Last Modified: June 6, 2023
This Training Service Level Agreement (SLA) sets out the terms of access to live services provided by Uvaro (“Program”). This SLA includes reference to a member’s eligibility for the services, and it outlines Uvaro’s commitment to quality and the limitations of services provided. In the event of a conflict between the terms and conditions of this SLA and those outlined in our Terms of Service, the Terms of Service shall take precedence and control over those of this SLA.
A Uvaro membership grants the members access to resources, materials, tools and services, including access to participate in a synchronous learning delivered in a live online environment (“Live Courses”). A description of the Live Courses, delivery method(s), curriculum and answers to “Frequently Asked Questions” can be found on the Uvaro website at https://uvaro.com.
The terms of this agreement include, but are not limited to, those standards of attendance and participation in live courses, workshops, professional coaching, completion of assignments, and adhering to Program policies.
Eligibility requirements for Live Courses include class attendance, participation, and submission of assignments. To maintain an enrolled status and to be eligible for graduation, members must
Members who are not able to attend a Live Class due to extenuating circumstances must inform the assigned course instructor as soon as possible.
Failure to maintain attendance, participation and assignment submission will result in removal/non-graduation from the Live Course.
Members may withdraw from a Live Course at any time. Members may be removed from a Live Course at any time. Should a member withdraw or be removed from a Live Course, their membership will remain intact and they remain responsible for paying any amounts owed to Uvaro under their subscription agreement.
Members must comply with the Uvaro Community Standards and internal community standard policy documents. Members in violation of these standards will be removed from the program, and your Membership may be terminated, and outstanding Membership fees will be owed. Uvaro reserves the right to modify these Community Standards at any time.
Live Courses comprise multiple pre-scheduled live sessions (“Live Classes”), which take place as scheduled except on designated holidays, and may be cancelled in exceptional circumstances. Advance notice of cancellation will be provided.
Exceptional circumstances might include accommodations for Guest Instructors who are available outside of standard class times. In circumstances such as these, a standard live class might be cancelled and members may be invited to a nonstandard time instead.
Changes to the live class schedule will be communicated in advance of the class start time. Additional Live Classes, such as skill-building workshops, may be made available to members and may be run in addition to standard Live Classes. These events are entirely optional and may occur outside of regular class hours.
Live Classes will always be attended by a minimum of one Uvaro representative.
Guest Speakers include, but are not limited to, industry Subject Matter Experts (SMEs), members of Uvaro’s employer network, industry leaders, and professional coaches. Guest Instructors are invited to join live classes either at standard times or nonstandard times, are made available to all classes or some classes, and are subject to Guest Instructor availability. The list and number of individual Guest Instructors varies per class.
Available public profile information of Guest Instructors will be provided to members, and members are encouraged to build professional relationships with Guest Instructors. Scheduling information for Guest Instructors will be communicated to members in advance of live class.
Access to Uvaro’s employer network is included in the Program. This includes, but is not limited to, exposure to Guest Instructors through live class, and exposure through mass email communications and Uvaro marketing material.
Additional exposure to Uvaro’s employer network will be at the discretion of Uvaro. Additional exposure might include: Individual introductions to hiring managers and decision makers; exposure to sales team members, go-to-market materials, and employer-specific sales methods for the purposes of skills development in role playing and selling scenarios; in depth exposure to sales development activities and performance requirements through the internship.
Members with active subscriptions who have completed a course will retain access to course materials delivered in Uvaro’s software systems, including but not limited to Uvaro’s website, learning management system, and community software.
Uvaro’s regular business hours are 9:00am – 5:00pm ET, Monday – Friday. Uvaro does not commit to replying to member inquiries outside of business hours. Urgent inquiries will be responded to at the earliest available opportunity within business hours.
Uvaro endeavors to respond to incoming messages as quickly as possible. Urgent inquiries will be prioritized and responded to at the earliest available opportunity within business hours. Non urgent inquiries will be responded to within 3 business days of submission, within regular business hours.
Self-service support is available to all members through http://support.uvaro.com.
Members with active subscriptions may also access on-demand support during regular business hours. Access to on-demand support is subject to Uvaro team member availability and can be scheduled with Uvaro team members during regular business hours. On-demand support is delivered in the Program’s internal chat application, live over the phone or web conference, or via email.
On-demand support may be available outside regular business hours from time-to-time in exceptional circumstances. Such exceptions must be arranged in advance with the explicit permission of the supporting Uvaro team member, and are available at the sole discretion of Uvaro. Members must follow calendaring instructions provided by Uvaroto schedule one-on-one meetings.
Live Class sessions may involve activities that include the sharing of personal information with instructors or other members. Examples include, but are not limited to, practice interview questions, group discussions, and presentation assignments. Information exchanged by other members must be treated as confidential and not shared with any third-parties unless the shared information is already public knowledge, or unless you and the disclosing party have previously agreed that the nature of the information disclosed is not confidential.
The Program requires all members to conduct themselves professionally, which includes behaving legally, ethically, and in accordance with the behaviors outlined in our policy documents.
Unlike in-person classrooms, members won’t find assigned seating, chalkboard at the front of the room, or shared facilities in a Uvaro classroom. Instead, members joins class by attending the same web conference room. They come to know one another’s faces and voices by communicating over video and audio connections that require internet connectivity to work. For that reason, the Program requires that members come to class prepared to be on camera, prepared to actively participate, and aware of their own body language.
Uvaro strives to cultivate safe spaces in the classroom and in the Program’s chat application. As such, members are required to respect other people’s faith, ideologies, nationalities, political alignment, gender identities, and other individual or community beliefs.
Anyone in violation of these standards or Uvaro’s Community Standards, will be removed from Live Classes and may be subject to disciplinary actions as described in the Community Standards.
When members complete a course, they will be given the opportunity to provide feedback, and at multiple points throughout the program the Uvaro team will explicitly ask for feedback about their experience with instructors. Provided feedback is analyzed for the purposes of product improvement and staff evaluation. On behalf of the whole Uvaro team, we thank members for their time and consideration in providing us with their feedback and critical insights.