This protocol was established to manage technical issues that may arise during the development of remote assessment exercises, as detailed in the Resolution of the Rector of the University of Granada of 4 May 2020 on the processing and protection of personal data in remote assessment exercises. The circumstances covered in this Protocol are not covered in the University of Granada Assessment Policy and Regulations (UGR Official Gazette, issue no. 112, of 9 November 2016), which establishes the procedures to be followed in the event that issues should arise during a face-to-face exam/test, as well as the conditions and requirements to request, where applicable, an additional assessment session due to these issues.
In this regard, the following Protocol will be applicable if technical issues arise during the development of remote assessment exercises in an ordinary assessment session (convocatoria ordinaria) or extraordinary assessment session (convocatoria extraordinaria) in the 2019-20 academic year.
A. Issues before the exercise
1) Teaching staff shall inform students that they must report any circumstances preventing them from undertaking the exercise before it starts. In cases in which, for justified reasons, students are unable to switch their camera on, as health-related data or any other sensitive data could be exposed, they must inform teaching staff about these circumstances before the assessment exercise. The examination announcement is the ideal instrument for communicating this information concerning the characteristics, tools, and technical requirements needed to undertake the assessment exercise, and it also serves as a channel to communicate issues.
2) In the examination announcement, teaching staff will establish a communication channel for students (UGR email account, Google Meet, Google Chat, etc.), which can be used to communicate during the assessment exercise and to report possible issues.
In order to avoid problems related to data protection and security, please remember not to use private messaging systems (WhatsApp, Telegram, etc.) to communicate with students during the exercise.
B. Issues during the exercise
1) Connection failures due to general technical problems. Follow these instructions if a general technical problem occurs on the day and time scheduled for the assessment exercise and, consequently, you are unable to access the “PRADO EXAMEN” Assessment Platform, or if a technical problem occurs during the exercise and it cannot be undertaken.
- Contact the Resource Production Centre for the Digital University (CEPRUD) to find out the scope of the problem and the possibility of resolving it immediately, using the support channel for general assessment issues and issues related to the “PRADO EXAMEN” Assessment Platform (form to report issues in Spanish). You can also call the following phone number: +34 655 98 75 03.
- If the issue cannot be resolved in the first 30 minutes, inform students about the problem using the communication channel established in the examination announcement.
- If it is not possible to start or to complete the exercise, a different day and time must be scheduled for the assessment by informing the CEPRUD, without prejudice to the possibility that the sections of the assessment exercises completed up to that point may still be assessed by teaching staff.
- You must report the issues to the department director(s) or the coordinator(s) of the master's degree programme, as well as to the dean’s office or the director(s) of the faculty or school. Furthermore, you must inform them about the new date and time to conduct or to continue the exercise.
2) Individual technical problems
- If a technical connection failure affects teaching staff individually, they must send a message to inform students of the delay in starting the exercise or, if applicable, to let them know that it will not be possible to conduct the exercise. Teaching staff can contact the Resource Production Centre for the Digital University (CEPRUD) through the support channel for general assessment issues and issues related to the “PRADO EXAMEN” Assessment Platform (form to report issues in Spanish). They can also call the following phone number: +34 655 98 75 03.
- If a technical connection failure affects a student individually, the affected party must immediately report the issue to teaching staff so that it is registered. In addition, the student shall try to gather any type of evidence to justify the issue (screenshots, for example).
After the completion or interruption of the assessment exercise, the affected student must write a report with all the details of the issue, and send it as soon as possible to teaching staff via the established communication channel.
C. Resolution of issues
1) Teaching staff will register all issues, together with the detailed report provided by the affected student, assessing these issues and deciding whether or not to accept the request.
2) With regard to requests to complete new assessment exercises, teaching staff shall decide whether to schedule a new exercise (indicating the date and, where appropriate, the modality of the new exam/test) or to consider the sections of the assessment exercise completed up until the occurrence of the technical issue as sufficient for the purposes of assessment.
3) If students do not agree with the teaching staff member’s decision on their request to undertake a new assessment exercise, they can contact the department director(s) or the coordinator(s) of the master's degree programme, who will resolve the issue in line with the university regulations. The department director(s) or the coordinator(s) of the master’s degree programme can seek advice from a support unit which was set up specifically to deal with these situations (@email). This unit is coordinated by the University of Granada’s Secretary's Office and involves the collaboration of the Rector's Office for the Digital University, the Vice-Rectorate for Student Services and Employability, and the Vice-Rectorate for Teaching and Learning.
4) If large groups of students must take new exams/tests via question papers on the “PRADO EXAMEN” Assessment Platform, the Resource Production Centre for the Digital University (CEPRUD) must be informed in advance of the scheduled date and time of the assessment exercise.
This protocol is only applicable to technical issues that arise in remote assessment exercises. In the event that other types of issues affect assessment activities, the applicable provisions will be those of Article 9 of the University of Granada Assessment Policy and Regulations (https://www.ugr.es/sites/default/files/2017-09/examenes.pdf).