iTutor New Customer FAQ

A resource for answering general questions about getting started with iTutor

Written by iTutor Customer Support

Last published at: November 29th, 2022



Are iTutor services fully virtual or on-site?

iTutor provides live, virtual instruction via our own proprietary whiteboard. Students will see and hear their tutor.  All sessions are recorded for quality assurance, student review, and student playback. 


What is the rostering process? 

For small group instruction, the school’s Point-of-Contact will provide iTutor rostering information through a secure upload channel. iTutor will roster students into classes based on the requested schedule, grades, and subjects. For 1:1 classes, the school’s Point-of-Contact will provide training to enroll students into the iTutor LMS.


In either case, once students are rostered, the staffing and scheduling process will be completed within 10 business days.


What is the process for the student to access the platform?

Students will log into the iTutor LMS site using unique credentials provided to them by iTutor following their successful enrollment via email. This email will be sent to the address provided by the district during the enrollment process. A separate email will be sent as a “Welcome Letter” including the URL, Orientation Video, classes scheduled for the student, instructions for accessing the classes, attendance expectations, and student and family resources.


Is Single Sign-On (SSO) available for user authentication?

All users will be provided a unique username and password to the iTutor LMS for authentication. SSO is currently not supported for iTutor products.


How are students protected during iTutor sessions? 

iTutor has a team of full-time staffing/HR professionals whose sole job is the recruitment and onboarding of Educators. Educator credentials and background checks are verified and a phone interview is conducted. 


iTutor is focused on training and supporting certified Educators for tutoring in a synchronous online environment. We accomplish this through well-designed Professional Development, Instructional Coaching, rigorous session reviews, an Educator virtual forum platform, and Academic and Special Education office hours for Educators.


In addition to highly qualified and vetted educators, iTutor has a rigorous crisis protocol in place to provide educators with an alert system should students experience any type of medical, emotional, or physical crisis.


See the following responses for additional context around security and privacy.


What communication channels are available to students?

While in class in the LMS, students are not able to privately message or communicate with each other. All communication is public to the class attendees including video and chat messages.


How is iTutor complying with local, state, and federal laws and regulations?

  • iTutor complies with the Family Educational Rights and Privacy Act (FERPA) and such using any information provided by the district to be consent-based from the student and parent and will be governed by (20 U.S.C.§ 1232g; 34 CFR Part 99) and the school may disclose those records, without consent, to the following parties or under the following conditions (34 CFR § 99.31) and used to provide an extension of services for the district.

  • iTutor will limit internal access to education records to those individuals that are determined to have legitimate educational interests and the Family Educational Rights and Privacy Act (FERPA). We conduct annual audits of our processes to ensure individuals with student-level access are provided access based on immediate supporting needs and with audit records.

  • iTutor will not disclose any personally identifiable information or summary of data provided to anyone other than those employees or agents that your district provides access to or individuals to provide the necessary services. 

  • iTutor will not use provided data for any other purposes than those explicitly provided for in this Agreement. All provided data shall remain the property of the disclosing party and will not be used for marketing or re-sold 

  • iTutor will treat data provided as confidential and shall protect the nature of the provided data by using the same degree of care, but not less than a reasonable degree of care, as districts use to protect its own confidential data, so as to prevent the unauthorized dissemination or publication of provided data to third parties.

  • iTutor will notify the customer (within five business days) upon any breach of security resulting in an unauthorized release of student data by iTutor in violation of State or Federal law or regulation, Parents Bill of Rights for student data privacy and security, the data privacy and security policies and procedures of MTGU. Prior to reaching out, we will make every effort to get written confirmation from any party that received this data that they have purged copies of the data or any derivative product. 

  • Our LMS, along with internal infrastructure are protected with managed services. Each activity toward possible threats is monitored. An electronic notification system will self-alert our administrative IT team about a possible breach or potential attack. The security governance process will identify the level of a breach if occurred and will address it via a defined code of processor and activate countermeasures. The breach will be immediately reported to required customer authorities, along with severity, cause of damage, the possibility of damage, and action plan along with deadlines for the remedy. 

  • Provide staff training on federal and state law governing confidentiality to ensure proper safeguard measures to protect the security, confidentiality, and integrity of personally identifiable MTGU information. 

  • Limit internal access to only those individuals that are determined to have legitimate educational interests. 

  • iTutor maintains reasonable administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of education records in its custody; a secure suite in an office building accessible by lock/key and additional remote buzzer for entry. All computers/desktops are password protected and only accessible by authorized personnel. Any physical documents are stored/locked in file cabinets. 

  • iTutor operates in the most secure environment possible with state-of-the-art cloud-based infrastructure. One of the key security features is that iTutor data is stored using data security that is available through AWS RDS. All features can be reviewed on the AWS site as needed.

  • Encryption-- iTutor will protect data in motion or in custody from unauthorized disclosure, using technology or methodology specified by the secretary of the US Department of Health and Human Services in guidance issued under Sec 13402 (h)(2) of Public Law 111-5.

  • Any Protected Data iTutor receives will be stored on systems maintained by iTutor in a secure private cloud data center facility located within the United States. iTutor takes other measures to protect data including the adoption of technologies, safeguards, and practices that align with the NIST Cybersecurity Framework and industry best practices including, but not necessarily limited to, disk encryption, file encryption, firewalls, and password protection. 

 

Device Requirements:

Operating System

Browser

Version 

Windows 8/10/11 

Chrome

Latest

Mac OS 10.10/11/12.1 

Safari

Latest 

ChromeOS

Chrome

Latest

 

  • Processor: Intel Core i5, i7 or i9 Processor, or Apple M1 Processor (CPU)

  • Memory (RAM): 4-8 GB of RAM

  • Bandwidth Recommendation: 2 Mbps per user


Whitelisting:

  • Itutor.com 

  • Itutorlms.com 

  • Whiteboard.com 

  • Wiziq.com 

  • Img1.wsimg.com

  • D10lpsik1i8c69.cloudfront.net

  • googleads.g.doubleclick.net

  • player.h-cdn.com/loader.js 

  • warnermediagroup-com.videoplayerhub.com/galleryloader.js


New Customer Onboarding Process

When new schools/partnerships are onboarded to iTutor’s platform, a kickoff call/Zoom meeting is held with the school leadership team, usually within 5-7 business days of a final contract and at least 10 business days prior to the initiation of services, where all start-up questions are answered. This call gathers the priority needs of the district. This meeting (and subsequent email communication) confirms initial start dates, subjects, the mix of instructional formats (1:1, 1:4, etc.), and preferred instructional schedules. In addition, local schools will have the training to log into the LMS and enroll and schedule students for 1:1 services. Small group classes are handled directly by iTutor staff.


Our Onboarding team works in concert with the Project Managers and Education Directors to ensure timely communication with schools, districts, and programs, coordination of reports (including attendance, hours consumed, etc.), and responsiveness to any identified needs.


Once desired classes are staffed and scheduled, all students and the school’s Point-of-Contact will receive Welcome Letters that provide specific information on class times, frequency, login instructions, orientation videos, and how to access iTutor Support.


To ensure alignment with the classroom teacher(s) and district standards, we request curriculum pacing guides, and any digital curriculum that the school can make available to our Educators. The Educators, in turn, create lessons, as needed. 


Weekly attendance reports that detail student participation by subject, date of the class and minutes attended, are sent to each school’s Point-of-Contact. 


iTutor connects our Educators with the school-based teacher of record to ensure streamlined communication and collaboration.  This relationship is paramount to the success of students enrolled in our services and is a central component of our Educator training. Weekly dialogue allows for tracking of progress and planning of instructional support.


iTutor works closely with school districts to provide relevant information, updates, and student performance data to ensure families are informed of their student’s progress throughout tutoring. Our educators will provide grade books, report cards, and weekly updates on content and progress. iTutor will provide frequent attendance reports.