Topics Map > DLE Administration
Topics Map > Canvas

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.

TierNumber of Cases Handled Per 1,000For-Credit StudentsFor-Credit InstructorsNon-Credit Students and Course Participants Non-Credit Instructors and Course Facilitators
Tier 01,000UWM Knowledgebase, Canvas website tutorials, Vendor guides and resourcesUWM Knowledgebase; Canvas website tutorials; Online training by CETL, vendors and UW SystemUWM Knowledgebase, Canvas website tutorials, vendor guides and resourcesUWM Knowledgebase; Canvas website tutorials; Online training by vendors and UW System
Tier I200Canvas Tier I Support or UWM Help DeskCETL Support Commons or UWM Help DeskCanvas Tier I Support or UWM Help DeskCanvas Tier I Support or UWM Help Desk
Tier II40UWM DLE Service ManagersUWM DLE Service ManagersYour program's support office and UWM DLE Service ManagersYour program's support office and UWM DLE Service Managers
Tier III8UW System Support OfficesUW System Support OfficesUW System Support OfficesUW System Support Offices
Tier IV1-2Vendor SupportVendor SupportVendor SupportVendor 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, UW System eCampus Programs Administered by UWM

TierStudentsInstructors
Tier 0UWM Knowledgebase, Canvas website tutorials, UWEX Knowledgebase, Vendor guides and resources, UW Flexible Option resourcesUWM Knowledgebase; Canvas website tutorials; Online training by CETL, vendors and UW System, School and College guides and resources
Tier IUW-Extended Campus Technical SupportUWM School and College Teaching and Learning Support
Tier IIUWEX and UWM DLE Service Managers; UWEX Program Support; UWM Help DeskCETL Support Commons and Canvas Tier I Support; UWM Help Desk
Tier IIIUW System Help DeskUW System Help Desk
Tier IVVendor SupportVendor Support

UW Flexible Option inside the College of General Studies, UW College Courses Online

Tier

Students

Instructors

Tier 0UWM Knowledgebase, Canvas website tutorials, UWEX Knowledgebase, Vendor guides and resources, UW Flexible Option resourcesUWM Knowledgebase; Canvas website tutorials; Online training by CETL, vendors and UW System, UW-Extended Campus resources
Tier IUW-Extended Campus Technical Support and UWM Help DeskUW-Extended Campus Technical Support
Tier IIUWEX Program Administrators and UWM DLE Service ManagersUW-Extended Campus Instructional Design and UWM DLE Service Managers
Tier IIIUW System Help DeskUW System Help Desk
Tier IVVendor SupportVendor Support

UW System eCampus Programs Administered by Other UW System Institutions

Tier

Students

Instructors

Tier 0UWEX Knowledgebase and online resources, Vendor guides and resourcesUWEX Knowledgebase and online resources, Vendor guides and resources
Tier IUW-Extended Campus Technical SupportUW-Extended Campus Technical Support
Tier IIUWEX Advanced Support and Program AdministrationUW-Extended Campus Instructional Design
Tier IIIUW System Help DeskUW System Help Desk
Tier IVVendor SupportVendor Support




Keywords:dle digital learning environment case support path structure tier   Doc ID:108178
Owner:David D.Group:UW-Milwaukee Center for Excellence in Teaching and Learning
Created:2021-01-06 13:37 CDTUpdated:2021-06-28 11:55 CDT
Sites:UW-Milwaukee Center for Excellence in Teaching and Learning
Feedback:  0   0