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Technical Support Services for Open edX® LMS

The Open edX platform makes managing courses easy, but setting it up requires some tech knowledge. At Raccoon Gang, we're not just experts in running this platform — we help shape it. Count on us for top-notch Open edX support that makes your experience smooth and stress-free.

Our Open edX Support Services

Platform Settings

Platform Settings
Tailor your Open edX platform to meet your specific needs. Our team helps you configure settings to optimize your courses' user experience and functionality.

XBlocks Updating
& Configuration

XBlocks Updating
& Configuration
Keep your course features up-to-date with the latest XBlocks. We handle updates and configurations, enhancing your platform's capabilities and stability.

Backup Management

Backup Management
Secure your data with scheduled backups. We ensure the protection of your learning management system's data, minimizing risk and loss.

Security Audit and Updates

Security Audit and Updates
Our comprehensive audits and updates help you maintain high-security standards. We identify vulnerabilities and apply necessary patches to keep your platform secure.

24/7 Monitoring

24/7 Monitoring
Continuous oversight of your platform. Our support team monitors your Open edX environment around the clock to prevent and address issues before they impact your users.

Customer Success

Customer Success
Dedicated to your satisfaction and platform success. We provide ongoing support and guidance to ensure your educational goals are achieved with minimal hassle.
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Our Open edX support service packages are designed to remove instructors’ technical burdens, allowing them to focus fully on creating content and engaging with students. Each package comes with consultancy hours which you can use flexibly. Feel free to ask questions, seek instructional design support, request minor design adjustments, or change settings.

AVAILABILITY: 
Our dedicated edx support team is available to assist you from Monday to Friday, 10:00 to 19:00 Eastern European Time (EET), ensuring you have the support you need to succeed.

Our Technical Support Pricing


NOTE: All prices are shown without VAT

LIGHT Basics for a Quick Start
$450 $2500 (Save $200) $4500 (Save $900)

Critical Issue Resolution

A Critical Issue/Showstopper is the issue with the platform that can prevent your Learners from passing your courses, for example:

  • E-mails are not sent from the platform;
  • The “500 error” is shown on the Dashboard page;
  • The Registration/Login pages are not accessible
  • The “Server is down” error is shown.


5 x 9 Mo-Fri

Support Channel
Support Desk

Response Time
24 hrs

Resolution Time
(Critical Issues)
48 hrs

Monthly Reports
–

Consultancy Hours / Month
5 hrs

STRONG Extras for Ongoing Success
$880 $4800(Save $480) $8800(Save $1760)

Critical Issue Resolution

A Critical Issue/Showstopper is the issue with the platform that can prevent your Learners from passing your courses, for example:

  • E-mails are not sent from the platform;
  • The “500 error” is shown on the Dashboard page;
  • The Registration/Login pages are not accessible
  • The “Server is down” error is shown.


5 x 9 Mo-Fri

Support Channel
Support Desk

Response Time
24 hrs

Resolution Time
(Critical Issues)
24 hrs

Monthly Reports
Standart

Consultancy Hours / Month
10 hrs

PREMIUM Full Optimization Support
$1800 $9800(Save $1000) $18000(Save $3600)

Critical Issue Resolution

A Critical Issue/Showstopper is the issue with the platform that can prevent your Learners from passing your courses, for example:

  • E-mails are not sent from the platform;
  • The “500 error” is shown on the Dashboard page;
  • The Registration/Login pages are not accessible
  • The “Server is down” error is shown.

7 x 24
Our DevOps team provides ongoing monitoring and immediate resolution with 24/7 edX customer service to ensure your server remains operational. Any additional requests outside our standard working hours (Monday to Friday, 10:00-19:00 EET) will incur an extra charge of $250.
If you wish to get the Support Consultancy Service 24/7, you may purchase one more Premium package.

Support Channel
Personal Manager

Response Time
2 hrs

Resolution Time
(Critical Issues)
8 hrs

Monthly Reports
Extended

Consultancy Hours / Month
20 hrs

ENTERPRISE Support + Platform Upgrade
—   —   CUSTOM 

Critical Issue Resolution

A Critical Issue/Showstopper is the issue with the platform that can prevent your Learners from passing your courses, for example:

  • E-mails are not sent from the platform;
  • The “500 error” is shown on the Dashboard page;
  • The Registration/Login pages are not accessible
  • The “Server is down” error is shown.

7 x 24
Our DevOps team provides ongoing monitoring and immediate resolution with 24/7 edX customer service to ensure your server remains operational. Any additional requests outside our standard working hours (Monday to Friday, 10:00-19:00 EET) will incur an extra charge of $250.
If you wish to get the Support Consultancy Service 24/7, you may purchase one more Premium package.

Support Channel
Personal Manager

Response Time
2 hrs

Resolution Time
(Critical Issues)
8 hrs

Monthly Reports
Extended

Consultancy Hours / Month
20 hrs

Compare Full Features
LIGHT

Notifications About New Features

1h

Basic Open edX Training Session

SSL Certificate Installation

Security Patches

We manage both the application and OS components of your platform. For example, if the current Django version is 2.2.24 and the latest is 2.2.28, our developers review the Django updates to implement any crucial security patches. Updating typically requires up to 12 hours, which is included in our Open edX LMS support services.

Possibility to get RG Hosting Management Service

Course Structure Audit 
(free pedagogical advice from our Instructional Design professional)

Google Analytics Tracking Code Installation

RG Analytics Installation
(12-months and longer support)

Google Analytics Customized Settings (6-months and longer support)

Fix of Open edX Known Issues (latest release only)

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade 
(to the latest stable release)

STRONG All LIGHT features included

Notifications About New Features

Basic Open edX Training Session

SSL Certificate Installation

Security Patches

We manage both the application and OS components of your platform. For example, if the current Django version is 2.2.24 and the latest is 2.2.28, our developers review the Django updates to implement any crucial security patches. Updating typically requires up to 12 hours, which is included in our Open edX LMS support services.

Possibility to get RG Hosting Management Service

Course Structure Audit 
(free pedagogical advice from our Instructional Design professional)

Google Analytics Tracking Code Installation

RG Analytics Installation
(12-months and longer support)

Google Analytics Customized Settings
(6-months and longer support)

Fix of Open edX Known Issues
(latest release only)

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade 
(to the latest stable release)

PREMIUM All STRONG features included

Notifications About New Features

Basic Open edX Training Session

SSL Certificate Installation

Security Patches

We manage both the application and OS components of your platform. For example, if the current Django version is 2.2.24 and the latest is 2.2.28, our developers review the Django updates to implement any crucial security patches. Updating typically requires up to 12 hours, which is included in our Open edX LMS support services.

Possibility to get RG Hosting Management Service

Course Structure Audit 
(free pedagogical advice from our Instructional Design professional)

Google Analytics Tracking Code Installation

RG Analytics Installation
(12-months and longer support)

Google Analytics Customized Settings
(6-months and longer support)

Fix of Open edX Known Issues
(latest release only)

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade 
(to the latest stable release)

ENTERPRISE ALL PREMIUM features included

Notifications About New Features

Basic Open edX Training Session

SSL Certificate Installation

Security Patches

We manage both the application and OS components of your platform. For example, if the current Django version is 2.2.24 and the latest is 2.2.28, our developers review the Django updates to implement any crucial security patches. Updating typically requires up to 12 hours, which is included in our Open edX LMS support services.

Possibility to get RG Hosting Management Service

Course Structure Audit 
(free pedagogical advice from our Instructional Design professional)

Google Analytics Tracking Code Installation

RG Analytics Installation
(12-months and longer support)

Google Analytics Customized Settings
(6-months and longer support)

Fix of Open edX Known Issues
(latest release only)

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade 
(to the latest stable release)

“24h Response Time and 48h Resolution Time for Critical Issues”.
What does it mean?

We always try to answer any request, either critical or non-critical, as soon as possible, but in case of a high load, we keep our right to use the SLA of the package (for example, on the “Light” package, we must reply not later than within 24 hours and solve the issue not later than within 48 hours). If we have two requests from a client—one critical and one non-critical—we will give the critical one the highest priority status.
24h response time calculation is started from our working day beginning, i.e., if you’ve sent a request on Saturday, the “response timer” starts at the nearest working day, e.g., on Monday at 10:00 AM.
48h resolution time calculation starts immediately as soon as the critical issue has happened because we monitor the server and know about the issue at once. Our monitoring tool alerts our DevOps Team into the inner channel.
When the support hours are over this month, we will have to postpone solving the issue and be ready to solve it on the 1st working day of the next month. In case of necessity, you may speed solving by paying a $250 one-time fee, which covers up to 3 hours of effort.

High-quality support by Raccoon Gang

Our robust monitoring and incident response processes ensure minimal downtime and a platform availability of 99.9%.

We ensure your requests are fulfilled on time and provide Open edX platform support for companies, universities, organizations, and individuals. We have multiple means of communication, so we will always be in touch if needed.

Raccoon Gang has highly qualified DevOps with extensive experience in running and maintaining the Open edX (Python/Django) applications, Customer Account Managers, and Support Managers who stand ready to assist should you face any issue with the Open edX platform.

Read our Support User Guide for details, or explore our FAQ YouTube playlist for step-by-step tutorials and answers to common Open edX questions.

Consultancy with Our Experts

As part of our support packages, you gain direct access to top-tier professionals who understand the technical and educational sides of Open edX. Here’s how each expert can support you:

Sergiy Movchan

Member of the Board E-learning Expert with 20 Years of Experience

How they can help you:

  • Advise on the strategic use of Open edX for your organization
  • Recommend best practices in online learning delivery
  • Help align platform capabilities with educational outcomes

Igor Degtiarov

Open edX Core Committer System Architect & Platform Expert

How they can help you:

  • Diagnose and solve advanced technical issues in your Open edX setup
  • Consult on performance optimization, scaling, and integrations
  • Help with planning upgrades and customizations

Bohuslava Zhyvko

Marketing Expert Head of Marketing at Raccoon Gang

How they can help you:

  • Guide on using Open edX for marketing educational products
  • Advise on learner engagement strategie
  • Assist with integrating analytics

Olha Turutova

ID Expert Head of Instructional Design Department

How they can help you:

  • Review and improve your course structure
  • Offer practical advice on interactive and engaging content design
  • Conduct content audits to align with pedagogical best practices
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    Our Works

    Migrating ChallengeU’s Online Learning Platform
    LMS Migration And Customization With The Open edX® Platform
    Raccoon Gang & Axim Collaborative Case Study
    Axim Collaborative and Raccoon Gang’s Partnership

    Insights

    Open edX VS Moodle
    Open edX VS Moodle: Main Difference By Igor Degtiarov
    Optimizing Open edX Platform Setup
    Open edX Upgrades: What You Should Know Before Updating By Max Sokolski
    Open edX article cover
    Optimizing Open edX® LMS Setup By Max Sokolski

    FAQ

    • Q: What types of technical support does Open edX offer?
      A: Open edX offers a comprehensive range of technical support services, including 24/7 monitoring, incident management, request management, security audits, and updates. Whether you need help with platform configuration, troubleshooting, or updates, our Open edX support team is here to assist.
    • Q: What should I do if my platform goes down or experiences technical issues?
      A: If your Open edX platform is down or you encounter any technical issues, please contact our Open edX technical support team immediately. We provide 24/7 support to address critical issues and ensure minimal downtime.
    • Q: Is there training available for new Open edX administrators?
      A: Yes, we offer specialized training programs for new Open edX administrators. These sessions are designed to help you understand the platform's functionality and equip you with the skills needed for effective management and maintenance.
    • Q: How do I report a bug or request a new feature from the Open edX support team?
      A: To report a bug or request a new feature, you can reach out to our edX support team through our official support channels. Provide a detailed description of the issue or feature request, and our team will assess and address it as part of our ongoing commitment to improve the platform.

    Yana Lovyagina

    Raccoon Support Champion

    The mastermind behind our stellar support team, expertly guiding resolutions and enhancing customer relationships to keep Raccoon Gang ahead in customer satisfaction.

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        STOP LOSING LEARNERS!

        → We design online courses that engage → 35% higher completion rates and a 5/5 learner satisfaction score.

        Click Here!