Great technical support, the community approach.

One of the arguments against the use of Open Source software is the lack of documentation and support. Since nobody’s making a profit, there’s no way to get good technical support, right? Wrong.

While trying to figure out a problem that I’m having in a Moodle installation, I discovered that the tech support available for Moodle is surprisingly good. In fact, I dare say it might be among the best I’ve encountered!

It starts with what should be obvious but usually isn’t: the initial link to support. Many software companies bury their support links, or name them in some creative way that makes it difficult to discern what’s support and what isn’t. Moodle keeps it simple and in your face. In the top left corner, prime real estate typically reserved for high priority items, it says “Free Support.” Doesn’t get more clear than that, does it?

Clicking on that takes you to a page that has the forums, knowledge base documents, and even a list of users who are currently on the site right now. So if you do want to ask a volunteer for some personal help you can, but there’s plenty there to get you started. I love the first link on the page. “WELCOME! Are you new? Confused? Please start here!” Couldn’t be more clear.

While none of this is earth shattering, it’s obvious that they make helping people out with their problems a matter of the highest priority. The attitude itself is refreshing. Most software tries to hide the fact that things might be confusing to new people. Moodle accepts it, embraces it, and takes aggressive action to ensure that people get the help they need.

Big ups for taking care of your community, Moodle.