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Digital Learning Environment - How Cases are Handled, and the Layers of Support
This article illustrates how a case is handled regarding the Digital Learning Environment. It also documents the players in the chain of support.
Tiers of Support
In principle, any need for support starts at Tier 0, where people can research solutions, receive on-demand training and interact with automated systems to get the fastest answers. If Tier 0 does not resolve the case, the user contacts Tier I. If Tier I is unable to resolve the case, it moves to Tier II and so-forth. Every layer of support is intended to handle 80% of cases.
Tier 0 is maintained by support staff at all levels to address the most common situations. Tier I though IV are operated by professional staff at UW-Milwaukee, other UW System instittuions, and at the companies which provide services to UWM's audiences.
General Support Model
This is a simplified view of support for Digital Learning Environment users, provided to give students, instructors, and administrators a high-level view of how support cases are managed. It is important to note that the Digital Learning Environment is a collection of tools, used by many programs spanning many institutions and offices outside of UWM. Therefore, this table is not inclusive.
| Tier | Number of Cases Handled Per 1,000 | For-Credit Students | For-Credit Instructors | Non-Credit Students and Course Participants | Non-Credit Instructors and Course Facilitators |
|---|---|---|---|---|---|
| Tier 0 | 1,000 | UWM Knowledgebase, Canvas website tutorials, Vendor guides and resources | UWM Knowledgebase; Canvas website tutorials; Online training by CETL, vendors and UW System | UWM Knowledgebase, Canvas website tutorials, vendor guides and resources | UWM Knowledgebase; Canvas website tutorials; Online training by CETL, vendors and UW System |
| Tier I | 200 | Canvas Tier I Support or UWM Help Desk | CETL Support Commons, UWM Help Desk, or Canvas Tier I Support | Canvas Tier I Support or UWM Help Desk | Canvas Tier I Support or UWM Help Desk |
| Tier II | 40 | UWM DLE Service Managers | UWM DLE Service Managers | Program-specific support | Program-specific support and UWM DLE Service Managers |
| Tier III | 8 | UW System Support Offices | UW System Support Offices | UWM DLE Service Managers and UW System Support Offices | UW System Support Offices |
| Tier IV | 1-2 | Vendor Support | Vendor Support | Vendor Support | Vendor Support |
Support Models for Specific Programs
The following programs do not follow the general support model for UWM.
UW Flexible Option Courses (Except in the College of General Studies and UW System eCampus Programs Administered by UWM)
| Tier | Students | Instructors |
|---|---|---|
| Tier 0 | UWM Knowledgebase, Canvas website tutorials, UWEX Knowledgebase, Vendor guides and resources, UW Flexible Option resources | UWM Knowledgebase; Canvas website tutorials; Online training by CETL, vendors and UW System, School and College guides and resources |
| Tier I | UW-Extended Campus Technical Support | UWM School and College Teaching and Learning Support |
| Tier II | UWEX and UWM DLE Service Managers; UWEX Program Support; UWM Help Desk | CETL Support Commons and Canvas Tier I Support; UWM Help Desk |
| Tier III | UW System Support Offices | UW System Support Offices |
| Tier IV | Vendor Support | Vendor Support |
UW Flexible Option inside the College of General Studies, UW College Courses Online
| Tier |
Students |
Instructors |
|---|---|---|
| Tier 0 | UWM Knowledgebase, Canvas website tutorials, UWEX Knowledgebase, Vendor guides and resources, UW Flexible Option resources | UWM Knowledgebase; Canvas website tutorials; Online training by CETL, vendors and UW System, UW-Extended Campus resources |
| Tier I | UW-Extended Campus Technical Support and UWM Help Desk | UW-Extended Campus Technical Support |
| Tier II | UWEX Program Administrators and UWM DLE Service Managers | UW-Extended Campus Instructional Design and UWM DLE Service Managers |
| Tier III | UW System Support Offices | UW System Support Offices |
| Tier IV | Vendor Support | Vendor Support |
UW System eCampus Programs Administered by Other UW System Institutions
| Tier |
Students |
Instructors |
|---|---|---|
| Tier 0 | UWEX Knowledgebase and online resources, Vendor guides and resources | UWEX Knowledgebase and online resources, Vendor guides and resources |
| Tier I | UW-Extended Campus Technical Support | UW-Extended Campus Technical Support |
| Tier II | UWEX Advanced Support and Program Administration | UW-Extended Campus Instructional Design |
| Tier III | UW System Support Offices | UW System Support Offices |
| Tier IV | Vendor Support | Vendor Support |