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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.

Model for For-Credit and Non-Credit Audiences
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)

UWM Flexible Option Support Model
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

CGS Flexible Option and UWCCO Support Model
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

UW System Collaborative Program Support Model
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




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:2022-08-12 11:21 CDT
Sites:UW-Milwaukee Center for Excellence in Teaching and Learning
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