Customer Support Promise:
Running a simulation in your class requires support. We pride ourselves on our outstanding Customer Support Staff, who consistently receive “superior” marks from our customers. With that in mind, we offer you the following promises that will ensure you have all you need to get the most out of our simulations. As our customer, you will receive:
Your own Customer Relationship Manager: a real person, who will gladly assist in getting your course site set up and answer your questions.
A team of Customer Relationship Specialists who work directly with your Customer Relationship Manager to assist them in answering your questions.
A team of Customer Support Specialists, trained to answer general support questions, as well as quickly identify issues that need to be addressed ASAP by the Customer Support Team of your simulation.
A response to any question within 24 hours during the business week. High priority issues are addressed during the weekend, but lower priority questions will be addressed the following Monday.
24 hour access to our Support FAQ database: to allow you and your students to find the answer on your own if needed.
Up to date resources (manuals, guides, PowerPoints, etc.) to help you integrate the simulation into your already existing lesson plan.
If you encounter any issues while using the simulation, our experienced Development Team will work directly with your Customer Support Team to resolve them in a timely manner.
Our customer support specialists will answer all simulation questions submitted online, within 24 hours. Faculty are also provided with a phone number to call customer support during regular office hours.
From the beginning, we will work with you to help you determine how best to fit one of our simulations into your course, including getting our technical support team to speak directly to your technology people, if required. At the end of your course, if there is something you would like to see in the simulation, simply ask us, and we will ensure your suggestions are considered as part of our continuous simulation updating process.
Our experienced customer support specialists will answer all student technical simulation questions submitted online, within 24 hours.
We ask students to submit questions online in written format to ensure that only appropriate simulation technical questions are asked. This policy ensures there is no perceived unfair advantage to any student who calls seeking game advice. If a student has an issue which cannot be resolved via email, we will personally contact them and resolve the issue.
One of the real benefits of the simulation experience for faculty and students is the meaningful conversation that occurs as core concepts are brought to life. Our customer support team is experienced at only answering appropriate technical simulation questions, so as not to interfere with this interaction.
Interpretive charges an individual license fee for each student who uses our simulations; we do not charge a fixed license fee per team. We find this to be fairer for all students; e.g., each member of a team of five students pays the same amount as each member of a team of four students.
We think of the simulation charge much as a school thinks of tuition: It is payment for the experience, not for something the student can take away and resell. All paid students have equal access to the simulation, and they contribute to the analysis and decision making as a team, much as they would in a company.
Interpretive accepts either university or individual student payments
University Pays for Students:
When possible, the easiest approach is to have the university pay on behalf of the students. Interpretive will invoice the university based on the class list you provide (i.e. the invoice will be the simulation price multiplied by the number of students).
Students Register and Pay Individually Online:
Alternatively, individual students may register and pay Interpretive directly on the unique secure website set up by Interpretive for each course using a credit card or PayPal. We ask faculty who choose this option to ask all students to register and pay their individual license when the course begins.
With this option, access is restricted to the simulation for each team that has unregistered students in it. Once all team members have registered, the restrictions are lifted and the team is able to make decisions (i.e., each team will not be able to start the simulation until all team members have registered).
Student Registration and Payment Made Easy
Generally if you follow these simple steps getting all of your students to register and pay can be painless for you:
List the simulation in your course syllabus, including when and how to register. Student instructions are provided in a Word document by Interpretive.
Go over payment process on the first day of class, reinforcing that every student must register individually and the simulation is an important part of the course. A short PowerPoint explaining the registration process is provided by Interpretive.
Provide Interpretive with your class list with email addresses as early as possible so that we can contact your students with their login information.
Require the individual quiz, and schedule at least one practice round so that students become familiar with the simulation.
Interpretive will refund the price of the individual license fee for any student that ceases taking the class and is given a complete refund on course fees from the university (i.e., if the university gives a refund for the course, Interpretive will give a refund for the simulation). Students must request a refund within the current semester. There are no refunds on printed manuals.
Direct Support Hours:
Office Hours (all times listed are for US Eastern Time Zone)
Monday – Friday: 8 am – 6 pm
Online Email Support Hours:
Monday – Thursday: 8 am – 10 pm
Friday: 8 am – 6 pm
Saturday: 9 am – 3 pm
Sunday: 1 pm – 3 pm
New Year’s Day – Jan. 1 Closed
Memorial Day – May 28 Open, 9am – 3pm, online support
Independence Day – July 4 Open, 9am – 3pm, online support
Thanksgiving – Nov. 22 Closed
Black Friday – Nov. 23 Open, 9am – 3pm, online support
Christmas Eve – Dec. 24 Closed
Christmas – Dec. 25 Closed
New Year’s Eve – Dec. 31 Open, 9am – 3pm, online support