TABLE OF CONTENTS: I. Overview II. Proactive Filing of Lesson Trouble Report (DURING THE LESSON) A. Student is Late III. Responding to Lesson Trouble Report (AFTER THE LESSON) A. Less Than 10 Minutes + Specific Reason (Connection Trouble, Sound Trouble, PC Hardware/Accessories, Emergency/Sickness, or Blackout) B. Over 10 Minutes + Specific Reason (Connection Trouble, Sound Trouble, PC Hardware/Accessories, Emergency/Sickness, or Blackout) C. Over 10 Minutes + Specific Reason (Student Matters)
I. Overview
Student is late Can only be filed during the first 10 minutes of the lesson.
Less Than 10 Minutes / Over 10 Minutes Should only be filed after the lesson, in response to a student’s trouble report.
Note: Lesson Trouble Reports (LTRs) cannot be modified once submitted. The “Student is Late” report must be filed immediately after the student’s first late report.
II. Proactive Filing of Lesson Trouble Report (DURING THE LESSON)
Only the Student is Late report can be filed during the lesson. It must be filed within the first 10 minutes of the scheduled start time.
When to file a Student is Late trouble report:
| Condition | Sample Scenario | Why It Applies |
|---|---|---|
| Student fails to enter the Lesson Room on time | Tutor entered at 4:57 PM for a 5:00 PM lesson; student arrived at 5:08 PM. | Student did not enter within the first 2 minutes of the scheduled start time. |
| Issues on the student’s end prevent the lesson from starting on time | Tutor entered at 8:27 PM for an 8:30 PM lesson; student entered at 8:30 PM but had technical issues until 8:35 PM. | The issue prevented the lesson from starting on time. |
| Student experiences persistent disconnections | Both tutor and student entered at 7:00 PM; student disconnected repeatedly and re-entered at 7:08 PM and 8:07 PM. | Persistent disconnections prevented a full 25-minute session. |
| Student unexpectedly exits within the first 10 minutes | Student joined at 7:01 PM, exited at 7:05 PM, and re-entered at 7:13 PM. | Lesson interrupted within the first 10 minutes. |
| No exchange of video/audio data | Student joined but could not exchange video/audio data. | Indicates the student is attempting to connect. |
III. Responding to Lesson Trouble Report (AFTER THE LESSON)
If a student files a trouble report, respond within 24 hours after the lesson. Select the actual lesson duration and the appropriate reason.
When to submit a Less Than 10 Minutes + Specific Reason (Connection Trouble, Sound Trouble, PC Hardware/Accessories, Emergency/Sickness, or Blackout):
| Condition | Sample Scenario | Why It Applies |
|---|---|---|
| Tutor failed to enter the Lesson Room on time | Tutor entered at 8:50 PM for an 8:30 PM lesson; student waited until 9:00 PM. | Lesson not conducted. |
| Lesson conducted for less than 10 minutes due to tutor issue | Tutor disconnected at 9:07 AM and could not rejoin. | Issue prevented completion of the full lesson. |
| Lesson conducted for less than 10 minutes due to student request | Student requested cancellation due to tutor’s poor audio. | Issue on tutor’s end prevented completion. |
| System/Website issue | Tutor encountered browser error at 7:59 PM and reported it. | System prevented lesson entry. |
IV. When to submit a Less Than 10 Minutes + Specific Reason (Student Matters)
| Condition | Sample Scenario | Why It Applies |
|---|---|---|
| Tutor failed or forgot to file a Student is Late report | Tutor did not file within the first 10 minutes. | Serves as the closest alternative when the correct report was not filed. |
Note: If the correct report was not filed, the slot may be converted into a DQA Code. A Slot Adjustment Request may be submitted for evaluation.
V. When to submit an Over 10 Minutes + Specific Reason (Connection Trouble, Sound Trouble, PC Hardware/Accessories, Emergency/Sickness, or Blackout)
| Condition | Sample Scenario | Why It Applies |
|---|---|---|
| Tutor entered late but conducted lesson for more than 10 minutes | Tutor entered at 8:05 AM and conducted until 8:25 AM. | Lesson was conducted despite late entry. |
| Lesson conducted for more than 10 minutes despite issue | Tutor and student experienced sound trouble but continued. | Lesson lasted more than 10 minutes. |
| Lesson conducted for more than 10 minutes but less than 25 minutes due to tutor issue | Tutor disconnected at 10:05 AM, rejoined at 10:07 AM, and completed until 10:25 AM. | Issue prevented full 25-minute completion. |
| Lesson conducted for more than 10 minutes but less than 25 minutes due to student request | Student canceled due to tutor’s audio issue. | Cancellation stemmed from tutor’s issue. |
| System/Wi-Fi/Website issue | Tutor unable to join due to ISP outage between 7:00–7:30 PM. | Reported for investigation. |
VI. When to submit an Over 10 Minutes + Specific Reason (Student Matters)
| Condition | Sample Scenario | Why It Applies |
|---|---|---|
| Lesson conducted for more than 10 minutes but less than 25 minutes due to student issue | Student disconnected at 9:14 AM and could not rejoin. | Issue on student’s end prevented completion. |
| Student requested to cancel due to personal matters | Student requested cancellation at 9:02 AM due to feeling unwell. | Cancellation initiated by student. |
| 25-minute lesson conducted without issues | Lesson completed from 9:00 AM to 9:25 AM. | No trouble report required. |
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