Schedule B – University Responsibilities (the “University”)
To enable the Contractor to perform, the University shall:
Lead: University Authorized Project Representative
Appoint an Authorized Project Representative who holds authority to approve deliverables, allocate resources, and escalate unresolved issues, with direct access to university leadership for decision-making and approvals.
Participate in regular governance meetings and decision-making forums.
Escalate unresolved issues within three (3) business days to the designated executive sponsors of both Parties. Escalations shall follow the governance framework defined in Schedule A, Section I.
A. Staffing Commitment: The University shall maintain sufficient staffing to support the successful execution of the online project. Staffing levels will be aligned with the needs of the initiative and adjusted as necessary to ensure operational effectiveness.
Lead: University Authorized Project Representative
Adhere to defined service levels for communication and task response, excluding weekends, holidays, and out-of-office periods. Out of office messages must include an alternate contact for urgent needs.
Routine: Communications, inquiries, or tasks that do not have immediate operational or student impact and can be addressed within normal business prioritization. Examples: standard information requests, document reviews, scheduling coordination, or non-critical clarifications.
Priority: Items that are time-sensitive and require attention sooner than a normal response cycle to maintain project timelines or stakeholder commitments but do not present an immediate risk to student experience, compliance, or system continuity. Examples: pending approvals for content or marketing materials, policy feedback requests, or upcoming project deadlines requiring confirmation or data.
Urgent: Matters that, if not addressed promptly, may disrupt student services, compliance obligations, system functionality, or contractual deliverables. Examples: issues affecting enrollment or registration, academic progress, technology access, financial-aid processing, or any deadline tied to regulatory or accreditation requirements.
Respond to routine communications and requests (internal and student-facing) within two (2) business days.
Respond to priority communications and requests (internal and student-facing) within one (1) business day.
Respond to urgent communications and requests (internal and student-facing) as soon as practicable, but no later than eight (8) business hours (8 a.m.-5 p.m. Eastern Time).
E. Ensure adherence to these service levels by all University personnel engaged with the project.
Leads: University IT Director, CRM/SIS Administrators
Provide timely access to CRM, SIS, and other systems necessary to facilitate the operation and scaling of the online program.
Routine account creation for staff and student accounts shall be provided within three (3) business days of request.
Urgent requests for access shall be processed within one (1) business day.