered’
“We were truly impressed by the responsiveness and support we received throughout the site development and launch process.”
James Stanforth, Director of Digital Education, Eton College