IMT - FAQ's
Created by Akshay Panwar, Modified on Wed, 13 Mar, 2024 at 5:47 PM by Akshay Panwar
| Category | Sub Category | Query | Binal's response | Response to be shared with the learner | Backend SOP | Reseources needed | SPOC | Outcall Needed |
| Content Queries | Content Access | I dont have a cohort access | Check with the BCT list, Admin list and then Enrollment with SSMIS team. If learner is part of cohort please fill the enrollment form and connect with Mitesh and SSMis team for the access | Acknowledge as per email script FR: Dear learner, we hope this email finds you well. We are happy to welcome you onboard and regret the incovenience caued. Please note that that we have done the needful and you shall now have access to your cohort. We appreciate your patience and understanding | 1. Acknowledge the learner 2. Connect with Diana & Mitesh and ask them to grant the access to the learner 3. Once done, inform the learner and send out the final response 4. Update tags and close | BCT List + enrolment form | Mitesh/Diana | Yes |
| Content Queries | Content Access | Im unable to login to the upgrad platform | Check does he have access and then he can write it to techsupport@upgrad.com and than request snapshot form learner and understand error and connect with Tech team. If learner has the access than basic trouble shoot problem and google chrome browser. | Acknowled the learner as per the script. If not a tech issue follow the below:1) Different internet browser like (Firefox, Safari, Chrome Incognito Mode) to see if it helps? 2) Ensure that no downloads are blocked in your chrome URL browser. 3) Disable all extensions on your browser temporarily to make sure that they do not interfere with your learning experience. 4) Clear your browsing cache/history/cookies. Follow the steps mentioned below: i) On your computer, open Chrome. ii) At the top right, click More . iii) Click More tools. Clear browsing data. iv) At the top, choose a time range. To delete everything, select All time. v) Next to "Cookies and other site data" and "Cached images and files," check the boxes. vi) Click Clear data. vii) Re-launch / Restart chrome browser. | 1. Check and confirm the learners details on admin panel 2. IF tech issue, assign the ticket to tech supporrt 3. Once resolved, inform the learner 4. Send the final response 5. Update tags and close | Techsupport email | L1 | Yes |
| Content Queries | Content Access | My prep course is not visible | Check acces of learner - Connect with delivery team - Check in teach platform is the course live - ask learner to troubleshoot. if no access go back to steps for giving acces connecting Mitesh/ssmims team | We are here to assist you. Can you please tell us what is the error you are facing? Not to worry, request you to send us a screenshot and we will get this rectified at the earliest. Please allow us 48 hours. FR:We are delighted to inform you that your concerns have been adressed and resolved. You will now be able to view your program. | 1. Check the payment and cohort details on Admin Panel and then acknowledge the learner 2. Check if the program is visible on learn platform, if no if no it means the program is not pusblished, send email email to delivery team and get the program/module published. 4. If the program module is published, then ask the learner to send a screenshot if not sent already and raise to tech. 5. Onc e r4solved, inform the learner 6. Update tagging and close the ticket | Delivery Email | Binal Chandra | Yes |
| Content Queries | Content Access | Im not able to move the videos forward | Logout - Relogin trouble shoot and then connect with the tech team if doesnt happe - Check the Google chrome version open in incognito mode | We are here to assist you. Can you please tell us what is the error you are facing? Not to worry, request you to send us a screenshot and we will get this rectified at the earliest. Please allow us 48 hours. FR:We are delighted to inform you that your concerns have been adressed and resolved. You will now be able to view your program. | 1. Check the learner's details on admin panel 2. Ask the learner to relogin and assist with basic trouble shoot 3. If unresolved, assign the ticket to tech team 4. Once resolved, send the final response to the learner 5. Update tags and close | Techsupport email | Tech support | Yes |
| Content Queries | Content Access | Im unable to view my module | Delivery team - Check learner acces for cohort -- Check course is live on teach platform | We are here to assist you. Can you please tell us what is the error you are facing? Not to worry, request you to send us a screenshot and we will get this rectified at the earliest. Please allow us 48 hours. FR:We are delighted to inform you that your concerns have been adressed and resolved. You will now be able to view your program. | 1. Check the payment and cohort details on Admin Panel and then acknowledge the learner 2. Check if the program is visible on learn platform, if no if no it means the program is not pusblished, send email email to delivery team and get the program/module published. 4. If the program module is published, then ask the learner to send a screenshot if not sent already and raise to tech. 5. Onc e r4solved, inform the learner 6. Update tagging and close the ticket | Delivery Email | Binal Chandra | Yes |
| Content Queries | Content Access | Im unable to view my course | Delivery team - Check learner acces for cohort -- Check course is live on teach platform | We are here to assist you. Can you please tell us what is the error you are facing? Not to worry, request you to send us a screenshot and we will get this rectified at the earliest. Please allow us 48 hours. FR:We are delighted to inform you that your concerns have been adressed and resolved. You will now be able to view your program. | 1. Check the payment and cohort details on Admin Panel and then acknowledge the learner 2. Check if the program is visible on learn platform, if no if no it means the program is not pusblished, send email email to delivery team and get the program/module published. 4. If the program module is published, then ask the learner to send a screenshot if not sent already and raise to tech. 5. Onc e r4solved, inform the learner 6. Update tagging and close the ticket | Delivery Email | Binal Chandra | Yes |
| Content Queries | Welcome Webinar | When is my welcome webinar | 8 days after the batch launch | Dear learner, thank you for reaching out to us. Please be assured that your welcome webinar will be held 8 days from the batch launch date. In case of any additional quesries, you can write to us at studentsupport@upgrad.com and we'll be happy to assist you. | NA | Learn platform | L1 | Yes |
| Content Queries | Orientation | When is my orientation | 8 days after the batch launch | Dear learner, thank you for reaching out to us. Please be assured that your welcome webinar will be held 8 days from the batch launch date. In case of any additional quesries, you can write to us at studentsupport@upgrad.com and we'll be happy to assist you. | NA | Learn platform | L1 | Yes |
| Content Queries | Content Access | What is my batch start date | End of every month | Dear learner, thank you for reaching out to us. Please be assured that your batch is set to commence at this end of this month. In case of any additional quesries, you can write to us at studentsupport@upgrad.com and we'll be happy to assist you. | NA | Delivery Calendar | Binal Chandra | Yes |
| Content Queries | Content Access | Which course do I need to access first | Prep - First graded module. Depends on the month of launch (Delivery Calendar) | Dear learner, thank you for reaching out to us. Please note that we have sdesigned the course keeping you and your progress in mind. Hence, request you to access the prep course in order to | NA | Delivery Calendar | L1 | Yes |
| Content Queries | Graded Component | When will my graded course go live | 28th Feb, 30th April, 30th June, 31st August Every alternate month for the first graded course and than evry thursday new modules and course will go live | NA | NA | L1 | Yes | |
| Content Queries | Graded Component | Does my prep course have any graded components | No. optional content but highly recomended | Dear learner, please note that the prep course is not a graded component, but is highly recommended to give you a strong hold on the concepts right from the beginning of the program | NA | Calendar | L1 | Yes |
| Content Queries | Submission | When is my first submission | upcoming wednesday. Every wednesday there is submisisons , Refer cohort calendar for the live name and deadline | Dear learner, thank you for reaching out to us. Please note that your first submission is scheduled on the upcoming wednesday. We wish you fare well in the same. | NA | Calendar | Binal Chandra | Yes |
| Generic Query | Academic Inquiry | Who is my upgrad buddy | Vishesh - Program Cordinator. Share whatsapp number or the email id. | Dear learner, please note that Mr. Vishesh Vishwakarma is your upGrad buuddy and his email id is - In case of any querries you can aso reach out to us, the student support desk and we'll be happy to assist you. | NA | NA | L1 | Yes |
| Generic Query | General Inquiry | Whom do I reach out to in case of any concerns | Studentsupport@upgrad.com and techsupport@upgrad.com. Depending on query You can connect woth the program cordinator on Whatsapp | Dear learner, thank you for reaching out to us. Please know that for all your queries you can reach out to our 24*7 student support desk on studentsupport@upgrad.com and we'll be more than happy to assist you. | NA | NA | L1 | Yes |
| Generic Query | General Inquiry | Can I have a direct calling number | No that is not allowed as per company policy email to studetnsupport@upgrad.com | Dear learner, thank you for reaching out to us. Please know that for all your queries you can reach out to our 24*7 student support desk on studentsupport@upgrad.com and we'll be more than happy to assist you. We are now available on whatsapp or you can also schedule a call back request and we will reach out to you at the earliest. | NA | NA | L1 | Yes |
| Generic Query | General Inquiry | What are the timings for the available support system | 24x7 for the L1 support program cordinator from 1-10 and regional spoc as per timezones | Dear learner, thank you for reaching out to us. Please know that for all your queries you can reach out to our 24*7 student support desk on studentsupport@upgrad.com and we'll be more than happy to assist you. We are now available on whatsapp or you can also schedule a call back request and we will reach out to you at the earliest. | NA | NA | L1 | Yes |
| Generic Query | General Inquiry | Is there any whatsapp group | Yes whatspp group admin channel. Seperate for each cohort | NA | NA | L1 | Yes | |
| Generic Query | General Inquiry | Is there any way I can communicate/connect with ny peers | via Linkedin and informal whatsapp channels , attending live session is highly advisable here to connect with your peers | Dear learner, thank you for reaching out to us. You can connect with your peers in the live sessions that we have planned throughout your program as it promotes a feeling of shared practises creatinga community of working professionls | NA | NA | L1 | Yes |
| Academic query | Live sessions | When will I have my live sessions | Mostly over the weekend, preferable over saturday aund 630 PM ISt usualy. On real time to check as per the cohort level please refer to the livesession schedule and cale ndar | Dear learner, thank you for reaching out to us. Please be informed that your next live session is scheduled on the xxyydd. We hope to see you there. For the complete schedule of your live sessions, you can refer to the live session calendar | NA | Calendar | L1 | Yes |
| Academic query | Live sessions | How often do I have my live sessions | Every weekend one live session and one Doubt resolution session. Please check delivery calendar and the International Live session master sheet | Dear learner, thank you for reaching out to us.We have planned your live sessios to be held every weekend along with one doubt resolution session to ensure you are ckear with our concept and at the top of you program. Hope this answers your query. In case of any additional information, you can reach out to us on studentsupport@upgrad.com and we'll be happy to assist you. | 1. Check the learners details on admin panel 2. Check the calendar 3. Share the final response with the learner incoperating relevant details 4. Update tags and close | Calendar | L1 | Yes |
| Academic query | Live sessions | Is it mandatory to attend the live sessions | Not mandatory highly recomend. Kindly share the ageda and speaker profile to share with learner to attract them | Dear learner, thank you for reaching out to us. To answer you question, it may not be mandatory to attend the live sessions however, attending them would give you an advantage over those who skip them. The live sessions are conducted by market specialist and Industry experts to share the best of their knowledege combined with the university's contents. Therfore, we would highly recommend attending our live sessions | NA | NA | L1 | Yes |
| Academic query | Live sessions | Are the live sessions graded? | No Except for the Everest Simulaion in the leadership Elective | Dear learner, thank you for reaching out to us. Please note that the live sessions are nt graded. However, the Everest Simulation which is a part of one our live session is a graded component of your program. We hope this answers your query. | NA | NA | L1 | Yes |
| Academic query | Live sessions | Will missing my live session affect my scores | No they wont - However this depends on the topic and the content of the live session. As Simulation playin live session are mandatory i.e leadership eective and will have impact on your scores. | Dear learner, thank you for reaching out to us.To answer you question, missing your live sessions may not necesarrily affect your scores directly however, attending them would give you an advantage over those who skip them. The live sessions are conducted by market specialist and Industry experts to share the best of their knowledege combined with the university's contents to ensure all your concepts are clear and your doubts resolved. Therfore, we would highly recommend attending our live sessions | NA | NA | L1 | Yes |
| Academic query | Live sessions | I missed my live session, can you reschedule it? | Unfortunatly , NO we do not reschedule the live session as they are as per the planned schedule and calendar . However if learnerhas doubt we can recomnd him to useDiscussion forum - attend DRS sessions and can arrange TA call too | Dear learner, hope you are doing well. We understand that you have missed your live session, however, we cannot reschedule it. To ensure that you do not miss out on its content, please be assured that I shall share the recording of the live session in this email. You can also view all the other live sessions via the links of the recording present on the learn platform. | NA | NA | L1 | Yes |
| Academic query | Live sessions | I missed my live session, where can I find the recording of my live session | For the session on the Zoom it will be shared on the student program calendar and the sessions on the upGrad live - Kindlygo to the Live,upgrad.com and refer to the completed tab to voew the recordings. | For the session on the Zoom it will be shared on the student program calendar and the sessions on the upGrad live - Kindlygo to the Live,upgrad.com and refer to the completed tab to voew the recordings. | NA | Learn platform | L1 | Yes |
| Academic query | Live sessions | Is the live session recorded, if yes where can I find my recording | Same as above | For the session on the Zoom it will be shared on the student program calendar and the sessions on the upGrad live - Kindlygo to the Live,upgrad.com and refer to the completed tab to voew the recordings. | NA | Learn platform | L1 | Yes |
| Academic query | Live sessions | By When will the live session be uploaded on my platform | 15days before you would see invite and recordig immediately as the sessionis over | Hi xyz, Hope you are doing well. Please note that the as soon as the live session is concluded, the recording for the same will be uploaded on the learn platform and will be available for your consumption | NA | Learn platform | L1 | Yes |
| Course Content | Course View | I unable to view my course | Check with the deliver team oif course is live -- > check on teach platform Check if course is live - If yes than tech team and if no then delkivery team for making it live | We are here to assist you. Can you please tell us what is the error you are facing? Not to worry, request you to send us a screenshot and we will get this rectified at the earliest. Please allow us 48 hours. We are delighted to inform you that your concerns have been adressed and resolved. You will now be able to view your graded components. For future reference: You can always click on report an error option on learn platform and we will get it rectified at the backend | 1.Check the learner's details on admin panel to confirm the right cohort 2.. Acknowledge the learner and ask for the screenshot if not shared already. 2. Send an email to the tech team with the screenshot and ask to resolve. 3. Once recitfied, infoirm the learner. 4. Update tagging and close the ticket | Delivery Email | Binal Chandra | Yes |
| Course Content | Module Completion | By when do I need to complete my module | Next folloing wednesday is completion and the submission date for modules. Check calendar once which module is due for completion and exact dates can be presented | Dear learner, thank you for reaching out to us. Please note that your module is due for completipn on xyz. We hope all's going well. In case you need any assistance you can reach out to us and we shall gladly assist you | 1. Check the learner's details on admin panel 2. Check the calendar for the submission & comletion details 3. Share the same with the learner and send the final response 4. Update tags and close | Calendar | L1 | Yes |
| Academic query | Live sessions | Do we have a live session this weekend? | Yes everyweekend there are live session schedule. For the topic date and time - Refer to the Intl livesession sheet and calendar | Dear learner, hope you are doing well. Please be informed that throughout the duration of your program, there is a live session scheduled every weekend so that you can attend the same. | NA | Calendar | L1 | Yes |
| Academic query | Live sessions | I missedmy live session, can you share the recording with me | For the session on the Zoom it will be shared on the student program calendar and the sessions on the upGrad live - Kindlygo to the Live,upgrad.com and refer to the completed tab to voew the recordings. | For the session on the Zoom it will be shared on the student program calendar and the sessions on the upGrad live - Kindlygo to the Live,upgrad.com and refer to the completed tab to voew the recordings. | NA | Learn platform | L1 | Yes |
| Module Queries | Extension | I will not be able to complete my module on the deadline, Is there an extension option? | Yes , you can raise the extension directly from the platform | Dear learner, thanks for reaching out to us, please note that you can raise an extension request directly from your learn platform. Let us guide you on how to apply for an extension: 1. Login to your learn platform 2. Click on apply for an extension As soon as you click on that option and add the details, your request will be submitted and looked into We will get this resolved within the next 48 hours. In case of future queries, please reach out to us on studentsupport@upGrad.com and we'd be delighted to assist you. | NA | Delivery email | Binal Chandra | Yes |
| Module Queries | Extension | How can I raise an extension | Kindly go to the learn platform directly on your module submission there would b popup for the extension request. If you have exhausted two available extension please raise peantly waiver only after submissions along with supporting documents. | Dear learner, hope you are doing well. In order to assist you with your request, Let us guide you on how to apply for an extension: 1. Login to your learn platform 2. Click on apply for an extension As soon as you click on that option and add the details, your request will be submitted and looked into We will get this resolved within the next 48 hours. In case of future queries, please reach out to us on studentsupport@upGrad.com and we'd be delighted to assist you. | NA | learn platform/delivery | Binal Chandra | Yes |
| Module Queries | Extension | Im unable to raise an extension on the platform | Check if two extension are exhausted or have been used , if yes than penalty waiver form with documents. If no than write it to techsupport@upgrad.com | We are here to assist you. Can you please tell us what is the error you are facing? Not to worry, request you to send us a screenshot and we will get this rectified at the earliest. Please allow us 48 hours. We are delighted to inform you that your concerns have been adressed and resolved. You will now be able to view your graded components. For future reference: You can always click on report an error option on learn platform and we will get it rectified at the backend | 1. Check if all extensions are utilised 2. If yes, collect all details from the learner and share with the deliver team 3. Assign the ticket to delivery team 4. In case the extensions have not be exhauted, then ask for the snapshot of the error 5. Once recieved raise to techsupport 6. Once resolved, inform the learner and send out the final response 7. Update tags and close | Delivery email/techsupport | Tech support/Binal Chandra | Yes |
| Module Queries | Extension | I need additional hours to submit my assignment but I dont want to use my extension, also I dont want a penalty | Unfortuantely we do not provide that - Please raise an extension | Dear learner, thank you for reaching out to us. We understand your concern, however, we would not be able to assist with your request. Request you to kindly apply for an extension on the platform and we shall be happy to assist you further | NA | Delivery email | Binal Chandra | Yes |
| Module Queries | Extension | Im unable to complete my project/module | Extension request | NTC | NA | Delivery email | Binal Chandra | Yes |
| Assignment Queries | Submission | I submitted the assignment without the attachment | Write it to studentsupport@upgrad.com for the same - Conect with delivery team if it is available and possible to do the changes. Delivery spoc can do the changes from backend. | Acknowledge bassis the script FR : | 1. Check the learners details on admin panel 2. Acknowlede the learner and ask the learner for the attachment 3. Once recieved assign ticket to delivery team 4. Once the assignment is uploaded, inform the learner and send the final response 5. Update tags and close | Delivery email | Binal Chandra | Yes |
| Assignment Queries | Submission | Ive submitted my assignment on time but the system crashed and it was delayed by 2-3 mins | Would really appreciate if learner can share the screenshort and if he has raised the tech ticket. If yes than he can we can waive of the penalty, with penalty waiver form and with the attchment of tech ticket or snapshot of tech error | ? | Delivery email/techsupport | Tech support/Binal Chandra | Yes | |
| Assignment Queries | Submission | I submitted on time but it was a system issue | Was tech ticket raised ? Did othr learners also had similar challanges if yes than it can be extended for whole batch | ? | Techsupport email | Techsupport | Yes | |
| Academic Queries | Grades | By when will my scores be published | for incontent quiz 4-6 after the due date and for project 10-12 ays after the duedate | Dear xyz, hope this email find you well. Pleae note that your Final thesis score will be published within 4-6 days for the incontent quiz and 10-12 days for the projects post its due date In case of any additional assistance, please reach out to us on studentupport@upgrad.com and we'll be glad to assist you. | 1. Check the learners details on admin panel 2. Respond to the learner 3. Update tagging and close | NA | L1 | Yes |
| Module Queries | Penalty | Please waive off my penalty | Raise the extenaion request and penalty wiaver form with supporting documents | 1. Check the learners details on admin panel 2. Acknowledge the learner and get the learner to fill the penalty form with supporting documents | Penalty form | L1 | Yes | |
| Module Queries | content information | Which is the next course in line | Chekc programcalendar | Dear learner, thank you for reaching out to us, please note that your next course is xyz and it has n modules. We also a live session planned to ensure all your concepts are clear. | NA | Calendar | L1 | Yes |
| Academic Queries | Elective Selection | When do I choose my Elective | When your 8th course is live i.e sales and distriution. Kindly chekc the calendar for the exact dates | Dear learner, thank you for reaching out to us, please note that you will have th option to chose your elective once the 8 course i.e Sales and distribution is live. | 1. Check the learners details on admin panel 2. Check the calendar 3. Send the final response to the learner 4. Update tags and close | Calendar | L1 | Yes |
| Academic Queries | Elective Selection | Can i carry forward my elective in LBS phase | It is not Mandatory, You can and cannot It will be learners choice and preference | Dear learner, thank you for reaching out to us. Please note that | NTC | NA | L1 | Yes |
| Academic Queries | Elective Selection | I want to change my Elective ( Before publishing ) | YEs please resubmit the form | Elective form | L1 | Yes | ||
| Academic Queries | Elective Selection | I want to change my Elective ( After publishing ) | Not possible | Dear learner, thank you for reaching out to us. Please note that once you have selected the lective, we cannot assist you with changing the same. We regret the incoveneice caused and will ensure you have all the support and resources to go through the elective | NA | NA | L1 | Yes |
| Academic Queries | Simulation | I missed simulation | Understand the reason - learner cna be placed into the next batch | Delivery email | Binal Chandra | Yes | ||
| Module Queries | Extension | I want extension in simulation | Not possible in genuine reasons and documents he can be made to play with another batch | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Scores | I am not able to see my Scores. | Kindly check with the delivery if it is published if not then chekc the status and if it is published learner is advised to check with tech team. | Delivery email/Techsupport | Techsupport/Binal Chandra | Yes | ||
| Academic Queries | general enquiry | When will me Deakin / LBS start | Deakin/LBs is quartetly intake so after you complete the IMt phase sucessfully based on the nect universty bath we will consider you for intake | Dear learner, we hope you are ding well. Please note that we see you have completed your IT program last month. Please note that the LBS intake would commence in the comng quarter. We shall consider your intake in the same | NA | NA | L1 | Yes |
| Exam Queries | Scores | When will I get my exam scores | 20 days after exam | Dear learner, thankyou for reaching out to us, please note that your exam scores shall be published 20 days from the date of your exams. We hope this aswers your query | NA | NA | L1 | Yes |
| Exam Queries | Scores | When will I get score card | After the end of the exam 25days | `Dear learner, thank you for reaching out to us, please note that we shall share the scorecard with you within 25 days from the date of your exam | NA | NA | L1 | Yes |
| Academic Enquiries | Certificate | Will I get sore card and certificate hard copies. | khushi and @jaitli to confirm | ? | NA | NA | L1 | Yes |
| Exam Queries | Scores | Will I get midterm exam results in form of score cards | no Only updted on the learn platform | Dear learner, hope you are doing well. Please note that the scores of your mid-term exams will be published on the learn platform and not necessarily in the form of a score card | NA | Learn platform | L1 | Yes |
| Academic Queries | general enquiry | What should I study after midterm exams. | Next course as per the calendar.. | Dear learn, thank you for reaching out to us. We are glad to know that you have passed your mid term exams. Please note that your next course is xyz ans you may now begin with studies of the same. | NA | Calendar | L1 | Yes |
| Exam Queries | general enquiry | When is my Exam. | At the end of the 7 course - Please chekc the dleiveyr calendar for more details. | Dear learner, thank you for reaching out to us. Please note that your exam is scheduled at the end of your 7th course i.e xyz. We wish you all the very best for your exams | 1. Check the learners details on admin panel 2. Check the calendar 3. Send the final response to the learner 4. Update tags and close | Calendar | L1 | Yes |
| Exam Queries | Exam structure | How any exams do we have. | 2 - One is midterm and one is endterm | Dear learner, thank you for reaching out to us. Please note that you have 2 exams during the entire ciurse of your program . The first one is called the mid term exam which is after the 7th course and the second one is called the end term exam which is after the 14 course. | NA | Student Manual | L1 | Yes |
| Exam Queries | general enquiry | Do I get sample paper for exam. | No, university doesnt allow that."However exam papper pattern is Question Paper Pattern: The exam will be 84 Marks. Total 28 Questions 21 MCQs and 7 Subjective ( up to 250 words) 7 Courses are divided into 7 Sections Each section will have 3 MCQs of 2 marks each and 1 subjective of 6 marks." | Dear learner, thank you for reaching out to us. Please note that the university doesnt share a sample paper for the exam.""However exam papper pattern is Question Paper Pattern: The exam will be 84 Marks. Total 28 Questions 21 MCQs and 7 Subjective ( up to 250 words) 7 Courses are divided into 7 Sections Each section will have 3 MCQs of 2 marks each and 1 subjective of 6 marks.""" | NA | NA | L1 | Yes |
| Exam Queries | general enquiry | Can I login any time during whole day for exam. | Yes between the selected slot time. Exam duration of 2.5 hours will start from the time learner clock on exam link. | Dear learner, we hope you are doing well. Please note that you need to login for your exam based on the slot you selected. Also, note that the exam duration which is 2.5 hours would start the moment you click on the exam link We wish all the best for your exams | NA | NA | L1 | Yes |
| Exam Queries | general enquiry | What is exam duration | 2.5 hours | Dear learner, thank you for reaching out to us. Please note that the total duration of the exam is 2.5 hours. We wish all the best for your exams. | NA | NA | L1 | Yes |
| Exam Queries | general enquiry | I cannot switch on camera for exam | Not allowed. This is mandatory | Dear learner, we hope you are doing well. Please be informed that you cannot switch your camera off dduring the entire duration of your exam. Keeping it on is mandatory and the same shall be audited. PFB detailed exam policy We wish all the best for your exams | NA | NA | L1 | Yes |
| Exam Queries | Rescheduling request | I will not be able to attend the exam | Unfortunately we do not change the exam slot for one learer - please understand the reason for chnge - If it is genuine can be raised to the delivery team and amendments can be done. and Learner cna be added with thenext cohort | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Rescheduling request | I want to extend my exam | Unfortunately we do not change the exam slot for one learer - please understand the reason for chnge - If it is genuine can be raised to the delivery team and amendments can be done. and Learner cna be added with thenext cohort | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Rescheduling request | I want to reschdule/postpone my exam | Unfortunately we do not change the exam slot for one learer - please understand the reason for chnge - If it is genuine can be raised to the delivery team and amendments can be done. and Learner cna be added with thenext cohort | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Rescheduling request | I missed the exam | Understand the reason - raise it to the dleivery team please find the delivery calendar and check for the next immediate slot and than he can be moved with next batch | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Rescheduling request | I want the second slot but I have selected first slot in exam form | Unfortunately we do not change the exam slot - please understand the reason for chnge - If it is genuine can be raised to the delivery team and amendments can be done. | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Tech issue | I was logged out during the exam. | Understand the reason - check with the submission stage - if not clicked on submission learner can join trough the same link If submission link is clicked than we need to reset - Delivery team will do the needfull | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Warnings | I was given warning during the exam. | How many times, more than 3 warning learner is removed from the exam by the proctered | ? | NA | Delivery email | Binal Chandra | Yes |
| Exam Queries | Generic enquiry | Can we use calculator | Notallowed. There is the calculator on the WECP exam platform for learners to use during the exam. | Dear learner, thank you for reaching out to us. Please note that while we understand that the use of a calculator is instrumental, we would prohibit you from using your personal calculater. There is a calculator on the WECP exam platform that would be available for your use during the you exam. We hope this answers your query. We wish all the best for your exams. | NA | NA | L1 | Yes |
| Exam Queries | Generic enquiry | Can we use Xcel sheet during the exam | Not allowed Learners are alllowed ot use only blank paper during the exam. | Dear learner, thank you for reaching out to us. Please note that the total duration of the exam is 2.5 hours. We wish all the best for your exams. | NA | NA | L1 | Yes |
| Exam Queries | Generic enquiry | What if there are kids aorund in the room during the exam | Not allowed We would highly appreciate if this could be avoided - As this would be treated as violation the exam rules as it is online proctered | NA | NA | L1 | Yes | |
| Exam Queries | Tech issue | I cannot login to exam link | Ask for the slot - Find the exam sheet response link - check in the email for the WECp shared - connect with the delivery team | WECP email/Delivery email | WECP/Binal Chandra | Yes | ||
| Exam Queries | Exam Link | I did not receive exam link. | Ask for the slot - Find the exam sheet response link - check in the email for the WECp shared - connect with the delivery team | WECP email/Delivery email | WECP/Binal Chandra | Yes | ||
| Exam Queries | Generic enquiry | Can I join exam from IPAD or mobile | No @khushi to comment on thid and @jaitali to confirm | ? | NA | NA | L1 | Yes |
| Exam Queries | Scores | I need score description for exam | Yes we can fix the call over the recorded google meet along with the delivery team and grading team | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Answer sheet request | I need to see my answer paper. | Yes we can fix the call over the recorded google meet along with the delivery team and grading team | Delivery email | Binal Chandra | Yes | ||
| Exam Queries | Scores | I am not satisfied with my exam score - I need to give for recheck | We do not accept the recheck request here for exams - However we can share the feedback with learners and the answer sheet o google meet and not over email | Answer sheet | Binal Chandra | Yes | ||
| Exam Queries | Scores | I am scoring less than 40% | At end of year learner would be given GIO options It will be the grade improvemtn opporutnity which is open book assignments | Dear learner, thank you for reaching out to us. We unerstand your concern and see that you have scoe xx%. Be rest assured that our program is designed keeping your interrest and sucess in my mind. Hence, in case of any oppurtunities, you will be given a GIO option at the end of the year to ensure that you complete your program in | NA | NA | L1 | Yes |
| Exam Queries | Exam Link | My Exam link expired | Connect with the delivery team Do basic RCA wht time was the slot - Did learner joined on time and did he click the link before and thean connect with delivery spoc and program cordinator for same | Acknolwegde & send the final response based on the script | 1. Check the learners details on admin panel 2. Acknowledge the learner and do an RCA on the case 3. Liason with the program coordinator and the delivery SPOC to resend the exam link/reschedule the exam 4. Once done, inform the learner and send out the final response 5. Update tags and close | Delivery email & PC | Binal & Vishesh | Yes |
| Exam Queries | Certificate | Will we get the hardcopy of the scores for midterm | No @khushi to comment on thid and @jaitali to confirm | ? | NA | NA | L1 | Yes |
| Exam Queries | Certificate | Will we get the hardcopy of the scores for endterm | No @khushi to comment on thid and @jaitali to confirm | ? | NA | NA | L1 | Yes |
| Academic Queries | Certificate | Do we get certificates | Yes soft copies | Dear learner, thank you for reaching out to us. Please be assured that you shall be given a soft copy of the certificate upon successfully completing your program. We wish you all the best! In case od any concerns or assistance, do reach out to us on studentsupport@upgrad.com and we will be happy to assist you. | NA | NA | L1 | Yes |
| Academic Queries | Certificate | Is there upGrad logo | Yes, please share the sample certificate of the score card and certificate with learner from the upGrad website | NA | L1 | Yes | ||
| Academic Queries | Certificate | Is IMT degree or certificate course | Cetificate course | Dear learner, thank you for reaching out to us. Please be informed that the IMT course that you have opted for is a certification course. the objective of the IMT course is ...... Hope this answers your query | NA | NA | L1 | Yes |
| Academic Queries | Generic enquiry | Do we get IMT Email id | Yes 2 months after you get the imt final score cards and certificates | Dear learner, thank you for reaching out to us. Please be assured the IMT email address will be shared with you 2 months after the final score cars and certificates are sent to you. Hope this answers your query | NA | NA | L1 | Yes |
| Academic Queries | Generic enquiry | Do we get alumini status | Yes 2 months after you get the imt final score cards and certificates | Dear learner, thank you for reaching out to us. Please be assured that you shall be given the alumni status 2 months from the the final score cars and certificates are sent to you. Hope this answers your query | NA | NA | L1 | Yes |
| Academic Queries | Generic enquiry | Who will be my buddy for the Deakin/ LBS | Binal she is the program cordinator for the program | Dear learner, thank you for reaching out to us. Please be informed that Ms. Binal Chandra would be your program coordination for the Deakin & LBS phase | NA | NA | L1 | Yes |
| Academic Queries | Program Structure | What is my Deakin program structure | Check Deakin FAQ | Dear learner, thank you reaching out to us. Pleae find below the detailed structure for the Deakin/LBS program. We hope we have answered your query. | 1. Check the learner's details on admin panel | NA | L1 | Yes |
| Academic Queries | Program Structure | What is my LBS program struture | Check LBs FAq | Dear learner, thank you reaching out to us. Pleae find below the detailed structure for the Deakin/LBS program. We hope we have answered your query. | NA | NA | L1 | Yes |
| Yes |
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