Course: Campus Help

- Platform Responsibilities
  Students and Learners
  Learners are encouraged to maintain a single Campus account and to avoid creating multiple accounts, as duplicate accounts can cause access, enrollment, and completion issues. If a learner believes they may have more than one account, they should contact Campus support for assistance.
  When reaching out for support—whether to an instructor or to Campus—learners are expected to clearly identify their username, email address, course name, and provide a clear description of the issue, along with any relevant documentation (such as screenshots or error messages). Providing complete information helps ensure timely and accurate assistance.
  Learners should direct all questions related to course content, assignments, assessments, grading, expectations, or instructional materials to the instructor or course owner. Campus support does not provide guidance on course content or instructional decisions and will defer content-related questions to the instructor.
  Instructors and Course Owners
  Instructors and course owners are responsible for all course content, instructional design, configuration, and learner experience. This includes creating, organizing, and maintaining course materials; configuring course-level settings; defining completion criteria; managing certificates; and ensuring courses are complete and ready prior to launch. Instructors own all course-level customization, including layout, assessments, certificates, badges, and course branding within platform standards.
  Instructors are expected to serve as the primary point of contact for learners for questions or issues related to course content, assignments, assessments, expectations, and instructional materials. Learners should first seek assistance from the instructor for content-related concerns before escalating platform or access issues.
  Instructors are responsible for interpreting reports for program needs and reconciling data when custom analysis is required.
  When using third-party tools such as Articulate, instructors are responsible for authoring, publishing, testing, and supporting those tools according to vendor documentation. Instructors are also responsible for selecting and managing any external video hosting services required for their courses.
  Instructors do not manage platform-wide settings, user accounts, payments, or system configuration.
  Campus Administrator (Extension Foundation)
  The Campus Administrator is responsible for the overall operation, stability, security, and day-to-day management of the Campus (Moodle) platform. This role manages platform-level settings, users, roles, enrollments, course shells, categories, and access controls. The Campus Administrator oversees registration workflows, payment integrations, and platform configurations, and provides Tier 1 support for access, enrollment, and general platform use issues. The Campus Administrator ensures the platform is maintained, updated, secure, and operating as intended, and escalates system-level issues to Tier 2 support. For fee-based courses, the Campus Administrator provides reconciliation of course sales at the course level, including totals by course and individual transaction records.
  The Campus Administrator does not design or customize course content, configure course-level completion settings, perform custom development work, troubleshoot third-party authoring tools, or provide instructional design services.
  Tier 2 Support
  Tier 2 support provides advanced technical and infrastructure-level support for Campus. This includes hosting, system performance, backups, monitoring, server-level security, and major system maintenance. Tier 2 support resolves platform bugs, plugin conflicts, system errors, payment gateway failures, and system-level SCORM or automation issues. Tier 2 support executes Moodle core upgrades and major releases and supports escalations from the Campus Administrator.
  Tier 2 support does not provide direct support to learners or instructors, does not create or customize course content, and does not support third-party authoring tools.
- Questions About User Accounts or Login Issues Glossary
  
  Procedures for creating accounts, recovering passwords, shared use of email, logging in, etc.
- How to Find and Enroll in a Course Glossary
  
  Procedures for finding and enrolling in courses.
- Questions About Course Content, Quizzes, Certificates & Other Activities Glossary
  
  For questions about content or activities within courses.
- Purchasing and Accessing Fee Based Courses Glossary
  
  For questions about accessing fee based courses or purchasing processes.
- Questions by Course Teachers Glossary
  
  For Extension educators at Extension Foundation member institutions about teaching courses on Campus.
- All Other Questions
  
  If your question is not answered above, or if you require personal assistance with some issue, then the following are your options for assistance:
  
  For questions about course content, quizzes, completion status, certificates, etc., direct them to your course teacher(s). Every course should display a "Course Contacts" block--probably on the left side of the course page. That block provides the names of the course teachers along with links for sending your teacher an email. Click on the envelope icon to activate your email program. 
  For assistance with logins, course enrollment, or other technical issues, contact us by email at campusadmin@extension.org
  For assistance in purchasing or accessing a fee-based course, send an email to catalogadmin@extension.org

Topic outline

Platform Responsibilities

All Other Questions

Campus Help