Providing ongoing support for your Learning Management System (LMS) & Content
Providing a flexible, full service to meet your ever-changing requirements.
Acting as an extension of your team, Tugela People provides a wide-ranging support service to ensure that you make the most of your digital learning:
- Implementation of your Learning Management System (LMS),
- managing and optimising the use of your LMS,
- promoting learner engagement and
- sourcing, enhancing, adapting and improving your digital content.
When you engage with our managed services team, we provide you with the expertise to make your LMS and digital content work for you.
Whether you are a small company without the necessary support staff or a larger organisation that lacks the exact skills and expertise to get the most out of your LMS, we can provide you with the support and guidance you need.
TalentLMS Implementation Service
To ensure that TalentLMS meets your requirements and expectations, why not take advantage of our set-up, configuration, integration and content service?
Firstly, we will determine what features and advanced functionality you require (through our requirement gathering process) and then set up and customise your TalentLMS for your organisation. This includes the bespoke branding of your portal & content (look and feel), setting up of courses, importing of your user data & completing any integrations.
Our consultants will provide all relevant training and coaching on any aspects of the system you require including system use, course set-up and producing reports and dashboards. You will also be provided with the relevant induction materials.
Managed Services Support Packages
Helping you to make the most of your TalentLMS
Once your TalentLMS is up and running, we can provide you with ongoing support through our established Managed Services division. This ensures that your online training platform is streamlined and continues to meet your organisational requirements.
Working in partnership with you we provide an ongoing support service above and beyond the standard TalentLMS support.
Depending on the needs of your organisation and the level of support required, two different support services are offered.
- Retained Support - based on annual retainer, and
- Support bundles - based on a set number of hours over a predetermined period of time
Retained Support
The support provided includes:
-
-
- Troubleshooting of issues
- Raising cases with TalentLMS (Epignosis) on your behalf, if required
- Performing day-to-day system tasks
- Advising on new features and functionality
- Additional configuration/enhancements
- Developing new/enhancing existing content
- Sourcing suitable content
- Setting up and running reports
-
Depending on the needs of your organisation and the level of support you require, there are four different support packages available:
[FAQ]
Support Bundles
Instead of committing to a monthly fixed fee, you can purchase pre-paid packages on a smaller scale based on the anticipated required hours of support. You decide how much support you need and how you use it.
You will receive an ongoing service above and beyond the standard TalentLMS support by engaging with us. We will act as an extension to your training team, providing support on:
-
- Troubleshooting of issues
- Performing day-to-day system tasks
- Advising on new features and functionality
- Additional configuration/enhancements
- Developing new content
- Enhancing existing content
Managed services can be used on an “as and when required” basis, negating the need to set up an SOQ agreement for each piece of work. Your issues can be quickly resolved by a consultant who knows your needs and system setup.
The support provided in any given month will be limited to 4 hours. However, additional hours can be requested in any given month, subject to approval and availability.
Requests for additional time will be reviewed on a case-by-case basis, and we will endeavour to accommodate these. However, we recommend using the allocated time within the agreed time frame to avoid disappointment.
Any services deemed out of the scope of the support bundles contract (significant system upgrades that traditionally fall under a short order queue (SOQ) agreement) will be treated as a separate project and will be scoped out and billed separately.
Bronze/Silver/Gold/Platinum support options
Depending on your requirements, you can select a support package that suits you. Payment is required in full at the start of the contract. Clients have 12 months to use the agreed hours from the contract's start date.
What Next?
To discuss your potential requirements and find out more about our TalentLMS set-up and configuration service or ongoing support packages and pricing, contact us now on +44(0)1908 030360 or info@tugelapeople.com. Alternatively, complete the ‘Get in touch’ form, and a member of the e-Learning team will be in contact with you.
Full details of our Managed Services support for TalentLMS and content management are contained in our brochure
Click on the image below to download your copy now:
-
1. Standard Support
This is support provided on an ad hoc basis at a fixed hourly rate. System support (content is excluded) is provided via email from tickets raised by the client.
-
2. Standard support on a retainer basis
This is support provided on an ad hoc basis at a reduced fixed hourly rate. System support is provided via email from tickets raised by the client. We meet on a quarterly basis to discuss your needs, review systems improvements, content development and recent system updates to TalentLMS.
-
3. Intermediate support
System and content support is provided via email and telephone and allows for up to 5 hours of support a month. Additional support outside of these hours can be purchased at a fixed hourly rate.
The support provided includes:
-
- Functionality not working as expected
- Error messages
- Answering “How do I …?” questions
- Regular Tugela People Managed Services reports to review usage of the TalentLMS and review any open cases/ issues
- Best Practice Guidance and updates
- Advice on how to take advantage of functionality available with new releases of TalentLMS
- Assistance with the loading of data into TalentLMS
- Guidance on how to get the most out of the Analytics capability within TalentLMS
- Content enhancement and customization
- Manage and support integrations
- Quarterly review meetings to discuss your ongoing/new needs, review systems improvements, content development and recent system/talent library updates.
-
-
4. Premiere Support
This provides the same level of email and telephone support as outlined above in the Intermediate support package but allows for up to 10 hours of support a month. Additional support outside of these hours can be purchased at a fixed hourly rate.