Our Open edX Support Services
Platform Settings
XBlocks Updating
& Configuration
& Configuration
Backup Management
Security Audit and Updates
24/7 Monitoring
Customer Success
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 | strong | premium | |
|---|---|---|---|
Website issues and server processes monitoring |
7 x 24 |
7 x 24 |
7 x 24 |
Critical issues/showstoppers resolving A Critical Issue/Showstopper is the issue with the platform that can prevent your Learners from passing your courses, for example:
|
5 x 9 Mo-Fri |
5 x 9 Mo-Fri |
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. |
Communications through |
Support Desk |
Support Desk |
Personal Manager |
Response time |
24 hrs |
24 hrs |
2 hrs |
Resolution time for critical issues and show-stoppers |
48 hrs |
24 hrs |
8 hrs |
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. |
– |
+ |
+ |
Monthly reports |
Limited |
Standart |
Extended |
Total time for consultancy and refinements |
1 hr/week |
2 hr/week |
5 hrs/week |
Price per mounth |
$400 |
$750 |
$1500 |
Price per 6 mounths |
$2200 (Save $200) |
$4000 (Save $500) |
$7500 (Save $1500) |
Price per 12 mounths |
$4000 (Save $800) |
$7000 (Save $2000) |
$12500 (Save $5500) |
Website issues and server processes monitoring
7 x 24
7 x 24
7 x 24
Critical issues/showstoppers resolving
- 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
5 x 9 Mo-Fri
7 x 24
If you wish to get the Support Consultancy Service 24/7, you may purchase one more Premium package.
Communications through
Support Desk
Support Desk
Personal Manager
Response time
24 hrs
24 hrs
2 hrs
Resolution time for critical issues and show-stoppers
48 hrs
24 hrs
8 hrs
Security patches
–
+
+
Monthly reports
Limited
Standart
Extended
Total time for consultancy and refinements
1 hr/week
2 hr/week
5 hrs/week
Price per mounth
$400
$750
$1500
Price per 6 mounths
$2200 (Save $200)
$4000 (Save $500)
$7500 (Save $1500)
Price per 12 mounths
$4000 (Save $800)
$7000 (Save $2000)
$12500 (Save $5500)
Website issues and server processes monitoring
Critical issues/showstoppers resolving
- 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.
Communications through
Response time
Resolution time for critical issues and show-stoppers
Security patches
Monthly reports
Total time for consultancy and refinements
Price per mounth
Price per 6 mounths
Price per 12 mounths
“24h Response Time and 48h Resolution Time for Critical Issues”.
What does it mean?
High-quality support by Raccoon Gang
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.
Support Packages Advantages
Look what we gift within each package and choose the most preferable for you.
hours per month
- Free SSL certificate installation
- Notifications about new features
- 1h Basic Open edX Training Session
hours per month
- Google Analytics Tracking Code Installation
- Possibility to get RG Hosting Management Service
- Course structure audit (free pedagogical advice from our Instructional Design Professional regarding your course content and structure)
hours per month
- RG Analytics installation (12-months and longer support)
- Google Analytics customized settings (6-months and longer support)
- Free fix of Open edX known issues (latest release only)
- RG Expert's consultancy (1h per month)
- Annual Support
-
Platform Upgrade
(once a year) - Click here for more information about this package
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.
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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.
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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.
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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.
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Q: Where can I find more detailed information about Raccoon Gang Support Services?A: For more details, please read our Support User Guide. Additionally, you may watch our FAQ YouTube playlist to find comprehensive answers and tutorials on how to use Open edX.
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