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LMS Technical Support

The Open edX platform makes managing courses easy, but setting it up and keeping it stable requires technical knowledge. At Raccoon Gang, we’re not just experts in running this platform — we help shape it. With experience across Open edX, Moodle, and Canvas, plus support for 99.9% uptime SLA when included in your agreement, you can count on us for LMS technical support 24/7.

Our LMS Support Services

Platform Settings

Platform Settings
Configure your LMS around your learning model, course structure, user roles, permissions, and learner experience.

XBlocks, Plugins,
and App Configuration

XBlocks, Plugins,
and App Configuration
Keep platform features updated and properly configured. We support XBlocks for Open edX, plugins for Moodle, and app/tool setup for Canvas.

Backup Management

Backup Management
Protect your platform data with scheduled backups and recovery support, reducing the risk of data loss and service disruption.

Security Audit and Updates

Security Audit and Updates
Identify vulnerabilities, apply patches, and keep your platform aligned with security requirements and internal IT standards.

24/7 Monitoring

24/7 Monitoring
Monitor platform health, performance, and technical risks around the clock, so issues can be detected before they affect users.

Customer Success

Customer Success
Get ongoing guidance, flexible consultancy hours, minor configuration support, instructional design advice, and practical help with platform improvements.
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Raccoon Gang provides LMS support services for Open edX, Moodle, and Canvas. Our LMS support team helps you keep the platform stable, secure, and easier to manage.

AVAILABILITY:

Our dedicated support team is available Monday to Friday, 10:00–19:00 EET. Package consultancy hours can be used for questions, settings changes, minor design adjustments, instructional design support, or platform guidance.

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
8 hrs

Resolution Time
(Critical Issues)
24 hrs

Monthly Reports
Standard

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

Such issues are being resolved with the highest priority according to SLA within the working day (Mon-Fr 10-19 EET)

24 x 7
Our DevOps team provides ongoing monitoring and immediate resolution of emergency issues (a.k.a. “a server is down”, “a website is unavailable”) 24/7 to ensure your server remains operational. Any other requests (non-emergency but critical, major and minor) are resolved within our standard working hours (Monday to Friday, 10:00-19:00 EET).

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

Such issues are being resolved with the highest priority according to SLA within the working day (Mon-Fr 10-19 EET).

24 x 7
Our DevOps team provides ongoing monitoring and immediate resolution of emergency issues (a.k.a. “a server is down”, “a website is unavailable”) 24/7 to ensure your server remains operational. Any other requests (non-emergency but critical, major and minor) are resolved within our standard working hours (Monday to Friday, 10:00-19:00 EET).

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 LMS 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 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)

Known Issue Fixes for the Latest Release

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade to the Latest Stable Release

STRONG All LIGHT features included

Notifications About New Features

Basic LMS 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 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)

Known Issue Fixes for the Latest Release

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade to the Latest Stable Release

PREMIUM All STRONG features included

Notifications About New Features

Basic LMS 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 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)

Known Issue Fixes for the Latest Release

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade to the Latest Stable Release

ENTERPRISE ALL PREMIUM features included

Notifications About New Features

Basic LMS 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 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)

Known Issue Fixes for the Latest Release

RG Expert’s Consultancy 
(1h per month)

Platform Upgrade to the Latest Stable Release

Need More Flexibility?
Buy Support Hours Separately

Don’t want a full support package? Or already used all your included hours? No problem.
You can order additional hours and pay for them later — based on how many hours you actually used and the type of service you needed.

Support Hour Options


Minimum order: 5 hours per consultation type
$40/hour - $35/hour (10+ hrs)Learning Platform

Platform consulting (LMS/Studio)

Settings, usage, features, and answers to functional questions.

Use Now — Pay Later

  • No commitment — order what you need, when you need it
  • Hours do not expire until you use them
  • Only pay next month based on usage
  • Reduced rate for 10+ hours
$40/hour - $35/hour (10+ hrs)Instructional Design

Instructional design consulting

Content structure, best practices, learner engagement, audits.

$60/hour - $55/hour (10+ hrs)Server & Infrastructure

Server consulting

Access, configuration, billing, infrastructure setup, and scaling.

Learning Platform

Platform consulting (LMS/Studio)

Settings, usage, features, and answers to functional questions.

$40/hour - $35/hour (10+ hrs)

Instructional Design

Instructional design consulting

Content structure, best practices, learner engagement, audits.

$40/hour - $35/hour (10+ hrs)

Server & Infrastructure

Server consulting

Access, configuration, billing, infrastructure setup, and scaling.

$60/hour - $55/hour (10+ hrs)

Use Now — Pay Later

  • No commitment — order what you need, when you need it
  • Hours do not expire until you use them
  • Only pay next month based on usage
  • Reduced rate for 10+ hours
Contact our Head of Support

Already Have a Support Package?

If your support plan runs out of hours, you don’t need to buy another package.
Just add the hours you need — we’ll track and bill them automatically.

Don’t have a Support Package?

If you want to stop your server monitoring and don’t want to buy your next support package, but
feel that you would need our help in the future, just buy the consultancy hours whenever you wish.

Hours can be added to your monthly invoice — no upfront payment required

“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 platform availability of 99.9%.

We ensure your requests are fulfilled on time and provide 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 specialists with extensive experience in running and maintaining Python/Django-based learning platforms, Customer Account Managers, and Support Managers who stand ready to assist should you face any issue with your LMS.

Our security processes are supported by ISO/IEC 27001:2022 certification, helping us manage platform support, access, data handling, and operational risks with clear security controls.

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 get direct access to specialists who understand both platform technology and learning delivery. Here’s how each expert helps keep your LMS stable, secure, and ready for learners:

Sergiy Movchan

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

How they can help you:

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

Max Sokolski

Open edX Core Committer System Architect for Open edX, Moodle & Canvas

How they can help you:

  • Diagnose and solve advanced technical issues in your platform 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 LMS 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

    Canvas LMS pros and cons
    Canvas LMS Pros and Cons: A Comprehensive Review By Peter Koblyakov
    Open edX VS Moodle
    Open edX VS Moodle: Main Difference By Igor Degtiarov
    Open edX article cover
    Optimizing Open edX® LMS Setup By Max Sokolski

    FAQ

    • Q: What types of LMS technical support does Raccoon Gang provide?
      A: Raccoon Gang supports Open edX, Moodle, and Canvas. That includes platform settings, backups, security updates, monitoring, bug fixing, XBlocks or plugin configuration, and small platform improvements. Our LMS support services can also include consultations for admins, instructors, and teams managing day-to-day platform operations.
    • Q: What should I do if my platform goes down or has technical issues?
      A: First, contact the Raccoon Gang support team through your agreed support channel. We’ll check platform health, review the issue, find the cause, and help restore normal operation. For supported environments, monitoring and incident response help reduce downtime. In some agreements, this supports 99.9% platform availability.
    • Q: Is there training available for new LMS administrators?
      A: We can help new LMS administrators understand how the platform works in practice. Training may cover course management, user roles, and permissions. We also walk through basic settings, reporting, and support workflows. The focus can be Open edX, Moodle, or Canvas. It can also reflect your specific platform setup.
    • Q: How do I report a bug or request a new feature from the LMS support team?
      A: You can send a bug report or feature request through the agreed channel: email, Jira, Slack, or another workspace. Our LMS support team reviews the request, asks follow-up questions if needed, estimates the effort, and helps plan the next step. Some fixes might be handled quickly. Larger feature requests may need a separate scope.

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