Learning Management (LMS) - Blackboard

What Is It?

Blackboard Learn Support provides assistance to faculty, staff, and students in the effective use of the Blackboard Learning Management System (LMS). This service includes technical troubleshooting, user access support, course management guidance, and assistance with integrated tools and third-party plugins. The goal is to ensure a smooth and productive teaching and learning experience through Blackboard Learn.

Key Features:

  • Account & Access Support: Assistance with login issues, and course roles.
  • Course Management: Help with creating, copying, and organizing course content, including uploading materials, setting up assignments, discussions, rubrics, and managing gradebooks.
  • Tool Support: Guidance on using built-in tools such as Discussion Boards, Tests, Quizzes, Announcements, and Collaborate.
  • Third-Party Integrations: Support for tools integrated into Blackboard Learn (e.g., Turnitin, Respondus, publisher content).
  • Troubleshooting & Issue Resolution: Diagnosis and resolution of technical issues affecting the Blackboard environment.

Who Is Eligible to Use It?

This service is available to:

  • Faculty and instructors
  • Students
  • Teaching assistants
  • Academic and administrative staff

Where Can I Get It?

Click the "Submit Request" button on this page. You can access it here:  https://acconline.austincc.edu

How Do I Use It?

You can find help content here: 

https://instruction.austincc.edu/nexus/kb/blackboard-ultra/

https://help.blackboard.com/Learn/Instructor/Ultra

Need to submit an LTI integration or tool request? Learn more and submit the form here.

Service Level Agreement (SLA)

Response and resolution times are based on operational hours (Monday through Friday from 9:00AM to 5:00PM).

 

Request SLA  
Response Time 6 business hours
Resolution Time Within 7 business days, 85% of the time

 

Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requester) does not count toward the Resolution Time.