Technology Use for Learning and Support Policy¶

Policy Status: Active

This policy is currently active.

Purpose¶

To ensure that Acme Corp's technology platforms provide a secure, stable, and accessible environment for students receiving learning and support services through our recovery platform.

Scope¶

This policy covers all technology resources, platforms, and systems used for delivering learning and support services to students, including learning management systems, communication tools, video conferencing platforms, and student portals.

Policy Statement¶

Platform Availability¶

Uptime Requirements: - Target 99.9% uptime for student-facing platforms during operating hours - Scheduled maintenance windows communicated 1 week in advance - Emergency maintenance performed during lowest usage periods when possible - Real-time status page available to users

System Monitoring: - 24/7 automated monitoring of platform health - Proactive alerting for performance degradation - Regular capacity planning and scaling - Performance metrics tracked and reported monthly

Issue Resolution: - Critical student-impacting issues addressed within 1 hour - High-priority issues resolved within 4 hours - Standard issues resolved within 1 business day - Escalation procedures for unresolved issues

Student Data Protection¶

Privacy Compliance: - All student data handled in accordance with HIPAA and data privacy policies - Minimum necessary principle applied to data access - Audit logging of all access to student information - Annual privacy training for staff with system access

Data Security: - Encryption of student data in transit and at rest - Multi-factor authentication for staff accessing student systems - Regular security assessments of student platforms - Incident response procedures for data breaches

Data Retention: - Student records retained per legal and regulatory requirements - Secure deletion when retention period expires - Backup and recovery for student data - Data portability upon student request

Accessible Design¶

Accessibility Standards: - Platforms must meet WCAG 2.1 Level AA standards minimum - Section 508 compliance for all student-facing applications - Regular accessibility audits and testing - Remediation plan for identified accessibility gaps

Inclusive Features: - Screen reader compatibility - Keyboard navigation support - Captioning/transcription for video content - Adjustable text size and contrast options - Support for assistive technologies

Accommodation Process: - Students can request specific accommodations - IT works with clinical team to implement accommodations - Alternative formats provided when needed - Dedicated support for students requiring assistance

Technology Guidelines for Students¶

System Access: - Clear onboarding process with account setup instructions - User-friendly login procedures with password reset capability - Browser and device compatibility information provided - Mobile app availability when applicable

Tech Support Availability: - Help desk hours clearly communicated - Multiple support channels (email, phone, chat) - Self-service knowledge base and FAQs - Response time commitments based on priority

Acceptable Use: - Clear guidelines on appropriate platform use - Privacy expectations and data handling - Prohibited activities clearly defined - Consequences of policy violations

Training and Resources: - Platform orientation for new students - Video tutorials and user guides - Regular tips and best practice communications - Webinars for new features

Roles and Responsibilities¶

Role	Responsibility
IT Operations Team	Maintain technology resources, ensure service quality, monitor uptime, manage infrastructure
IT Support Team	Provide technical support to students, resolve issues, maintain knowledge base
Learning and Support Teams	Communicate tech guidelines to students, identify system needs, provide feedback on usability
Clinical Team	Collaborate on accessibility accommodations, provide input on student needs
Product Team	Define platform requirements, prioritize features, gather user feedback
Compliance Team	Ensure data privacy compliance, audit system access, validate security controls

Procedures¶

1. Platform Monitoring¶

Automated health checks every 5 minutes
Performance metrics collected continuously
Alert routing to on-call engineer
Incident creation for threshold breaches
Status page updated for user-impacting issues

2. Student Onboarding¶

Welcome email with access instructions
Account provisioned in student information system
Initial login forces password setup
Orientation materials provided
Check-in at 48 hours to ensure access

3. Support Request Handling¶

Student submits request via portal, email, or phone
Ticket created and prioritized
Initial response within defined SLA
Troubleshooting and resolution
Follow-up to confirm resolution

4. Accessibility Request¶

Student or staff submits accommodation request
IT reviews technical feasibility
Clinical team provides requirements
Implementation plan created
Testing with student before deployment
Ongoing support and adjustments

5. Incident Management¶

Issue detected (automated or reported)
Severity assessment and classification
Incident response team activated
Communication to affected users
Resolution and post-incident review

Exceptions¶

Planned maintenance may result in temporary unavailability (with advance notice)
Beta features may have reduced SLA commitments
Legacy systems being phased out may have limited support
All exceptions communicated to affected users
Workarounds provided where possible

Compliance and Enforcement¶

Uptime Monitoring: Monthly uptime reports reviewed by leadership
Accessibility Audits: Quarterly automated scans, annual manual audit
Privacy Compliance: Annual HIPAA assessment of student systems
User Satisfaction: Quarterly surveys measuring student satisfaction with technology
Support Metrics: Track and report first response time, resolution time, satisfaction scores
Continuous Improvement: Regular review of incidents and feedback to drive improvements

References¶

WCAG 2.1 (Web Content Accessibility Guidelines)
Section 508 of the Rehabilitation Act
HIPAA Privacy Rule (45 CFR §§ 164.500-534)
HIPAA Security Rule (45 CFR § 164.308)
FERPA (Family Educational Rights and Privacy Act) - if applicable
Americans with Disabilities Act (ADA)

Revision History¶

Version	Date	Author	Changes
1.0	2025-11-08	IT Operations Team	Initial version migrated from Notion

Document Control - Classification: Internal - Distribution: IT team, learning and support teams, clinical staff - Storage: GitHub repository - policy-repository