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. Ensure the AVP for Online Education (Contractor) and the University Director of Online Education are included in all decisions impacting online operations, students, faculty, systems, processes, or revenues.
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.
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.
Staffing Budget Planning: The University shall coordinate with Contractor on staffing budget items that impact project implementation. Both parties will evaluate the financial implications of personnel decisions to ensure alignment with the overall project objectives and budget constraints.
Ongoing Staffing Evaluations & Collaboration: The University and Contractor will work together to ensure personnel resources remain aligned with the project's evolving requirements through regular review and strategic discussions.
Staffing Needs Assessment: The University and Contractor will collaborate on assessing staffing needs related to the project, including hiring timelines, role responsibilities, and workforce planning to support project goals.
Staffing decisions materially affecting online operations shall be reviewed with and, where applicable, approved by the Contractor prior to implementation.
Support for Recruiting and Onboarding: As needed, the University will engage with Contractor in defining job descriptions, assisting with recruitment efforts, and providing necessary training resources that meet both quality standards and time-sensitive implementation needs.
Quarterly Staffing Evaluations: The University and Contractor will conduct quarterly evaluations of staffing needs and performance, making adjustments to staffing plans as necessary through mutual agreement.
B. 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.