Your student's teachers will send your student a welcome email, and this email will contain key information such as contact information and office hours. Teachers frequently make announcements in their courses, which also contain important information. Your student's online teacher will meet with your student regularly. If at any time you have concerns about your student's progress or questions about a grade or feedback provided on an assignment, please feel free to reach out to the teacher to discuss. Teachers are best contacted by e-mail, although you can call them too, and will return communication within 24 hours.
Occasionally you may have technical difficulties or encounter a problem that neither you nor your teacher can solve. We have a telephone support help desk available for these types of problems from 8 am to 8 pm EST. Our toll-free support number is 1-866-705-5575. You can also reach our help desk by submitting a ticket online. When you submit a ticket, you will be able to track the progress of your ticket. After creating your first ticket, you will be sent an e-mail where a link is provided for you to join the system. If you decide to call instead, you will be asked to submit a ticket for tracking purposes (or one will be created for you).
While we expect that in most cases, you, the online teachers, and our help desk can solve most of your problems, you may need additional help. If you feel that your online teacher is not responding to you in a timely manner, for example, then you may need to reach out to an administrator. Contact the help desk and your concerns will be routed to the right person.