Service Agreement

[School Name / Department Name]

[DATE]

Dear [INSERT: School name and discipline] faculty members,

Like you, Nelson Education Ltd. is committed to student success and engagement. And we are committed to you, to doing everything we can to support your teaching goals.

We are proud to offer unparalleled services and course solutions, and oursupport team can’t be beat. We are always on hand to help you set up your course, answer your questions, and facilitate a successful semester.

Centered around students and built on workflow, user experience, and learning design research with students and instructors, Nelson Education’s solutions focus on engagement—taking students progressively through levels of application, analysis, and critical thinking with depth and context unmatched in the market.

We are ready to partner with you to help you exceed expectations for your course and your students—to make our experience together a successful one.

In this agreement, we have outlined the commitments we are making to you to ensure that you receive our unbeatable support, service, training and customization when you adopt [INSERT: learning solution and textbook] for use in your course.

Digital Solution Support

Implementation

We are pleased to offer you a first-of-its kind service and support program to help you implement a Nelson Education/Cengage Learning digital solution in your course. A dedicated Digital Solutions Manager, along with your Learning Solutions Consultant, will work with you to develop a personalized implementation plan that will include:

  • Delivery of login and account information for all faculty
  • Assistance in setting up your course and assignments
  • Student registration instructions (emailed to you before classes begin)
  • Check-ins throughout the term to ensure everything is running smoothly
  • Proactive setup of your course for the next term.

Training & Development

Our digital training and development program provides a variety of service options that are customized to meet your needs. Based on the goals for your course, we will deliver the following:

FACULTY:
  • Consultation to determine how best to implement your Nelson Education/Cengage Learning digital solution(based on the specific way in which your course is administered on your campus)
  • Onsite or web-based training to be held at your convenience
  • Instructor access and use of all training materials (including user manuals and online demos)

In addition to the above programs and resources, we are happy to connect you with our Faculty Partners’ Network, a community of educators from across the country who enthusiastically use Nelson Education/Cengage Learning’s digital solutions in innovative and effective ways and want to share their experiences.

STUDENTS:

  • Getting Started training, which will ensure that your students are prepared to register for and comfortably navigate your Nelson Education/Cengage Learning digital solution.
  • Access to a series of self-training videos.

Customer Support

As the start of your course draws near, we willwork with you on creating your course, which will generate a Course Registration URL, as well as provide you with a Personalized Website. Using this URL to contact Nelson Education’s Customer Support department provides several advantages over our general support site:

  • You will be asked to provide your name and email address for follow-up purposes, but a username and password are not required.
  • Streamlined Live Support Options - If you require support, you will be provided with phone and email options on a Personalized Website that are separate from the general Customer Support line and do not require you to pass through a phone tree or select any options to be routed to a live person. This will be a direct line to your Digital Solutions Manager.
  • Customized FAQs and Self-Help Support - The content andself-help support on yourPersonalized Website are specific to the platforms and products that you have chosen for your course.

[OPTIONAL for EWA Adoptions] Your adoption of Enhanced WebAssign also includes dedicated Technical Support from WebAssign.

  • Visit the Faculty Technical Support Page:
  • Email:
  • Call toll-free: 800-955-8275

[OPTIONAL for iLrn Adoptions] Your adoption of iLrn also includes Technical Support from Quia.

  • Email:
  • Call toll-free: 877-282-4400

General Support

Faculty and Student Support and Training

Nelson Education provides a variety of service options to best meet the needs of your faculty and students. Based on your needs, we commit to the following:

FACULTY:

  • All telephone calls and emails will be replied to within 24 hours by your Learning Solutions Consultant, [INSERT: LEARNING CONSULTANT NAME].
  • [INSERT: LEARNING CONSULTANT NAME]will visit you and your department at your office at least once each month. During these visits, [he/she]will collect feedback from you related to our course materials and service and will ensure you and your faculty have the course and support materials you need.

STUDENT:

  • Any issue related to the purchase or redemption of access codeswill receive prompt attention and action from our customer support team.
  • Our Toronto-based customer support representativesare available via email and to solve any issues your students may encounter.
  • Customer Support Website:
  • Customer Support Phone - 1-800-268-2222
  • Customer Support Email –

Review Materials

We will supply the requested number of complimentary instructor textbook copies, ancillary materials, and appropriate faculty accounts for all of our online resources.

Bookstore Support

We will work with the bookstores to ensure that the correct order has been placed. Additionally, we will contact the bookstore prior to the first week of classes every semester to verify the correct materials are on the bookshelves so that your students are purchasing the correct course materials.

Adoption Information

Nelson Education creates content designed to engage and learning solutions that go beyond memorization and lead to better understanding. Based on our discussions regarding the needs of your students and course objectives, below is the solution we suggest be considered for adoption in [COURSE NAME HERE].

Content:

Title

Author

ISBN

© Year

Publication date

Digital Solution:

Solution Name/Title

Term

Access (PAC/IAC)

ISBN(s)

Bundle Options:

Description

Price

Pricing and Availability

We will make every effort to provide you with the most accurate and up-to-date pricing information. We cannot determine individual bookstore pricing. Contract pricing valid [INCLUDE DATE RANGE].

[OPTIONAL] Customization

Custom Learning Materials help you create a custom print or digital course solution in a style and format that maximize learner engagement and achieve desired outcomes. Our academic and digital experts make the process easy and provide years of experience in helping instructors customize material to specific course needs.

Your Dedicated Nelson Education Team

Your business is very important to all of us at Nelson Education. We look forward to helping you and your students achieve your teaching and learning goals for years to come!

[INSERT: Learning Consultant name

Phone number, email]

[INSERT: Digital Solutions Consultant name

Phone number, email]

[INSERT Regional Sales Manager name

Phone number, email]