Last Modified: Nov 27, 2020
This Training Service Level Agreement (SLA) defines the baseline services offered by Uvaro for its 12-Week Tech Sales Bootcamp (“the Program”). This SLA includes reference to a student’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 of the Enrollment Agreement, the terms of the Enrollment Agreement shall take precedence and control over those of this SLA.
Terms of the Agreement
The terms of this agreement include, but are not limited to, those standards of attendance and participation in live classroom sessions, completion of assignments, and adhering to Program policies, as outlined in your Enrollment Agreement.
Missing too many Program sessions will result in your removal from the Program. If you are having temporary issues with your attendance, you may request to defer your enrollment to a future class. Deferment to a future class is not guaranteed.
We require students to complete activities and supplemental work. Supplemental work submitted late will be considered incomplete. Not completing activities or supplemental work will result in your removal from the Program.
Code of Conduct
You agree to abide by the behavioural code set out in your Enrollment Agreement and on our website. Violating this behavioural code and the other terms laid out in your Enrollment Agreement will result in your removal from the program.
The Program is twelve weeks long and runs two hours a day, five days a week. Standard live classes occur only on weekdays. For the most part, live classes occur at the same time every day per the schedule provided to you by Uvaro. Live classes will take place as scheduled except on designated holidays, and may be cancelled in exceptional circumstances.
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 you may be invited to a nonstandard time instead.
Changes to the live class schedule will be communicated to recruits in advance of the class start time. Additional live classes, such as skill-building workshops, may be made available to students and may be run in addition to standard live classes. These events are entirely optional and may occur outside of regular hours at nonstandard times.
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 students, and students are encouraged to build professional relationships with Guest Instructors. Scheduling information for Guest Instructors will be communicated to recruits in advance of live class.
Access to Uvaro’s employer network is included in the service. 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 the Uvaro instruction team. 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.
The Program includes career skills development in the form of curriculum that is delivered in live class and classroom materials. Career skills development might also be delivered individually in one-on-one (1:1) settings with a professional career coach.
Access to Course Materials after Graduation
Graduates will have access to course materials delivered in Kiite playbooks software for up to one year following graduation.
Support for Tools and Systems
We aspire to deliver on-demand support to all students during regular business hours, 9:00am – 5:00pm ET, Monday – Friday, however, on-demand support is subject to Uvaro team member availability. Live support for tools and systems can be scheduled with Uvaro team members during business hours.
Support is delivered in the Program’s internal chat application, live over the phone or web conference, or via email.
Access to Uvaro Team Members
The Uvaro team is available on-demand, subject to availability and subject to the Uvaro team’s discretion, during business hours, 9:00am – 5:00pm ET, Monday – Friday. We encourage you to engage with Uvaro’s course instruction and student success team in the Program’s internal chat application, live over phone or web conference, or via email.
One-on-one meetings can be arranged during business hours, 9:00am – 5:00pm ET, Monday – Friday. Uvaro team members and students may schedule meetings outside regular business hours as needed, but these should be considered exceptional circumstances, and must be arranged in advance, with the explicit permission of the Uvaro team member. Meeting times are subject to Uvaro team member availability.
Students must follow calendaring instructions provided by Uvaro team members to schedule one-on-one meetings. Instructions might differ per team member.
Uvaro team members endeavour 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 1 business day of submission.
Outside of Business Hours
Uvaro does not commit to replying to student inquiries outside of business hours. Urgent inquiries will be responded to at the earliest available opportunity within business hours. If available, your Uvaro team will respond to you as quickly as possible. Contact your Uvaro team members in advance to coordinate a meeting outside of regular hours.
If you are not able to attend live class please inform your Course Instructor as soon as possible. Your instructor will confirm receipt at the next available opportunity.
Confidentiality and Privacy
Information disclosed in private to the Uvaro team will remain confidential to the Uvaro team unless it is public information, or unless permission to share the information has been obtained from you.
Information exchanged between you and other students should be considered private unless the information is public knowledge, or unless you and the other student/s are in agreement that the nature of the information disclosed is not private.
The Program requires all recruits to conduct themselves professionally, which includes behaving legally, ethically, morally, and in accordance to the behaviours outlined in Program standards.
Unlike in-person classrooms, recruits won’t find assigned seating, chalkboard at the front of the room, or shared facilities in a Uvaro classroom. Instead, everyone 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 recruits come to class prepared to be on camera, prepared to actively participate, and aware of their own body language.
Uvaro endeavours to cultivate safe spaces, whether that’s in the classroom or in the Program’s chat application. The Program achieves this by requiring that recruits respect other people’s faith, ideologies, nationalities, political alignment, gender identities, and other individual or community beliefs.
Anyone in violation of these standards will be asked to withdraw from live class, and depending on the severity of the violation, the Program.
Quality of Service
Your success is Uvaro’s success. That’s why the Program is designed to consistently deliver the highest quality of service. At multiple points throughout the Program the Uvaro team will ask for your feedback, which is analyzed and oftentimes incorporated right away. When you graduate, you will be given the opportunity to provide feedback, and at multiple points throughout the program the Uvaro team will explicitly ask for feedback about your experience with our course instruction team. On behalf of the whole Uvaro team, we thank you sincerely for your time and consideration in providing us with your critical insight.