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D2L Support Schedule

Last modified: April 12, 2024 (view archived versions)

Support shall be as specified below.  These terms are subject to change in the reasonable discretion of D2L.  Support fees are set forth in the applicable Order.

  1. Approved Support Contact Name(s) (ASC). Client shall provide name(s) of its Approved Support Contact(s) (ASC) to D2L. Approved Support Contact(s) will have privileges to log and monitor Application assistance, help desk and remote support, upgrades, fixes, and other services set out in this Support Schedule (“Support”). Approved Support Contact(s) may access D2L’s client website ( for information about how to obtain documentation and available upgrades. The Approved Support Contact may contact D2L Support up to the number of queries, or user-identified concerns about the Services (“Incidents”) specified below in section 12 based on the level of Support selected. ASCs can submit an Incident using chat via the Web Portal. Chat is English only for Admin support packages. If Client has selected a support package that allows for Group ASCs, Client’s named administrators can be part of group that uses a common ASC profile. Client shall provide to D2L the list of named ASCs with contact information that will be part of the group.  Such groups are limited to 10 ASCs.
  2. Support. D2L provides Support to Client during the times specified in the table below in section 12 based on the level of Support selected. Support includes (i) access by Client ASCs to the D2L Community, which contains documentation (e.g., user guides, how-to guides, release notes), knowledgebase, known issues list, community blog, self-paced learning admin videos, technical resources, etc.; and (ii) access to the Product Idea Exchange portal within the Brightspace Community where faculty, ASCs and other non-student roles can submit new feature requests, and promote or comment on existing feature requests. Support is available to record Incidents, explain the functions and features of the Services and clarify the contents of Documentation. Incidents may be submitted through D2L’s web-based portal, or using a predefined D2L Support email address, or by calling the D2L helpdesk. The number of Incidents per month the Client is allowed as part of the support package is set out in the table in section 12 below. Support includes monthly updates and fixes for current versions of the D2L product suite, as well as access to a dynamic system status page providing insight into Client’s uptime, performance and availability real time.
  3. Remote Access. To allow D2L to assess Incidents in the Services, Client shall use reasonable efforts to permit D2L remote access to Client’s systems.
  4. Additional Approved Support Contact(s); Number of Contacts. Additional Approved Support Contact(s), beyond the one(s) currently included in the Order, are available at additional cost.
  5. Escalation. If D2L is unable to resolve a request in a reasonable length of time, or if the priority or severity of the request changes due to external factors, the request will be escalated. D2L support may request additional information to assist in the understanding of the problem. Escalation may require further research by the Help Desk, consultation of other D2L support staff members, and/or consultation with the D2L development team.
  6. Other Services. Client may not use Support for services other than Support. Services not identified in this Schedule, including training, implementation, modifications, configuration and communications, will be charged at the applicable Consulting rates, except for out-of-pocket and per diem expenses.
  7. Language of Support. All Support will be provided in the English language unless agreed otherwise in the Order. If Support is provided in another language without written agreement or modification through an Order, then there is no guarantee of follow-up or to provide further Support in a language other than English.
  8. Termination. Support is terminated when the Agreement expires or is terminated.
  9. Client Default in Payment. If Client is in default for payment under the Agreement, D2L may, at its option, (a) charge a reinstatement fee to reinstate Support and charge for future Support according to D2L’s then-current support policies; or (b) decline to provide Client Support.
  10. End Users. If Client elects to purchase optional end user support, end user support for questions about the Services will be available to Client’s end users via the options listed in the table in section 13 based on the level of support selected.
  1. Admin Support Features Table
Support Access
D2L Online Community Access24x7x36524x7x36524x7x36524x7x365
Product Idea Exchange (PIE) Portal24x7x36524x7x36524x7x36524x7x365
Incidents included60 per yearUnlimitedUnlimitedUnlimited
Approved Support Contacts (ASCs)2 ASCs3 ASCs3 ASCs5 ASCs
Telephone Incident Reportingn/an/a24x7x36524x7x365 Dedicated 800#
Web Portal Incident Reporting24x7x36524x7x36524x7x36524x7x365
Chat Incident Reporting8:00am to 8:00pm (Local Time) Mon-Fri24x7x36524x7x36524x7x365
Email Incident Reporting24x7x36524x7x36524x7x36524x7x365
LanguagesEnglish, Spanish, Brazilian PortugueseEnglish, Spanish, Brazilian PortugueseEnglish, Spanish, Brazilian PortugueseEnglish, Spanish, Brazilian Portuguese
Enhanced Support Options
Priority Incident and Call Center Queuing (based on chosen support package)n/an/an/aIncluded
Priority Major Incident Management (Outage)n/an/an/aIncluded
Priority Follow the Sun Support for P1 issuesn/an/aIncludedIncluded
Group ASCn/an/aIncludedIncluded
Premier Account Services
Technical Account Management (TAM)OptionalOptionalOptionalIncluded Standard/Augmented. Additional upgrade options available
Other Services
Support Review Meetingsn/an/aSemi-AnnualQuarterly
Product Road Map Reviewsn/an/an/aIncluded
Reporting, Metrics and Analysis
Incident Reportsn/aMonthly (on request)Monthly (on request)Monthly
Historical Incident Access (via helpdesk portal)Included via the Helpdesk PortalIncluded via the Helpdesk PortalIncluded via the Helpdesk PortalIncluded via the Helpdesk Portal
Service Level Objective (SLO) Reports (access to SLO metrics and achievement rates)n/an/aMonthly (on request)Monthly
Cloud Performance DashboardIncludedIncludedIncludedIncluded
Product Version Updates/FixesMonthlyMonthlyMonthlyMonthly
Post Incident Summary Reportingn/an/aFor P1 Incidents (on request)For P1 Incidents (on request)
Test Environment Refreshn/an/a1 per year1 per year
  1. End User Support Features Table
FeaturesBasic End User SupportStandard End User SupportBranded End User Support
Support Access
D2L Online Community Access24x7x36524x7x36524x7x365
Incidents includedUnlimitedUnlimitedUnlimited
Admin Support Level Required (Min)CoreCorePlus
Telephone Incident ReportingN/A24x7x365
D2L EU 800#
Branded 800#
Chat Incident Reporting24x7x36524x7x36524x7x365
Email Incident Reporting24x7x36524x7x36524x7x365
LanguagesEnglish, Spanish, Brazilian PortugueseEnglish, Spanish, Brazilian PortugueseEnglish, Spanish, Brazilian Portuguese
Enhanced Support Options
Priority Incident and Call Center Queuing (based on chosen support package)n/an/aIncluded
Other Services
Support Review MeetingsAnnuallySemi-AnnualQuarterly
Quality Review MeetingsAnnuallySemi-AnnualQuarterly
Incident Analysis and ReviewAnnuallySemi-AnnualQuarterly
Reporting, Metrics and Analysis
Standard End User ReportsIncludedIncludedIncluded
Custom End User Reportsn/an/a5 custom reports included