Training & Support
Comprehensive onboarding, accessible training materials, and responsive support to ensure your institution successfully adopts and scales video accessibility services.
Onboarding Process
Kickoff Meeting (Week 1)
We start with a 60-minute kickoff meeting with your accessibility coordinator, IT administrator, and key stakeholders to understand your specific needs and workflows.
- Review institutional accessibility goals and compliance requirements
- Discuss existing video platforms and integration points
- Identify department structures for billing allocation
- Establish timeline for deployment and training
- Assign dedicated account manager for enterprise accounts
Platform Configuration (Week 1-2)
Our team configures your instance with SSO, integrations, department structures, and user permissions.
- Configure Single Sign-On (SAML/OIDC) with your identity provider
- Set up video platform integrations (Kaltura, Panopto, YouTube, etc.)
- Import department and cost center hierarchies
- Create role-based access controls and user groups
- Configure notification preferences (email, Slack, Teams)
- Establish billing and reporting structures
Administrator Training (Week 2)
90-minute live training session for accessibility coordinators, IT staff, and department administrators who will manage the platform.
- Platform navigation and core features
- User management and access control
- Bulk processing and batch uploads
- Analytics dashboard and reporting
- Integration management
- Troubleshooting common issues
- Best practices for institutional deployment
End-User Training (Week 3-4)
Self-paced training materials for instructors, students, and staff who will use the platform to request services or view accessible content.
- Recorded video tutorials (15-20 minutes total)
- Quick-start guides (PDF and web formats)
- Instructor-specific workflow documentation
- Student accessibility guide
- Optional live webinars for large user groups
Ongoing Support & Check-ins
After launch, we provide continuous support and periodic check-ins to ensure smooth operations and address evolving needs.
- 30-day check-in to address early adoption challenges
- Quarterly business reviews for enterprise accounts
- Ongoing email and chat support
- Product update webinars for new features
- Semester planning consultations
Training Materials & Resources
Video Tutorials
Short, task-focused video tutorials with captions and audio descriptions, demonstrating common workflows and features.
- Uploading and processing videos
- Editing captions online
- Managing user accounts
- Generating usage reports
- Setting up integrations
Documentation
Comprehensive written guides, FAQs, and step-by-step instructions available in accessible formats.
- Quick-start guide
- Administrator handbook
- Instructor guide
- Student accessibility resource
- API documentation (coming soon)
Live Webinars
Interactive training sessions with Q&A, tailored to specific audiences or departments.
- Accessibility coordinator sessions
- Faculty training workshops
- Department-specific walkthroughs
- New feature announcements
- Best practices seminars
Accessible Training for All Users
We recognize that accessibility coordinators and users may themselves have disabilities. All training materials are designed to be fully accessible.
All training videos include accurate captions and interactive transcripts.
Visual demonstrations include audio descriptions of on-screen actions.
Documentation provided in tagged PDFs and screen reader-friendly web formats.
Request materials in EPUB, large print, or other accessible formats as needed.
Need training materials in a specific accessible format? Contact us at training@recap-innovations.com
Support Channels & Response Times
Email Support
Response Time: Same business day (within 4-8 hours)
For general questions, technical issues, billing inquiries, and platform assistance.
Dedicated Chat Channels
Response Time: Real-time during business hours
Connect with our team through dedicated Slack channels or Microsoft Teams for quick questions and ongoing collaboration (9 AM - 5 PM Mountain Time, Monday-Friday).
Dedicated Account Manager
Available for: Institution-wide and enterprise accounts
Direct contact with a dedicated account manager for urgent issues, planning sessions, and strategic guidance.
Phone Support
Available for: Urgent issues and enterprise accounts
For service outages, integration failures, or urgent deadline situations requiring immediate assistance.
Accessibility Support for Users with Disabilities
We're committed to ensuring that users with disabilities can successfully use our platform and access support when needed.
If you encounter usability or accessibility barriers while using our platform, contact our accessibility team directly for priority assistance and remediation.
Prefer phone support instead of email? Need screen-sharing assistance? We can accommodate alternative communication methods based on your accessibility needs.
Accessibility-related platform issues receive priority attention with target response within 2 hours and resolution within 24 hours.
Related Resources
Still Have Questions?
Our team is here to help you succeed with video accessibility. Whether you're just getting started or managing an enterprise deployment, we're ready to support you.
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