Instructure Support Report May 2020 Support Hours Support

Instructure Support Report May 2020

Support Hours Support hours 319 183 158 184 106 75 20 c. De 0 20 v. No t-2 Oc 20 p- 0 Se Au l-2 Ju 7: 30 to 18: 00 g 2 0 0 -2 Ju n 0 ay -2 0 M r-2 Ap -2 ar M 20 b. Fe 20 n- 0 63 23 Ja • University of Auckland Support hours are Monday to Friday 7: 30 – 18: 00. • Instructure Support is available 24/7. • Instructure Support can Assist with all Canvas native Enquiries (including support With quizzes). 18: 00 to 7: 30 2

Cases by Origin by Month Instructure have advised there may be some delays when contacting them as they are experiencing a higher volume of enquiries. 285 178 173 Live Chat is still used the most, followed by Online submission, Phone calls and email. 136 70 68 12 17 Jan-20 Phone 1 37 35 Feb-20 48 1 8 31 Mar-20 Online Submission 11 Apr-20 Live. Chat Email 3

Support trend over last 3 years Instructure Support Trend We can see for March and April this year, there have been a slight increase to previous years. This was to be expected as we moved to an online Teaching and Learning environment. We will continue to monitor the support that is provided by our Vendor. 477 434 438 390 246 138 291 263 290 236 157 98 Jan Feb 2020 Mar 2019 Apr 2018 4

Bulk Access for S 2, Q 3 and Q 4 Wednesday, 9 June 2021

Process outline • Course access are setup by the Course Access Coordinators or Faculty Admins. • The LTIS team provides a Bulk Access Process twice a year to assist with loading most of the Course Access Coordinators. • This is done through Google Spreadsheets. • We are currently busy with the Bulk Access for the second half of the year. We started the process earlier and allowed longer time due to staff wanting to prepare their courses earlier. • The deadline has been set as 5 June 2020. 6

Status Update • We are tracking well and would like to thank all staff that have completed the lists thus far. • Up until now, we have been checking the spreadsheets daily and have updated the access accordingly. We will continue to check for updates daily until Friday. From next week we will be checking for updates weekly. Faculty Percentage done Academic Integrity 100% Arts Done by Faculty Admins Bioengineering Institute 0% Business and Economics 80% Creative Arts and Industries 100% Education and Sociol Work 100% Engineering 20% Law 100% Medical and Health Sciences 40% Science 80% Tertiary Foundation Studies 40% 7