Global - Table of Contents

Global - Global School

Global - Products and Services

Global - Table of Contents

Global - Global School

  • Age Limit

    Service Now Template: Program Questions - FlexPoint Virtual School

    FlexPoint Virtual School will enroll students ages 5 through 19. Elementary students must be age 5 on or before October 1st to enroll. Students must be 6 on or before October 1st to enroll in Grade 1 courses. 

    The student’s age on the date of the course enrollment (that is, the date on which a complete registration or course request for a course semester is made) may not be older than 19. Students must complete all coursework, including the final exam, before their 21st birthday. Exceptional education students who have not earned a standard diploma remain eligible for educational services through the end of the school year in which they become 22 years old.

    Resolution: 
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance
    If resolved, add your signature to the close notes.
    Callers will receive assistance in 1-2 business days if incident was escalated.  

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  • Are additional materials/books required to take FlexPoint Virtual School courses?

     

    Service Now Template:  Program Questions - FlexPoint Virtual School

    FlexPoint Virtual School courses may require additional items to support learning activities. Any student-provided items required will be listed within the course. Some advanced high school courses may require an etext that will be provided.

    Students taking FlexPoint Elementary courses will need a printer, paper, pencils, etc, and you will find the full list of items needed inside each course.

    Resolution: 
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.

    Callers will receive assistance in 1-2 business days if incident was escalated. 

     

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  • Can I get a high school Diploma with FlexPoint Virtual School?

    Service Now Template:  Program Questions - FlexPoint Virtual School

    No, FlexPoint Virtual School does not offer a high school diploma. You are still able to take FlexPoint Virtual School courses and use them towards graduation as long as your diploma granting institution or local school accepts FlexPoint Virtual School transcripts. Please consult with them first in order to determine if they will accept our courses for credit before enrolling. You can be active in up to 6 courses (segments) at a time.

    Resolution: 
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.

    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • Final Grade Submission

    Service Now Template:  Program Questions - FlexPoint Virtual School
    **Check VSA and ensure student and course are with FlexPoint Virtual School and / or “Florida Virtual Global School”

    Grades should be available 48 hours business hours after the student has completed the course

    Resolution: 
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • FlexPoint Virtual School Program Information

    Service Now Template: Program Questions - FlexPoint Virtual School
    Steps to Resolve:

    Probing Questions regarding eligibility: 
    “Are you currently a Florida Resident?”

    If NO:
    Ask caller if they would be interested in a tuition-based program. If so click, FlexPoint Virtual School General Knowledge and provide information to caller

    If they are a current FlexPoint Virtual School (previously Florida Global School) student, for the below issues please provide support:

        • Username & Password
        • Teacher’s name

    If YES:

    What school are you currently attending?

      • If Public School
        • Provide Flex support to caller
      • If Homeschool
        • Provide Homeschool support to caller
      • Check Private School Affiliation
        • If affiliated - support
        • If not affiliated
          • Caller needs to contact Principal and ask them to get affiliated with FLVS, OR submit ticket to DRM for follow up

    Non-eligibility questions:


    What grade level are you in?

    • Grades 6 -12 – Flex
    • Grades K-5 - Elementary

       

      For Public/Private School Students

    • Direct parent to https://flvs.net/flex/faqs
      • provide information from the website to answer their questions as needed

     

    For Homeschool Students


    Resolution: 

    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School     and resolve; escalate if the caller requires further assistance the out of state options

    If resolved, add your signature to the close notes.

    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • How do I get a refund?

    Service Now Template: Program Questions - FlexPoint Virtual School 

    Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further. 

    Resolution:
    Confirm contact information in VSA is accurate 

    • In VSA, make sure you look under location icon for BOTH 
      • "FlexPoint Virtual School" 
      • AND
      • "Florida Virtual Global School" 

    Provide student’s full name, username… include course name / segment

    ESCALATE     ServiceNow ticket to Assignment Group: FP - FlexPoint Virtual School 
    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • How do I request a new course

    Service Now Template: Program Questions - FlexPoint Virtual School

    ASK - "Have you taken courses before with FlexPoint Virtual School or Florida Virtual Global School?"

    If No:
    Visit https://flexpointvirtualschool.com and select Enroll at top of page. 

    • Next to FlexPoint Virtual School select Grades 6-12 or Grades K-5
      • Grades 6-12 – 
        • Select course 
        • Add to Backpack
        • Select Semester and preferred start date from drop downs (weekends and holidays are not available)
        • Add more course or click continue to follow prompts to complete student profile and pay for courses
          • If their physical school is missing from dropdown, select homeschool and ask caller to send an email to [email protected] with their full name and physical school information including school address. 
        • Student will be placed within 48 business hours
      • Grades K-5 –
        • Select New Student
        • Drop downs to find or add physical school 
          • If their physical school is missing from dropdown, select homeschool and ask caller to send an email to [email protected] with their full name and physical school information including school address. 
        • Select grade level 
        • Check box for course, drop down for semester
        • Add courses(s)
        • Agree to commitments 
        • Follow prompts to complete profile and pay for courses
        • Student will be placed within 48 business hours

    If YES: Active or returning student to FlexPoint Virtual School (not FLEX)
    Login to your account at login.flvs.net using the STUDENTS username and password 

      • Menu
      • Request Middle/High Courses or Elementary Courses
      • Review profile and then Save and continue 
      • Complete survey
      • Complete Commitments
      • Complete registration and pay 
      • Student will be placed within 48 business hours 

    Assignment Group: FP - FlexPoint Virtual School ; and resolve, escalate if caller needs further assistance
    If resolved, add your signature to the close notes.

    If Flex: FLEX Active or returning FLEX student (and are no longer living in Florida)
    Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further. 

    • Confirm contact information in VSA is accurate 
    ESCALATE ServiceNow ticket to Assignment Group: FP - FlexPoint Virtual School 
    Callers will receive assistance in 1-2 business days if incident was escalated. 
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  • I have paid for course but did not get an email confirmation

    Service Now Template: Program Questions - FlexPoint Virtual School

    Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further. 

    Resolution:
    Confirm contact information in VSA is accurate

    • In VSA, make sure you look under location icon for BOTH 
      • "FlexPoint Virtual School" 
        • AND
      • "Florida Virtual Global School" 

    Provide student’s full name, username… include course name / segment
    Provide Card Holder’s Full Name and email address


    ESCALATE     ServiceNow ticket to Assignment Group: FP - FlexPoint Virtual School 
    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • I need help deciding on what courses to take?

    Service Now Template:  Program Questions - FlexPoint Virtual School


    While FlexPoint Virtual School representatives cannot help you decide what courses to enroll in, you can contact your local school counselors for recommendations on courses. You can also visit our course description page where you can find out more about what topics will be covered in each course as well as recommended prerequisites. With the FlexPoint Virtual School program, the choice is up to you on what courses you want to enroll in.

    Resolution:
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
    Callers will receive assistance in 1-2 business days if incident was escalated. 
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  • Is FlexPoint Virtual School accredited?

    Service Now Template: Program Questions - FlexPoint Virtual School

    FLVS, the district and its schools (including FlexPoint Virtual School) are accredited through Cognia by three accrediting bodies: Southern Association of Colleges and Schools Council on Accreditation and School Improvement (SACS CASI), North Central Association of College and Schools Commission on Accreditation and School Improvement (NCA CASI), and Northwest Accreditation Commission (NWAC). FlexPoint Virtual School formally Florida Virtual School is further accredited by Accrediting Commission for Schools Western Association of Schools and Colleges (ACS WASC).

    Resolution:
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance

    If resolved, add your signature to the close notes.
    Callers will receive assistance in 1-2 business days if incident was escalated. 
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  • Reinstatement Request

    Service Now Template: Program Questions - FlexPoint Virtual School

    Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further. 

    Resolution:
    Confirm contact information in VSA is accurate 
    Provide student’s full name, username… include course name / segment

    ESCALATE     Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 
    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • Student cannot access course

    Service Now Template:  Program Questions - FlexPoint Virtual School

    ACTION - if student has an active course in VSA

    If Active course - check date of activation - if not today login as student using multiple browsers to troubleshoot. 

    If not resolved, inform Caller you will escalate the concern to IT (IT - App Services)

    IF Course is CRC

    Please allow time 48 business hours for a teacher to be assigned.  

    IF Course is CR 

    Payment needs to be made … Once we receive this payment, the course will be activated, and your teacher will contact you within two (2) business days. 

    Login to your account at login.flvs.net using the STUDENTS username and password 
    - Click on menu then “Student Records” then “Make Payment” follow prompts
    Once paid should allow 48 business hours for a teacher to be assigned.

    IF Course is in CI 

    Please reach out to your teacher… Provide teacher information 

    Course not listed 

    Need to request the course     How do I request a new course

    Resolution:
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance
    If resolved, add your signature to the close notes.
    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • When are teachers available?

    Service Now Template:  Program Questions - FlexPoint Virtual School

    Instructors are available Monday – Friday from 8 A.M. to 8 P.M. (depending on the instructor’s time zone). Emails and phone calls will be returned within 24 hours. Assignments will be graded within 48 hours.

    FlexPoint Virtual School Elementary students will enjoy Class Time activities with their teacher and other students. These opportunities will be advertised by each teacher. Class Time is also recorded for students unable to attend live sessions.

    Resolution:
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • How can a student’s official transcript be sent to the NCAA?

    Service Now Template: Program Questions - FlexPoint Virtual School

    ASK - "Is FlexPoint Virtual School listed as a school you have attended in your NCAA account?"

    If Yes: 
    We will reach out to the FlexPoint Virtual School support team, they will be able to electronically uploaded the transcript directly into the student’s NCAA account. 

    Resolution:
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)


    Obtain Student Full name, phone number, email address and NCAA ID#, indicate on the ticket if the student confirmed FlexPoint Virtual school is listed on their NCAA account

    ESCALATE Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 
    If No:

    Ask the caller to visit the NCAA Eligibility Center website and add FlexPoint Virtual School to their NCAA account. 


    Within the NCAA Portal –

    • State: Florida
    • City: Orlando
    • School: Type in FlexPoint and the complete school name will auto-populate. Select the auto-populated school name: FLEXPOINT VIRTUAL SCHOOL (FORMERLY FLORIDA VIRTUAL GLOBAL SCHOOL).(Typing in full school name will cause an error message:

     

     

    Resolution:
    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

     

    Obtain Student Full name, phone number, email address and NCAA ID#, indicate on the ticket if the student confirmed FlexPoint Virtual school is listed on their NCAA account

    ESCALATE Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 
    Callers will receive assistance in 1-2 business days if incident was escalated. 

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  • How do I obtain a transcript?

    Service Now Template: Program Questions - FlexPoint Virtual School

    ASK - “Does the transcript need to be sealed and physically mailed or can it be emailed?”

    If Sealed/Physically Mailed:

     

    • Direct student/parent to Parchment’s website - https://www.parchment.com/u/registration/218131/account
    • Advise parent/ student once on the website they would have to create an account with Parchment 
      • The cost for the FIRST request is FREE.
      • Each additional request afterwards is $5.00
      • Ensure student is selecting the correct location for the request to be sent
        Standard mail - 5 to 7 business days

     


    Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

    Assignment Group: FP - FlexPoint Virtual School     and resolve; escalate if caller needs further assistance

    If resolved, add your signature to the close notes.

    IF can be emailed:

     

    Confirm contact information in VSA is accurate 

    Provide student’s full name, username AND

    • Contact information including Email address where we will email the transcript

    • Note - Name of Virtual School on the Students transcripts for completed course work 
        • If enrollment is activated ON or AFTER to July 1, 2023
          • “FlexPoint Virtual School“
          • If enrollment is activated BEFORE to July 1, 2023
            • “Florida Virtual Global School“ 
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
            ESCALATE Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 
            Callers will receive assistance in 1-2 business days if incident was escalated. 

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          • How much is tuition?

            Service Now Template: Program Questions - FlexPoint Virtual School

            DO NOT QUOTE ANY PRICES VERBALLY OR IN WRITING - DIRECT THESE QUESTIONS TO THE WEBSITE

            Ask the caller to Please visit https://flexpointvirtualschool.com

             

            • Click on Academics, then select courses catalog 


            Also, FlexPoint Virtual School is solely a curriculum provider and not a diploma granting institution. We recommended checking with your school or school district to ensure our transcripts are accepted. 


            **We do not offer Discounts, Scholarships, or payment plans at this time

            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance

            If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 

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          • Change courses to/from Honors

            Service Now Template: Program Questions - FlexPoint Virtual School

            Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further. 

            Resolution:
            Confirm contact information in VSA is accurate 

            Provide student’s full name, username, and include course segment in need of change

            ESCALATE Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • How do I Sign up for AP exam?

            Service Now Template: Program Questions - FlexPoint Virtual School

            FlexPoint Virtual School does not register students for their AP Exams. Students must go directly through The College Board at https://www.collegeboard.org/ to register for their AP Exams. You may contact the College Board AP Services for students at 888-225-5427 (toll free in the United States and Canada) or +1-212-632-1780 or [email protected].

            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School             and resolve; escalate if caller needs further assistance

            If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • How can I change my preferred start date?

            Service Now Template: Program Questions - FlexPoint Virtual School

            Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further. 

            Resolution:
            Confirm contact information in VSA is accurate 

            Provide student’s full name, username, and include course segment in need of change

            ESCALATE Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • My physical school is missing when I am trying to enroll?

            Service Now Template: Program Questions - FlexPoint Virtual School

            Ask caller to select the "Home School" option to complete the registration and to send an email to [email protected] with their full name and physical school information including school’s physical address. 

             

            If they have school information including physical school address ready take the information as well as student’s full name, username and escalate the ticket.

            Resolution:
            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • How many courses can I be Active in at the same time?

            Service Now Template:  Program Questions - FlexPoint Virtual School

            Allowed to be active in 6 courses at a time

            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • Is there a minimum amount of time to complete a course?

            Service Now Template:  Program Questions - FlexPoint Virtual School

            To ensure adequate time for comprehension and mastery, students must work in a course segment consistently for a minimum 14 days starting from the date of first submission (not including pretests). 28 days of work is required, at minimum, for a two-segment course.

            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 

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          • Is there a Maximum amount of time to complete a course?

            Service Now Template:  Program Questions - FlexPoint Virtual School

            Regular, AP and Honors courses are designed for a semester to be completed in 18 weeks. To support the best interests of students, the maximum time to complete a half-credit course is 27 weeks. 

            Credit recovery courses are designed for a semester to be completed in 6-8 weeks. To support the best interests of students, the maximum time to complete a half-credit course is 10 weeks. 

            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • How much time is each course?

            Service Now Template:  Program Questions - FlexPoint Virtual School

            Courses are designed to require an average of one hour of work per day, five days a week, in order to complete a 0.5 credit course in 18 weeks or a 1.0 credit course in 36 weeks.

            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • How many assignments are students required to submit per week?

            Service Now Template:  Program Questions - FlexPoint Virtual School

            Students are typically required to submit a minimum of 2-3 assignments per week in each course. We understand many students have schedules that fluctuate due to various reasons. Please communicate special requests to instructors.

            Middle and high school students should plan to spend about 4-5 hours per week on each course; Advanced Placement courses may need up to 10 hours per week. This includes reading the lessons, watching any accompanying videos, completing all practice problems, and then submitting the homework. 

            Elementary students should plan for 3-5 hours per week for each course.“

            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 

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          • FlexPoint Virtual School - General Knowledge

            Service Now Template: Program Questions - FlexPoint Virtual School
            FlexPoint Virtual School General Program Information

            FlexPoint Virtual School customers use VSA and Educator and should receive the same level of support

              • In VSA, when searching for a teacher make sure you look under location icon for BOTH 
                • "FlexPoint Virtual School" 
                  • AND
                • "Florida Virtual Global School" 
              • FlexPoint Virtual School teachers use FLVS hardware and should also be supported by our Technical Support Team.

            *The following information can be provided to caller:

              • FlexPoint Virtual School provides courses to students in grades K-12 who reside outside of the state of Florida.
              • Our courses are available year-round and students are welcome to access their course work at any time, day or night. (Same as Flex)
              • Courses are designed to require an average of one hour of work per day, five days a week, in order to complete a 0.5 credit course in 18 weeks or a 1.0 credit course in 36 weeks.
              • Students are also welcome to accelerate their course work or, if desired, to extend the length of any course up to a maximum of 27 weeks per course semester.
              • FlexPoint Virtual School is a curriculum provider and not a diploma granting institution.
              • Students will receive transcripts for completed course work, not a high school diploma from...
                • If enrollment is activated ON or AFTER to July 1, 2023
                  • “FlexPoint Virtual School“
                • If enrollment is activated BEFORE to July 1, 2023
                  • “Florida Virtual Global School“ 
              • Students who are enrolled with a local (or distance) school are recommended to check with their school or school district to ensure FlexPoint Virtual School credits or transcripts are accepted.
              • Check out our course list for detailed pricing information.
              • *International students have an additional fee of $35 per course segment.*Full link to course list shown above:
              • Students may enroll at any time by visiting our website at: https://www.flexpointvirtualschool.com/enroll
              • Once registration is complete students receive a welcome email to the email address provided during registration, typically within 48 hours.
              • For course offerings and additional information please visit our website at: 
              • https://flexpointvirtualschool.com
            Resolution:
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School             and resolve; escalate if caller needs further assistance
            If resolved, add your signature to the close notes.
            Callers will receive assistance in 1-2 business days if incident was escalated. 

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          • How can I withdraw from my course(s)?

            How can I withdraw from my course(s)?

            Service Now Template:  Program Questions - FlexPoint Virtual School

            Resolution:
            Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further.
            Confirm contact information in VSA is accurate, especially email address for both student and parent 

              • In VSA, make sure you look under location icon for BOTH 
                • "FlexPoint Virtual School" 
                  • AND
                • "Florida Virtual Global School" 



            Provide student’s full name, username… include course name / segment

            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
            PLEASE INCLUDE ALL COURSE NAMES AND SEGMENTS 

            ESCALATE Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 

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          • Change from Flex to FlexPoint Virtual School

            Service Now Template: Program Questions - FlexPoint Virtual School

            Inform caller you will take their information and a FlexPoint Virtual School support team member will reach out to assist further. 

            Resolution:
            Confirm contact information in VSA is accurate 

              • In VSA, make sure you look under location icon for BOTH 
                • "FlexPoint Virtual School" 
                  • AND
                • "Florida Virtual Global School" 

            Provide student’s full name, username, and include course / segment in need of change

            ESCALATE Service Now ticket to Assignment Group: FP - FlexPoint Virtual School 
            Callers will receive assistance in 1-2 business days if incident was escalated. 

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          • Credit Card Payments

            Callers will receive assistance in 1-2 business days if incident was escalated. 
            Service Now Template: Program Questions - FlexPoint Virtual School

            All questions regarding credit card payment errors, need to be escalated 

            Resolution: 
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and escalate
            Callers will receive assistance in 1-2 business days if incident was escalated. 
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          • FAQ Regarding Name Change

            Service Now Template: Program Questions - FlexPoint Virtual School

            • Q: I’m a FLVS Flex or Full Time Student living in Florida. Will I now be considered a FlexPoint Virtual School student? 
              • No! FlexPoint Virtual School is a tuition-based school for students and families who live outside the state of Florida. We will continue to offer full-time and part-time online school options for students in Kindergarten-12th grade, tuition-free for Florida residents. For more information on our Florida online school options, visit www.flvs.net/online-school-options.
            • Q: Why is the name changing?
              • It is another milestone in the evolution of our organization that brings us closer to our collective vision: to lead online education worldwide with innovative digital solutions that individualize learning for each student.
            • Q: Is FlexPoint Virtual School a new company/entity?
              • No, we’re not creating a separate entity or company. FlexPoint Virtual School is the new name for Global School.
            • Q: What is the difference between FlexPoint Education Cloud and FlexPoint Virtual School? 
              • FlexPoint Virtual School is our national, tuition-based school that serves two distinct audiences. The first audience we serve is students and families who want flexible tuition-based options to take individual online courses for credit. The second audience we serve is schools and districts who can license FlexPoint Virtual School as a product through FlexPoint Education Cloud when they are in need of courses, technology, and instruction. 
            • Q: How would this affect the curriculum?
              • There will be necessary visual and branding updates made to our national curriculum. These updates will be made gradually over the next few years. 
            • Q. Will FlexPoint Virtual School offer a diploma?
              • Not at this time. 

            Resolution: 
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)
            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.

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          • Do you offer Discounts, Scholarships, or payment plans?

            Service Now Template: Program Questions - FlexPoint Virtual School

            Not at this time. 

            Resolution: 
            Complete Service Now Escalation/Ticket (All Incidents must be completed in the NAME of the caller)

            Assignment Group: FP - FlexPoint Virtual School and resolve; escalate if caller needs further assistance If resolved, add your signature to the close notes.

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          Global - Products and Services

          • FlexPoint Virtual School Client Hosted

            Steps to Resolve:

            Probing Questions:
            “Is your school or district using FlexPoint Course content in their own learning management system?
            If YES:

              • Route ticket to “FP - FlexPoint Technical Client Support (Level 1)”

            If NO:

              • Determine if another FlexPoint Virtual School product is being used.
              • If unknown, route ticket to “FP - FlexPoint Technical Client Support (Level 1)”
            Resolution:
            Complete Service Now Ticket (All Incidents must be completed in the NAME of the caller)
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          • FlexPoint Virtual School FLVS Hosted

            Steps to Resolve:

            Probing Questions:
            “Are you using the Buzz learning management system?”


            If YES:

              • " Thank you for calling FLVS FlexPoint Virtual School. As of July 1, 2021, all Massachusetts students, parents, teachers, and administrators will need to reach out directly to their school or district office with questions or concerns regarding their online courses. Thank you again for your call and have a wonderful day"

            If NO:

              • Ask if they know what learning management system they are using (note in ticket)
              • Route ticket to “FP - FlexPoint Technical Client Support (Level 1)”
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