e-Learning Support Service

Learning and Teaching Technology Support Services

Development and support for extended use of e-Learning and teaching activity in the University.

The service provides platform, functional evaluation, configuration, software modification and solution development support of IT based teaching initiatives.

The University has adopted Blackboard, named as LEARN@PolyU (理學網), as the common Learning Management System (LMS). Blackboard is a course management system with powerful and easy-to-use features for online course development and content delivery.  The LMS aims to facilitate teaching and learning activities.

The e-Learning Support Service provides technical support, content development and integration, server administration, and account management to users and administrators on the e-Learning platform.

Access to the service

Eligible users

Full-time staff, Part-time staff, Full-time students, Part-time students

Service hours and availability

  • Service available hours: Office hours
  • Service support hours: HelpCentre service hours

Service Requests and Change Requests

Policies relevant to the service

Service level

All service request are classified as level 1 to 4 depending on its impact & urgency.

  • Level 1 – Service Request Resolution Time: 2 days
  • Level 2 – Service Request Resolution Time: 4 days
  • Level 3 – Service Request Resolution Time: 6 days
  • Level 4 – Service Request Resolution Time: N/A

All Incident are classified as level 0 to 4 depending on its impact & urgency.

  • Level 0 – Incident Resolution Time: 4 hours
  • Level 1 – Incident Resolution Time: 1 day
  • Level 2 – Incident Resolution Time: 2 days
  • Level 3 – Incident Resolution Time: 5 days
  • Level 4 – Incident Resolution Time: 10 days

Related Information

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(Version: 1.0)


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