Examples: issues affecting enrollment or registration, academic progress, technology access, financial-aid processing, or any deadline tied to regulatory or accreditation requirements.

  • Response times:
  • 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).
  • Ensure adherence to these service levels by all University personnel engaged with the project.

XIV. Systems Access and Support

  • Leads: University IT Director, CRM/SIS/LMS Administrators
  • Provide timely access to CRM, SIS, LMS, financial aid, and other systems necessary to facilitate the operation and scaling of the online program.
  • Routine account creation for faculty, 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.
  • Maintain authentication, integration, and system support as reasonably required.
  • Ensure timely technology system updates, contract renewals, and ongoing support for authentication and integrations, in alignment with governance meetings and approval forums/processes.

XV. Academic Contributions and Faculty Engagement

  • Leads: University Authorized Project Representative, AVP for Online Education (Contractor), Academic Deans, Program Directors, and Assigned SMEs
  • Provide qualified Subject Matter Experts (SMEs) for course design and development.
  • Ensure SMEs and faculty meet agreed deadlines for content submission to avoid schedule delays or financial penalties.
  • Delays caused by late SME or faculty submissions shall automatically extend related Contractor timelines without penalty.
  • Ensure faculty cooperation in mentoring, evaluation, and QA processes.
  • Support timely approvals for course content, revisions, and quality standards, including scheduled payment processing for SMEs.
  • Assure that program direction aligns with any programmatic accreditation guidelines.

XVI. Policy Alignment and Compliance

  • Leads: University Registrar, Financial Aid Director, Academic Policy Committee
  • In collaboration with the Contractor, align student enrollment and records processes, including, but not limited to, registration, course drops, withdrawals, refunds, and academic standing in alignment with Registrar procedures, Financial Aid regulations, and institutional academic policies with online program timelines.
  • Ensure compliance with accreditation and Title IV requirements.
  • The Online Program must review and approve all significant website, marketing, or media changes through the established Online Program review process prior to release or publication.
  • Proposed website updates discussed in governance meetings shall be submitted for review to evaluate and document potential impacts on online programs.

XVII. Financial Responsibilities

  • Lead: University Chief Financial Officer
  • Pay all Contractor invoices in a timely fashion and without offset, in accordance with the Payment Terms of this Contract.
  • Acknowledge and pay all past-due balances as set forth in Schedule C (Past-Due Balance & Deferral Ledger).