|Enterprise Information Services|
102 Maytum, 673-3894, Kevin Lane@fredonia.edu
|AVP/CIO - Stephen Rieks|
OnCourse is the Learning Management System for SUNY Fredonia. It provides a mission critical online system for access to course materials and a platform for online learning. OnCourse supplements the majority of face‐to‐face courses, provides various services, such as Advising groups and eReserves readings and acts as the virtual classroom for online.
System - This includes 24x7 up-time, system redundancy, back-ups, web services, archiving, purging, hardware and software maintenance and Disaster Recovery plans.
Knowledgebase Materials – Documentation of current features and common practices available 24x7 via the web.
|OnCourse provides support to both traditional courses and online courses. OnCourse can be customized for individual needs by enabling or disabling core features.|
FACULTY – Requested Services
|Users of the LMS Service require a username and password to the system. Advanced features may require attendance in a training course prior to usage.|
Rates / Cost of Use
|The regular and expected use of this service does not require a fee. Special recovery services, such as for lost or deleted course materials may invoke a fee, depending on the Vendors SLA.|
Users may login to the system via the following URL: https://oncourse.fredonia.edu/
Faculty may inquire with the Online Learning Office to access the training schedule.
The service is available 24x7 except for noted maintenance periods.
ITS Service Center Hours
Online Learning Office
ITS Service Center
Online Learning Office
The LMS Policy will need to include SLA information.
What is not included:
|Business Procedures are documented internally on Fredshare.|
|Request for change should be entered as support tickets in FredQuest. Technical and Configuration change requests will be reviewed at monthly OnCourse Support Meetings for endorsements. Requests for change will be sent to the ITS Change Advisory Board.|
Assigned Primary Support
Assigned Secondary Support
Name: Business Services
Description: Administering the LMS with back end user services for end users, including data loads, backups, system management, etc…. (We will clarify instead of finalizing on etc…)
Name: Send Communications on Service Degradations, Outages, Maintenance Windows to the News Listserv
Name: Create Knowledge Base Materials for External facing KB for Faculty, Staff, and Students
Name: Create Knowledge Base Materials for Internal KB for ITS
Description: Document internal processes and business procedures, and post them in the selected KB for ITS use. This can include information on when loads occur, how users are processed...
Name: Coordinating installation of maintenance packs, upgrades, and any necessary patches
Description: Maintenance packs, upgrades, and patches will need to be installed during the lifecycle of OnCourse.
Name: Enter service requests to behind the Blackboard
Description: When assistance is needed from Blackboard Open LMS, a service request ticket will be entered in Behind the Blackboard.
Name: Migrate Courses from ANGEL to OnCourse
Description: Requests can be made for migrating course content from ANGEL to OnCourse
Name: Support Mobile Application Setup to OnCourse through Moodle Mobile
Description: Users will need support setting up access to OnCourse through Moodle Mobile
Name: Service Requests for Faculty, Staff, and Students Not Being Able to Access Courses/OnCourse
Description: Faculty, Staff, and Students cannot login to OnCourse or access their courses. The ITS Service Center is contacted, and they advise the contact when accounts/courses typically load. Then, a ticket is created and status is “assigned” and edtech (Chris needs to be added to edtech FQ group).
Name: Tier 1 Support for Faculty/Staff and Students
Description: Tier 1 support includes using knowledge base materials to help answer questions including:
Name: Tier 2 Support for Faculty/Staff and Students
Description: Tier 2 support includes providing support to faculty/staff and students through:
Name: Training for ITS Service Center
Description: ITS Service Center staff will require training in order to provide tier 1 support. Trainings will be scheduled during each Summer and Winter break period for the ITS Service Center to provide them with the skills needed to provide tier 1 support.
Name: Training for Faculty and Staff
Description: Faculty and Staff will require training on the use of OnCourse.
Jun 26, 2019
Short URL to this page: https://answers.fredonia.edu/x/HAG1