Texas Defensive Driving

How much is DD?

$25. This is the lowest that the state of Texas legally allows us to sell the course, and this is pretty standard throughout the state.

How do we troubleshoot for the Android app?

-Log out and log back in -Clear the cache (Settings > Apps/Application Manager > Aceable App > Clear Cache and Clear Data) -Uninstall and reinstall the app http://aceable.com/florida/blog/troubleshooting-for-apps

How do we troubleshoot for the iOS app?

-Log out and log back in -Force quit (double press home button and swipe up on Aceable screen until it disappears) -Hard reboot ( hold down the power button and the home button at the same time. Wait for the option to "Turn Power Off" and reboot the device. -Uninstall and reinstall the app http://aceable.com/florida/blog/troubleshooting-for-apps

How do we troubleshoot for web courses?

-Log out and log back in -Force refresh (Press Ctrl + Shift + R if you're on a Windows computer. Press Command + Shift + R if you're on a Mac computer.) -Clear cache http://aceable.com/florida/blog/troubleshooting-for-web-courses

How many times in the last year can a student take DD?

1 (but they can always ask the court if they can take it more than once in that year)

How many certificates does a student taking DD for insurance purposes get?

1- for their insurance company

What are the 5 steps to DD?

1. Make sure they're eligible to take DD 2. Get permission from the court 3. Take Aceable 4. Bring your documents to the court 5. Clear your ticket http://aceable.com/texas/blog/how-to-clear-your-texas-ticket

How many levels are in the DD course?

12 levels

How many certificates does a student taking DD for a traffic citation get?

2- one for the court and the other for their insurance company

How long are the level assessments?

4 questions, multiple choice

How long is DD?

6 hours (including a 1 hour break)

What is a passing grade for a level assessment?

75% (3 out of 4 questions correct)

How old do you have to be to take DD?

Any age

When will students take the level assessments?

At the end of each of the levels

What kind of Driving Record can students get from us?

Certified 3A Driving Record

How can students find out if their court will allow them to take DD?

Contact their court

What's the difference between Defensive Driving and Drivers Ed?

Defensive Driving is taken by someone who needs to dismiss a ticket, get an insurance discount, or needs some kind of driving course for a job requirement Drivers Ed is a course for someone who is trying to get their license.

What is the Defensive Driving course used for?

Dismiss a ticket, insurance discount, job requirement

What are other names "Defensive Driving" is known by?

Driver Safety Course (DSC), Traffic Safety Course

How does a student return an affidavit to us?

Email it to [email protected] We'll accept scanned copies, as well as pictures.

What do we do if a student contacts us and says that the information on their certificate is incorrect (i.e. wrong birth date, incorrect spelling of their name)?

Evaluate if the error was ours or the student's by checking the daily report and the Google spreadsheet shipping template for that student. The student needs to order a new certificate from us for $10 if it was their error and we printed their information as is and made no changes. We will waive the fee if it was our fault.

What are the other shipping options students can pay for if they need their certificate faster?

FedEx Overnight (M-F delivery)- $45 FedEx Overnight (Saturday delivery)- $55 Second Day (USPS)- $35 Third Day (USPS)- $10 Same Day Delivery (Austin only)- $35 http://aceable.com/additional-items

What's the difference between FedEx Overnight and FedEx Overnight Saturday Delivery?

FedEx Overnight arrives during the work week (Monday-Friday) Fedex Overnight Saturday Delivery arrives on Saturday (this option is best for students who need their certificate by Saturday and finish their course before 1pm on Friday)

How much is it for a student to order an additional certificate (i.e. if they lost the original one they sent us)?

In instances where it is the student's fault that they need another certificate, we charge them $10 to reprint and resend the certificate (http://aceable.com/additional-items). When this happens, though, don't blame the student. Listen to their issue (i.e., I lost the certificate you sent me and need a new one, I gave you the wrong info, etc.) and tell them we'll gladly send them another certificate, which will only cost $10. Offer to help them purchase over the phone or send them the link above in an email or chat.

How long will it take for students to get their certificate if they select Standard Shipping?

It usually takes 5-12 business days, depending on how far they are from Austin.

How can students find out what their court is? Why is this important?

It's on their ticket/traffic citation. This is important for students taking DD to dismiss a ticket because we need to put this info on their Certificate of Completion. They can be turned away by the court if the incorrect court name is on the certificate.

What is the cut-off time for certificate processing?

M-F by 1 PM CST, Saturday by 12 PM CST

When do we mail out certificates?

M-F by 5 PM CST, Saturday by 3 PM CST

What if a student insists that their court will accept a digital/emailed copy of their certificate?

Make it clear to the student that, by law, we are required to mail out hard copies of certificates to students so they can sign them. Digital/emailed copies will not be accepted. On extremely rare occasions, we can email the certificate to the student and/or court. They need to have explicit permission from the court saying they'll accept a digital/emailed copy of the certificate. However, if they are later turned away and required to submit a hard copy, then the student needs to wait for the one we sent them in the mail or order one through expedited shipping. We are not responsible for them being turned away by the court.

Does this course expire?

No

Is there a final exam?

No

Do DD students using the app use the Aceable Drivers Ed app?

No, they need to use the Aceable Defensive Driving app.

Are students in affidavit mode allowed to skip this requirement?

No. Stress to the student that this is a state requirement we must follow. We need to make sure that we can prove to the state that we have all the necessary student affidavits, in case we are audited.

Are students restricted to doing a certain number of hours per day?

No. Students can do as much of the course per day as they like.

Do students have to complete the course at one time?

No. Students can log on and off whenever they want.

Do students have to pay to get their Certificate of Completion mailed to them?

No. The course comes with standard shipping. If they want a faster shipping option, though, they can always order one at the end of the course.

Can we send certificates to courts?

No. We are required by the state to mail out hard copies of the certificates to students so they can sign them.

Can we send out a student's Certificate of Completion if they're in affidavit mode and they haven't returned their affidavit to us?

No. We aren't allowed to do this- by state law.

What are the eligibility requirements to take DD?

Possess a valid Texas driver's license or permit Admit guilt to a traffic violation and wish to use defensive driving as an alternative Have not taken a course to dismiss a traffic ticket within the past 12 months Are not a commercial driver (CDL's are not eligible for Texas defensive driving courses) http://aceable.com/texas/blog/how-to-clear-your-ticket-in-austin

What form of verification do we use to make sure the student is the one taking the course and not anyone else?

Profiled-Based Verification

What is our DD school number? What is our DD course provider number?

School #C2876, Course Provider #CP262 (find us on the TDLR website here: https://www.tdlr.texas.gov/driver/driversafetyonline.htm)

What do we do with Stripe and Squarespace emails that show a DD student purchased an additional certificate, expedited shipping option, or a driving record?

Scroll through this email and look for the student's email address. Search for them in the CS tool and see if the purchase in the email is reflected in their account in the CS tool. If yes, close the email. If not, assign the email to the Swagmaster (Aceable Driving). You'll also need to create a Trello card in the CX- Operations board for the Swagmaster. Put it under the correct column (DD vs. ADE) and add the appropriate member (usually the Swagmaster) and a label.

What do we do if a student contacts us and says they never received their certificate, but their tracking number shows that the package was already shipped?

Send the certificate again free of charge. Ask if using their selected shipping method is okay. If you're trying to meet a customer's deadline, upgrade to the necessary shipping option for free so they get it on time. Ask for a different address to avoid this happening again.

What is the third-party shipping provider we use to print out mailing labels and verify students' shipping addresses?

Shipstation Talk to Harish or any CX rep for the CX login information.

Can students jump around in the course?

Students can always go back in the course to review previous material. However, they cannot jump ahead. Students will only have access to levels/chapters/pages they're currently on and have already completed.

Can someone with a non-Texas license who got a ticket in Texas take our DD course?

That depends on the court. The student needs to contact the court and see if they'll be allowed to take a Texas-approved Defensive Driving course.

Can someone with a Texas license who got a ticket in another state take our DD course?

That depends on the court. The student needs to contact the court in the other state and see if they'll accept a Texas-approved Defensive Driving course.

What Texas government agency is our DD course approved by?

The Texas Department of Licensing and Regulation (TDLR)

What happens when a student is in affidavit mode?

The student is required to submit an affidavit to us. The affidavit must be completed and notarized, and returned to us at [email protected] with a copy of their driver's license.

What happens if a student fails three identity verification questions?

They are locked out of their account. They need to contact us so we can unlock them.

Where can students get their affidavit?

They can download a copy from the course or get one on our website: http://aceable.com/texas/defensive-driving/student-affidavit/

How can students order their Driving Record through us?

They can order it at the end of the course. They can also order it at http://aceable.com/additional-items

What if a student fails a level assessment?

They have 3 chances to pass a level assessment. If they fail an assessment 3 times, they are required to re-purchase and re-start the course from the beginning. This is a state law we have to follow, and this is pretty standard for DD courses in Texas.

What do students need to do with the Certificate of Completion that we send them?

They need to sign the certificate and present it to the court, insurance company, or their employer.

What does a student need to do if they downloaded the wrong app (Drivers Ed) and they can't access their DD account?

They need to uninstall the Drivers Ed app and download the Aceable Defensive Driving app. You'll need to look up their account in the CS tool and delete the Drivers Ed course from their account.

What is affidavit mode?

This applies to students with old accounts who were under an old verification system. This is when Blockscore couldn't come up with enough identity verification questions for the student. This usually happens when a student is really young and doesn't have much of a credit history yet.

What services do we use to mail out DD certs?

USPS and FedEx

What time can students expect their certificates in the mail?

USPS- whenever the mail person usually delivers mail during the week (usually by 4-6 PM) FedEx- 10:30 AM (M-F) and 12 PM (Sat)

Will insurance companies accept Aceable's Defensive Driving course for an insurance discount?

We are approved by the state of Texas. It's up to the student to contact their insurance company to see if they can get a discount for taking our course.

How do we purchase a Driving Record for a student?

We can go to http://aceable.com/additional-items and take their payment information over the phone. The Swagmaster will then order the record at: https://txapps.texas.gov/tolapp/txldrcdr/TXDPSLicenseeManager

What do we do when a student hasn't finished the course yet but has already returned their affidavit to us?

We create a Trello card in the CX- Operations board. We put it in the DD stack and tag the Swagmaster. Put the following: Take STUDENT NAME + STUDENT EMAIL ADDRESS out of affidavit mode when they complete the course. Leave a comment with the date we received the affidavit and the student's current progress (ex: 11/14/2015- 4.5.6). You or the Swagmaster should check on the student's progress regularly and leave comments with dates and progress. Download a copy of the completed affidavit and license and save it to Google Drive (save it as FIRST NAME + LAST NAME + AFFIDAVIT).

How can students track their certificate in the mail?

We email them a tracking number when we mail out their package.

What do we do when a student has finished the course and returns their affidavit to us?

We look them up in the CS tool and take them out of affidavit mode. Download a copy of the completed affidavit and license and save it to Google Drive (save it as FIRST NAME + LAST NAME + AFFIDAVIT).

How do DD students get their Certificate of Completion from Aceable?

We mail certificates to students when they finish the course. We are required by the state to mail out hard copies. We are not allowed to fax or email copies, and students are not allowed to come into the office to pick up certificates.

What do we do when we download a student's Driving Record?

We print a copy. We also save a copy to Google Drive. This is especially important if a student's package is lost by the USPS or FedEx so we don't have to re-purchase the record.

How do we send out a student's Driving Record?

We send out the hard copy with their Certificate of Completion.

On what platforms is DD available?

Web, iOS, and Android

What us the icon for the Aceable Defensive Driving app?

White background with a light blue A with wings

Do we mail out certificates on federal holidays?

With USPS, no. With FedEx, yes if they are also not closed. https://trello.com/c/B9RP24yX/388-usps-holidays https://trello.com/c/CPiVSKYr/421-fedex-holidays

Are there timers on each page?

Yes

Can students order their Driving Record through Aceable?

Yes, for $25

Do we issue refunds for DD?

Yes, if the student hasn't yet completed the course, it's within 30 days of the date of purchase, and we haven't yet sent out their certificate. If they've completed the course and we've sent out their certificate already, or if it's past the 30 days of their purchase date, try to empathize with them but make it clear that it's company policy.

Can we also email a student their Driving Record?

Yes. Sometimes students contact us and want a digital copy of their Driving Record, so we attach the PDF we saved in Google Drive to an email.

Are there any tests in the DD course?

Yes. We call them "level assessments."

What do we do if a student is still waiting on their certificate in the mail but needs some kind of proof that they've finished the course (and they're just waiting on the cert) to show to their court or employer?

You can take down the court/employer's email address and send them a verification email that the student has completed the course and we have sent them the certificate. Include the following in the email: Student Name Birthdate Driver License Number Reason for taking DD Court Name/Employer Name Date of course completion We can also take a screenshot of the slide in their course showing they've completed the course and email this to the court/employer

What will make you ineligible to take DD?

You were charged for: Reckless driving Overtaking a school bus loading or unloading Speeding 25 miles or more over the speed limit Failure to exchange information and render aid at the scene of an accident Violations in construction zones when workers are present Failure to maintain financial responsibility (car insurance)

What link do students order additional certificates or expedited shipping from on our website?

http://aceable.com/additional-items