Support & help – German-speaking Moodle specialists
When something goes wrong at eledia.cloud, you talk to people who run Moodle, BigBlueButton, Nextcloud and Collabora themselves – in German or English, without being routed through a generic hosting call center. This page shows how to reach us, what support covers and where you can help yourself quickly.
How to reach us
The fastest route is to send us the URL of your instance, the affected course and a short description – a screenshot helps.
| Channel | Contact | Best for |
|---|---|---|
| info@eledia.de | Requests with screenshots, logs, files | |
| Phone | +49 30 50 56 10-70 | Quick questions, urgent clarification |
| Ticket system | Access on request | Traceable handling, full history |
| Incident report | By phone on +49 30 50 56 10-70 | Outages and disruptions |
- Service hours: We will tell you our service hours on request.
- Response times: We respond immediately to technical faults and problems.
- Languages: German and English
Application support, consulting and training are available as paid add-on services.
What support covers
The following is included in running your instance:
- Platform operations: server operation, monitoring, availability, performance questions
- Updates: Moodle updates including security releases, scheduled around your operations
- Backups: regular backups of your instance
- Restores: restoring data after technical problems or accidental deletion
- Plugin questions: reviewing, installing and checking extensions for upgrade safety
- Technical usage questions: permissions, roles, authentication, embedding BigBlueButton, connecting Nextcloud
For the functional scope see the features page, for hosting details see Moodle hosting.
What support does not cover
So it is clear where a separate engagement is needed:
- Instructional course design. We are glad to help with course structure, learning paths, assessment concepts and training – as a paid consulting and training service, not as part of operational support.
- Custom development. Custom plugins, interfaces and adaptations are built on request as a separate project.
- Content work inside your courses. Creating and maintaining course content is your job, but it can be commissioned.
- Third-party systems. Devices, networks and third-party software outside your instance.
Not sure whether your request is covered? Just ask. Contact →
Help yourself
Many questions can be answered in a few minutes:
- Official Moodle documentation. The Moodle docs describe all standard features and are freely available.
- Our blog. Introductions and background, for example What is Moodle?, Setting up Moodle at school and What is BigBlueButton?. Go to the blog →
- FAQ page. Short answers on hosting, pricing, data protection and features. Go to the FAQ →
- Data protection questions. Legal framework, DPA and server location are summarized here: Moodle and GDPR →
Incidents & emergencies
If a service is down, report it through the designated channel so it goes straight into processing.
- Check: is the problem limited to your instance, or does it affect other services on your network too?
- Report: By phone on +49 30 50 56 10-70 or by e-mail to info@eledia.de
- Include: URL of the instance, time of occurrence, affected user group, the exact error message
- Feedback: We get back to you and keep you informed until the issue is resolved
Your data is stored in an ISO 27001 certified data center in Germany. Backups are created regularly, so a restore after technical problems is possible. More on operations →
Frequently asked questions about Moodle support
Is support included in the price? Operational support is part of the hosting. The available plans are listed on the pricing page. Pricing →
Can I get help in German? Yes. Support is German-speaking, and English is available as well.
How fast do you respond? Our support team responds immediately to technical faults and problems.
Do you handle Moodle updates? Yes. We carry out updates including security releases and coordinate major version upgrades with you.
Can you restore a deleted course? Usually yes, from the existing backup. Report the loss as soon as possible and tell us the course name and the approximate time.
Do you support plugins I picked myself? Yes. We review the extension, install it and point out any risks for future updates. Custom plugins are possible here – unlike on MoodleCloud. MoodleCloud alternative →
Do you also advise on course design? Yes, as a separate service. Get in touch and we will clarify scope and terms. Contact →
Do you support BigBlueButton and Nextcloud too? Yes, for the services we host. BigBlueButton in Moodle → · Nextcloud hosting →