This Statement of Work (SOW) is a preliminary expectation of both Blackboard and Kentucky State University ("Customer") of the services that may need to be performed. As such it may be modified by a writing approved by the designated representatives of each Blackboard and Customer. The work described below is intended to be performed on a fixed price basis.
This SOW is an exhibit to the Order Form between Blackboard and Customer which is hereby referenced and incorporated into this SOW and will legally control the delivery of services.
The objective of this Statement of Work (SOW) is to ensure that the implementation of support services for CLIENT students, staff, and faculty exceeds the expectations of your organization. In addition to providing contact center support, Blackboard will become a strategic participant in developing or recommending improvements for efficiency, quality of service, and support experience.
Standard LMS Support: Nights & Weekends or 24/7/365, blended agent support, and Tier 1 scope of support supporting the Learning Management System and 3rd Party Tools. Includes: dedicated phone number, multi-modal support with live chat, end-user knowledge base, self-service portal, access into ticket management system for reporting, data access, and call recordings.
Standard IT Help Desk: Nights & Weekends or 24/7/365, blended agent support, and Tier 1 scope of support inclusive of a variety of support areas such as those listed in the Standard offering and Software, Hardware, Printing, SIS/ERP/SSB, Network (Wired, VPNs, Network Drives), Telecom, and Web Applications. Requires integration or generic accounts of technologies related to SIS, Active Directories, or ticketing systems.
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Self-Help Portal | □ IVR Password Reset / Self-Help Portal Password Reset
SmartView only: no tickets route to external system
SmartView Licenses:
SmartView email to external system
API Integration with SmartView:
PROJECTED INCIDENT VOLUME, AVERAGE HANDLE TIME, AND PRICE PER INCIDENT
Blackboard will be staffed to serve up to the Projected Total Incident Volume with a 10 minute Average Handle for Live Incidents. Accurate projections are important. Blackboard does not provide a credit in the event that actual incident volume is lower than the projected incident volume.