Authorized Requestors

Administrative Service Requests must be submitted by an authorized Client representative.

An authorized Client representative may include an institutional administrator, account administrator, program administrator, faculty member, testing coordinator, disability services representative, human resources representative, or another person designated by Client to administer the applicable account or testing program.

Insight Assessment does not accept Administrative Service Requests directly from Test-Takers, students, applicants, employees, or other end users unless expressly authorized by Insight Assessment in writing.

The authority to submit an operational request does not necessarily include authority to approve an Account-Level Configuration Change, a program-wide administration decision, or the acceptance of psychometric, reporting, contractual, or compliance-related limitations.

Insight Assessment may require written approval or acknowledgment from an authorized institutional decision-maker before completing a request that:

• Affects an entire account, institution, department, program, cohort, or recurring testing process;
• Changes the standard administration conditions applicable to a group of Test-Takers;
• May affect score interpretation, benchmarking, percentiles, norms, cut scores, reliability, validity, or comparability;
• Relates to admissions, hiring, promotion, certification, licensure, or another high-stakes decision;
• Creates material privacy, security, operational, technical, contractual, or reputational concerns; or
• Otherwise requires confirmation that the requestor has authority to act on behalf of Client.

An authorized institutional decision-maker may include a program director, department chair, dean, institutional assessment leader, human resources leader, contracting authority, account owner, executive sponsor, or another individual whose authority is confirmed by Client.

Required Submission Process

Client must submit Administrative Service Requests through Insight Assessment’s designated service-request form, support-ticket system, or another submission method approved by Insight Assessment.

Requests submitted by email, telephone, or another communication channel may be redirected to the designated service-request process.

An Administrative Service Request is not considered complete or received for processing-time purposes until Insight Assessment has received all information reasonably required to identify, evaluate, authorize, and complete the request.

Required information may include:

• Client institution or organization name;
• Requestor name, title, and contact information;
• Assessment name;
• Applicable account, testing group, or testing session;
• Test-Taker login, identifier, or other information reasonably necessary to locate the applicable record;
• Specific action requested;
• Number of affected licenses, logins, Test-Takers, assignments, or attempts;
• Scheduled testing date and time;
• Requested completion date;
• Name and title of the authorizing decision-maker, when applicable; and
• Any acknowledgment, approval, or additional information reasonably required by Insight Assessment.

Client shall provide only the minimum Personal Data reasonably necessary to process the request.

Client shall not submit medical records, physician letters, diagnostic reports, disability documentation, psychological evaluations, accommodation determination letters, protected health information, or similar supporting documentation through the service-request process.

Insight Assessment may delay or decline an incomplete, inaccurate, ambiguous, unauthorized, or technically infeasible request.

Routine Administrative Requests

Client must submit a Routine Administrative Request at least three (3) Business Days before the date or time by which Client needs the request completed.

Routine Administrative Requests generally include:

• Changing twenty (20) or fewer existing logins from standard timed administration to time-and-a-half, double time, untimed administration, or another available testing-time configuration;
• Reopening twenty (20) or fewer Assessment attempts;
• Extending twenty (20) or fewer Assessment assignments;
• Assisting Client with locating or downloading an available standard report;
• Searching for or locating a particular Test-Taker or a limited number of Test-Taker records; and
• Other limited-volume administrative changes that Insight Assessment determines can be completed through existing standard account-administration functionality.

A request is not a Routine Administrative Request merely because Client submits it in multiple parts. Related requests may be combined when determining whether the request exceeds the twenty-license threshold.

Requests Requiring 5 Business Days

Client must submit the following requests at least five (5) Business Days before the date or time by which Client needs the request completed:

• Creation and configuration of a new testing session;
• Creation of Test-Taker logins for a new testing session;
• Any Bulk Request;
• A request affecting more than twenty (20) licenses, logins, Test-Takers, Assessment assignments, or Assessment attempts;
• A cohort-wide, program-wide, department-wide, institution-wide, or account-wide administration change;
• An Account-Level Configuration Change;
• A change to Client’s standard timed, extended-time, or untimed administration conditions;
• A request requiring written acknowledgment of psychometric, benchmarking, reporting, or comparability limitations;
• A request requiring operational, management, technical, security, privacy, contractual, or psychometric review; and
• Any other request that Insight Assessment reasonably determines is not a Routine Administrative Request.

Insight Assessment may require additional time for unusually large, complex, customized, technically dependent, or nonstandard requests.

Custom development, custom reporting, data reconstruction, historical data restoration, data analysis, custom integrations, or other services outside Insight Assessment’s standard administrative functionality may require a separate scope of work, additional fees, and a separately agreed implementation schedule.

Business Days and Time of Receipt

For purposes of this Section, “Business Day” means Monday through Friday, excluding United States federal holidays and holidays observed by Insight Assessment.

Unless otherwise stated in an applicable Product Addendum, order form, or service schedule, an Administrative Service Request received after 3:00 p.m. Pacific Time will be considered received on the following Business Day.

The applicable processing period begins only after Insight Assessment has received:

• A complete and sufficiently specific request;
• All information necessary to identify the affected account, Test-Taker, login, assignment, attempt, report, or testing session;
• Any required institutional authorization or acknowledgment; and
• Any information reasonably necessary to assess feasibility and complete the request.

Time spent waiting for Client information, clarification, approval, or acknowledgment does not count toward the applicable processing period.

Notice Periods are Not Service-Level Guarantees

The three-Business-Day and five-Business-Day periods are minimum advance-notice requirements and do not constitute guaranteed service levels, completion deadlines, or warranties.

Insight Assessment will use commercially reasonable efforts to process complete and properly authorized requests within the requested timeframe. Completion remains subject to:

• Completeness and accuracy of the request;
• Number of affected records;
• Staff availability;
• Current request volume;
• Technical feasibility;
• Platform availability;
• Security and privacy requirements;
• Required institutional authorization;
• Psychometric or reporting considerations;
• Third-party dependencies; and
• Circumstances beyond Insight Assessment’s reasonable control.

Insight Assessment does not guarantee that any request will be completed by Client’s scheduled testing date or requested deadline.

A request is not completed until Insight Assessment provides written or electronically recorded confirmation of completion.

Client shall not begin a testing session, instruct a Test-Taker to begin an Assessment, or represent that a requested modification has been completed until Insight Assessment has confirmed completion.

Client is responsible for reviewing the completion confirmation and verifying the applicable account, testing session, login, assignment, attempt, or report before testing begins.

Urgent, Late, and Same-day Requests

Insight Assessment may, in its sole discretion, attempt to process an Administrative Service Request submitted with less than the required advance notice.

Urgent, late, and same-day requests will be reviewed on a commercially reasonable, best-efforts basis and remain subject to:

• Staff availability;
• Technical feasibility;
• Required authorization;
• Security and privacy controls;
• Psychometric considerations;
• Current operational priorities; and
• Other applicable requirements of this Agreement.

Insight Assessment does not guarantee that an urgent request will be completed before a scheduled testing session.

Urgency does not waive any requirement for:

• A complete request;
• Requestor authorization;
• Institutional decision-maker approval;
• Written acknowledgment;
• Technical review;
• Privacy or security verification; or
• Psychometric review.

Insight Assessment may offer expedited processing when available. Expedited processing may be subject to additional fees disclosed to and accepted by Client before the expedited work begins.

Insight Assessment’s completion of an urgent or late request does not:

• Waive the applicable notice requirement;
• Establish a guaranteed response or completion time;
• Establish a course of dealing or performance;
• Amend this Agreement;
• Create a precedent applicable to future requests; or
• Require Insight Assessment to complete a similar future request within the same timeframe.

Testing-Time Modifications

Testing-time modifications may include:

• Time-and-a-half administration;
• Double-time administration;
• Untimed administration;
• A custom testing-time limit; or
• Another testing-time configuration made available by Insight Assessment.

Client is solely responsible for determining:

• Whether a Test-Taker is eligible for an accommodation;
• Whether an accommodation or testing-time modification is appropriate;
• Whether a requested modification is legally required;
• Whether Client has obtained necessary documentation, approvals, notices, or consents;
• Whether a testing-time modification is consistent with Client’s policies; and
• How results obtained under modified administration conditions will be interpreted or used.

Insight Assessment does not determine eligibility, recommend individualized accommodations, review medical documentation, provide legal advice, or represent that a particular modification satisfies Client’s legal obligations.

Testing-time modifications may affect score interpretation, benchmarking, percentile comparisons, norms, cut-score use, reliability, validity, or comparability with scores obtained under standard administration conditions.

Insight Assessment may require written acknowledgment of these limitations from an authorized institutional decision-maker before implementing:

• A Bulk Request involving testing-time changes;
• An Account-Level Configuration Change;
• A cohort-wide, program-wide, or institution-wide modification;
• Untimed testing used with existing benchmarks, percentiles, or cut scores;
• Modified testing conditions used for high-stakes decisions; or
• Another request that Insight Assessment reasonably determines may materially affect score interpretation.

Insight Assessment’s implementation of a testing-time modification does not constitute approval, endorsement, or validation of Client’s accommodation decision, cut score, admissions process, employment decision, certification decision, or interpretation of the resulting scores.

Creation of New Testing Sessions and Logins

Requests to create a new testing session must identify:

• The Assessment to be administered;
• The number of requested logins;
• The requested testing window;
• Applicable testing-time settings;
• Reporting or group requirements;
• The scheduled testing date and time; and
• Any other information reasonably required to configure the session.

Client is responsible for reviewing and verifying all testing-session information before distributing login credentials or beginning testing.

Login credentials are non-transferable and may be used only in accordance with the license restrictions in this Agreement.

Creation of a login does not extend the expiration period of the applicable purchased license unless expressly confirmed by Insight Assessment in writing.

Reopening Assessment Attempts

Client may request that Insight Assessment reopen, resume, reset, or otherwise modify an Assessment attempt when the applicable functionality is available.

Insight Assessment may require Client to clarify whether it is requesting:

• Resumption of an interrupted attempt;
• Reopening of an existing attempt;
• Resetting of an attempt;
• Issuance of a new login or license; or
• Another available administrative action.

Client acknowledges that reopening, resetting, or replacing an attempt may affect:

• Assessment security;
• Standard administration conditions;
• Score interpretation;
• Comparability;
• Reporting;
• Attempt history; or
• The defensibility of the resulting score.

Insight Assessment may decline to reopen or reset an Assessment attempt when Insight Assessment reasonably determines that doing so could compromise Assessment security, platform integrity, contractual restrictions, or the validity or defensibility of the resulting score.

A request to reopen, reset, or replace an Assessment attempt does not entitle Client to a refund, replacement license, or additional Assessment administration without charge.

Insight Assessment may require the purchase or use of an additional license when the original license has been activated, completed, scored, expired, or otherwise consumed under this Agreement.

Extending Assessment Assignments

Client may request an extension of an Assessment assignment’s availability or completion period when the applicable functionality is available.

An assignment extension does not:

• Extend the contractual expiration date of an unused license;
• Reinstate an expired license;
• Guarantee that an interrupted Assessment attempt remains recoverable;
• Alter applicable score interpretation requirements; or
• Modify any other term of this Agreement.

Insight Assessment may decline an extension when the applicable license has expired, the requested extension is technically unavailable, or the extension would conflict with Assessment security or account restrictions.

Reports

Client is responsible for downloading, storing, securing, and managing reports available through Client’s account.

Insight Assessment may provide routine assistance with locating or downloading an available standard report.

Routine report-download assistance does not include:

• Creating a custom report;
• Changing the content or format of an existing report;
• Combining data from multiple accounts, groups, or testing periods;
• Reconstructing unavailable or deleted reports;
• Restoring historical data;
• Cleaning or analyzing Client data;
• Providing psychometric interpretation;
• Preparing accreditation or research analyses; or
• Creating a new reporting tool or platform feature.

Such services may require a separate quote, order form, statement of work, fee, and implementation schedule.

Insight Assessment may decline to transmit a report or disclose Test-Taker information if the requestor’s identity or authority cannot be verified.

Test-Taker and Record Searchers

When requesting assistance locating a Test-Taker or Assessment record, Client must provide sufficient information to permit Insight Assessment to identify the correct record without unreasonable investigation.

Insight Assessment may request:

• Test-Taker login;
• Client-assigned identifier;
• Testing-session or group name;
• Assessment name;
• Approximate administration date;
• Authorized email address; or
• Other information reasonably necessary to distinguish the applicable record.

Client should provide only the minimum information reasonably necessary to locate the record.

Insight Assessment may decline to disclose, locate, or modify a record when:

• The requestor’s identity or authority cannot be verified;
• The information provided is incomplete or insufficient;
• Multiple potentially matching records exist;
• Disclosure could create a privacy or security concern;
• The request appears unauthorized; or
• Insight Assessment is otherwise unable to confirm the applicable record.

Insight Assessment is not responsible for delays caused by inaccurate names, duplicate records, shared email addresses, incorrect identifiers, incomplete account information, or other information supplied by Client.

Client Responsibilities

Client is responsible for:

• Providing complete, accurate, timely, and unambiguous instructions;
• Identifying the correct Test-Takers, logins, assignments, attempts, reports, groups, and testing sessions;
• Obtaining all necessary internal authorizations;
• Submitting requests within the applicable notice period;
• Responding promptly to requests for clarification;
• Reviewing Insight Assessment’s completion confirmation;
• Verifying all requested changes before testing begins;
• Communicating applicable testing conditions to Test-Takers and testing personnel; and
• Determining how administrative or testing-condition changes affect Client’s use and interpretation of Assessment results.

Insight Assessment may rely on instructions submitted by an authorized Client representative and is not responsible for independently verifying Client’s underlying reasons for requesting an administrative action.

Administrative Records

Insight Assessment may maintain records relating to Administrative Service Requests, including:

• Date and time received;
• Requestor identity and role;
• Requested action;
• Affected account, group, session, license, login, Test-Taker, assignment, attempt, or report;
• Authorization or acknowledgment received;
• Action taken;
• Completion date and time;
• Insight Assessment personnel involved; and
• Communications relating to the request.

Such records may be maintained for operational, security, audit, customer-support, legal, and dispute-resolution purposes in accordance with this Agreement and applicable Insight Assessment policies.

Medical or disability documentation should not be included in Administrative Service Request records.

No Waiver or Precedent

Insight Assessment’s approval, implementation, or expedited completion of an Administrative Service Request applies only to the specific request and circumstances approved.

No exception, accommodation, expedited response, or deviation from standard procedure shall:

• Amend this Agreement;
• Waive any provision of this Agreement;
• Establish a course of dealing or performance;
• Create a continuing service obligation;
• Require Insight Assessment to approve a similar future request; or
• Limit Insight Assessment’s ability to apply different requirements to future requests.