Service Level Agreement
Statement of Purpose: The purpose of this Service Level Agreement (SLA) is to establish a mutually beneficial agreement between NC State Instructors and DELTA Testing Services outlining the terms of service required to efficiently and effectively administer exams.
Instructors will help accomplish this goal by agreeing they understand the following requirements, and when necessary, to execute the actions for the corresponding semester or term of service.
DELTA Testing Services will provide local proctoring services for NC State classes scheduled through Registration and Records. Students will take exams in a professional, secure, and monitored setting. In compliance with the SACS Distance and Correspondence Education Policy Statement, DELTA Testing Services will ensure student authentication by requiring student photo identification and having secure login and password credentials to access examination materials.
DELTA Testing Services will coordinate remote testing services for students who are unable to come to the test center and elect to use an off-campus proctor. Note: There may be additional proctoring fees at the remote site associated with student identity verification for students who take exams remotely.
Priority for testing services:
- Online and Distance Education classes
- On-Campus internet-based classes
- Hybrid classes where the scheduled meeting time is less than the credit hours
- On-campus classes
Instructors will Complete Exam Information Form Submission: A new form must be completed each semester that proctoring services are requested. A separate form is required for each class section. The submission of the exam information form does not in itself guarantee that DELTA Testing Services will proctor your exams. All requests to schedule exams are subject to test center approval. A confirmation email will be sent to your NC State University email address when your course is finalized.
Recommended Exam Windows: During fall and spring semesters, all courses should follow the recommended minimum exam windows (i.e. days when the exam is available to students):
|Exam Time Limit|
|60 min||90 min||120 min||150 min||180 min|
|# of Students||1 – 50||2 days||2 days||2 days||2 days||3 days|
|51 – 125||2 days||3 days||3 days||4 days||4 days|
|126 – 200||3 days||3 days||4 days||4 days||5 days|
|201+||3 days||4 days||4 days||5 days||7 days|
- Summer sessions – all exams require a minimum of two days.
- Optional exams, should not be scheduled during final exam week
- We reserve the right to reschedule exam dates in the event of an emergency*
Recommended Exam Time Limits: For the most efficient use of the appointment scheduling system, recommended exam time limits are as follows:
|30 Minutes||60 Minutes|
|90 Minutes||120 Minutes|
|150 Minutes||180 Minutes|
- If an instructor chooses a custom exam time limit, the appointment length will automatically be rounded up to the nearest increment of 30 minutes.
- To optimize the efficiency of the appointment system for all students and instructors, we strongly encourage instructors to set an exam time limit that aligns well with the actual time needed by students to complete the exam.
- For each appointment, local students must travel to a campus test center and may have to pay for parking. Distance education students may have the added cost of an appointment fee. Please consider alternative means of assessment in place of proctored tests with time limits of less than 30 minutes.
Allowed Exam Materials: For ALL exams, permitted materials should be limited. We encourage instructors to adhere to the following suggested alternatives:
|Requested Materials:||Limitations (we can not guarantee academic integrity)||Suggested Alternatives:|
|Open Notes||Notes will not be collected, thus we cannot verify what student brings in or out of the testing rooms.||Limit student notes to 4-pages or less that will be collected after completion of the exam|
|Open Book||Books will not be inspected for exam content, thus we cannot verify what student brings in or out of the testing rooms.||Limit students to a 4-page or less study guide that will be collected after completion of the exam|
|Access to videos, old quizzes, and LMS content||Proctor can not monitor which materials the student may be accessing||Limit students to a 4-page or less study guide that will be collected after completion of the exam|
|Personal electronic devices (Laptops)||May not be plugged in in the testing room. Proctor can not monitor access to materials or communications. We can not block wi-fi.|
|Ti-Nspire Calculator||May have access to the internet and stored documents||Ti-84 graphing calculator|
Student Information: The course instructor will inform students of the need to make appointments for their exams. A statement to include in your syllabus can be found here. For those using Moodle, we recommend also adding the DELTA Testing Moodle Block.
Academic Integrity Violations: When a student is found to be in violation of academic integrity, DELTA Testing Services will notify the instructor and provide documentation, screenshots, and video when applicable. It is the instructor’s responsibility to complete the academic integrity violation process with the Office of Student Conduct.
Learning Management System (LMS) Responsibilities: For online exams, the course instructor is responsible for making necessary changes in the LMS, including but not limited to:
- Adding User Overrides for DRO Accommodations: For students who receive extended time accommodations, user overrides are needed. User overrides should be in place for each student for each exam.
- Note: Using groups will allow for easier management of DRO accommodations in large classes.
Current Semester Off-Schedule (Make-up) Exams: Extensions (early or late exams) for mid-semester exams must be completed before the final exam window. Complete the DELTA Testing Extension Form. Final exam extensions will be scheduled based on availability. Contact email@example.com.
Exams Needed to Clear an Incomplete (IN) Grade: Please notify DELTA Testing Services of any students you have who will be taking one or more exams this semester to clear an incomplete grade. Reference the table below for more information.
A student added as an ‘extra’ to the current semester Moodle course via WolfWare
|Before or after NC State’s final exam period; and/or between semesters with permission|
The student will take exams in a previous semester’s Moodle course via WolfWare
|Before or after NC State’s final exam period; and/or between semesters with permission|
|Paper-based||Before or after NC State’s final exam period; and/or between semesters with permission|
- Primary Communication Method: DELTA Testing Services will send important communications to the instructor’s NC State University email address. All instructor communication with DELTA should be directed to our firstname.lastname@example.org email address.
- Instructor Resources: We have compiled a list of resources for instructors including suggested Best Practices. You can find helpful information about using Moodle through the LearnTech Knowledge Base.
- Exam Pick-Up: Course instructors, or their TAs, are responsible for collecting paper exams from the designated pick-up location (a university or government-issued ID will be needed to pick-up exams). Completed exams will not be available via electronic transmission or hard-copy mail.
- Remote Exam Return: Remotely proctored exams are returned via email to the Instructor of Record’s NC State University email account as a PDF document once it has been received from the proctor.
- Test Center Closings: The Test Center follows the academic calendar. When the University is closed for holidays or adverse weather, DELTA test centers will also be closed. If classes are not in session, one or more of the DELTA test centers may be available on a limited basis.
In the event of a campus-wide emergency, such as adverse weather, DELTA Testing Services will follow University procedures for closing. All test centers will remain closed until the University reopens and it is safe for students and staff to return. If final exams are rescheduled by the University, DELTA will change student appointments to follow the new schedule. Otherwise, test center staff will reschedule student appointments for the next available day and instructors will be notified. To accommodate students affected by the emergency, instructors should be prepared to extend exam time limits and/or extend exam date windows.
In the event of a local emergency, such as loss of power or internet access or a fire alarm, DELTA Testing Services will make every effort to resume exams in progress that are disrupted by the emergency. If that is not possible, the test center staff will follow the same procedures as above for campus-wide emergencies.
Note: DELTA Testing Services reserves the right to update the terms of the SLA as changing circumstances may warrant. Instructors will be notified of the change(s) in the rare event that an urgent update to the SLA is required mid-semester.