How often should updated files be delivered?

We recommend that you ship files weekly. Any time is sufficient throughout the day with overnight hours between 12 and 9 AM Eastern Time typically used.

Is there a staging system or just the production set-up?

There’s just the production system.

Do I need to send a test file?

You do not need to send a test file, although you can if you’d like.

It seems as though the scoping for our tutor list returns a lot more students than the student list. Is that normal?

Yes. Not everyone we email will actually become a tutor, so we need to cast a wide net for recruitment. That said, please be sure all emails included on either list are still active.

When does this need to be completed?

You should have received information about the timeline for program implementation from your school’s Partner Executive. If you are unclear, please ask.

How do I know which students to include on each list?

You should have received information about the program details from Knack's Partner Operations Lead, which indicates the parameters for each list. If you have yet to receive these specifications, you just need to send over the course catalog at this time.

I see the generic naming structure, but how do I know what my school’s lists should be called?

You should have received information about the program details from Knack's Partner Operations Lead, which indicates the desired name for each list.

I have lists that are ready to send. How can I verify their accuracy?

If you adhered to the program details from Knack's Partner Operations Lead, which indicated the parameters for each list, you have likely pulled the correct data. If you’d still like someone to check it, your school’s Knack Program Administrator (KPA) should be able to help validate.

Do we need to update the file name when we send new lists?

No. Please overwrite the existing files whenever you send updated lists.

Will any of the data points that we provide will be visible to other tutors and students?

No. This data is used simply to qualify students to participate in the program, it is not shown to users.

How are students/tutors solicited?

We send 6-8 emails to prospective students and tutors each term.

Do students/tutors have the ability to opt-out of solicitations?

Yes. Prospective students and tutors can opt-out at any time.

Why doesn’t the tutor list include the courses they meet the criteria for?

This list is for outreach purposes. Once tutors enter the platform, they will submit an unofficial transcript to verify the courses in which they are eligible to tutor.

Why doesn’t the student list include any info on how they met the criteria (e.g., the courses they’re enrolled in, the supported group they belong to, etc.)?

The list is for outreach and qualification purposes only. Every student on the list will be granted the same privileges to receive free tutoring on the platform. If we need different groups, we’ll ask for separate lists.

Please click here for more information about Secure File Transfer Protocol (SFTP) Configuration.