Ellucian

I am Senior Vice President, Customer Perspective, for the Ellucian group of companies, including Ellucian, Inc(“Ellucian" or the “Company')We are in receipt of your letter dated March 10, regarding the above-referenced complaint recently submitted to the Revdex.com (“Revdex.com” or the “Bureau') by [redacted] , an employee of one of our clients, Our [redacted] Ellucian is one of the leading providers of higher education software, services and analytics, serving 2,institutions in countriesEllucian offers its customers the Ellucian Support Center, accessed through the Ellucian Hub, as a platform for its customers to, among other things, to connect with each other in an active, engaged, informed user community through regional groups and portals; to provide online self-service; to download software and documentation; and to communicate with support analysts on functional or technical questionsThe Ellucian Hub currently has over 35,active users.As noted in [redacted] complaint, he has expressed concern with the Terms of Use ("TOU) as being "vague' and not in keeping with industry standardsPlease be assured that Ellucian views the TOU of the Ellucian Hub as being consistent with industry standards and appropriate given the nature of Ellucians business and the purpose of the Ellucian HubSpecifically, it is within industry standards providers of user forums such as the Ellucian Hub, to include language making it clear, as Ellucian has, that it may share information with its third party service providers for purposes of providing and/or improving the services Ellucian provides to its customers, subject to Ellucian's privacy policies.You can appreciate that a large number of third party providers may be involved in the deliver and management of an international service of this type (e.g., providers of internet, telecom, third party vendor software and services used in providing the service) as well as additional providers that assist in tracking and improving the users’ experienceIt is incumbent upon Ellucian that it

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I read Ellucian's response letter and found it to be dismissive without adding any justificationFor example, merely saying "Ellucian views the TOU of the Ellucian Hub as being consistent with industry standards and appropriate ..." without actually listing examples of industry standards is indicative that Ellucian has no interest in taking this issue seriouslyWhile Ellucian may write "Ellucian values its customers and takes concerns raised by our customers seriously," Ellucian's actions prove otherwise
Further, Ellucian's uses weak arguments like throwing out the "35,active users" line, which is a useless comparison because all those users essentially have no choice but to use the Ellucian Hub
It is clear that Ellucian feels they have their customers locked in a position where Ellucian can force their customers into a TOU that primarily benefits Ellucian, not the customers
The ideal scenario of Ellucian willingly fixing their TOU is not likely to happen while Ellucian maintains this feeling of authority over their customers, therefore the second best option is that Ellucian explain to all their 35,active users the same thing they explained to me and the Revdex.com in the letter
If Ellucian puts that specific writing into their TOU (the text of which I will type below so Ellucian can copy & paste), so that all active members can at least know where Ellucian stands and does not have to go through years of frustration in a fruitless attempt as I have, then I will accept that action as a remedial resolution to this Revdex.com ticket
Here is the text that I typed in from the PDF so that Ellucian's team may add it to the TOU giving the TOU at least the minimal amount of clarity (order of text slightly rewritten for formatting within a TOU),
"Given the dynamic nature of the business, identifying such third party servicers and providing specific details on the service process is not practical nor is this approach industry standardHowever, we are available to follow up individually on any specific concerns."
Ellucian may insert this explanatory text directly after the paragraph that mentions the sharing of info with third parties
If Ellucian does this then the Revdex.com can consider this ticket resolved
Regards,
*** ***

I am Senior Vice President, Customer Perspective, for the Ellucian group of companies, including Ellucian, Inc. (“Ellucian" or the “Company'). We are in receipt of your letter dated March 10, 2015 regarding the above-referenced complaint recently submitted to the Revdex.com (“Revdex.com” or the...

“Bureau') by [redacted], an employee of one of our clients, Our [redacted]Ellucian is one of the leading providers of higher education software, services and analytics, serving 2,400 institutions in 40 countries. Ellucian offers its customers the Ellucian Support Center, accessed through the Ellucian Hub, as a platform for its customers to, among other things, to connect with each other in an active, engaged, informed user community through regional groups and portals; to provide online self-service; to download software and documentation; and to communicate with support analysts on functional or technical questions. The Ellucian Hub currently has over 35,000 active users.As noted in [redacted] complaint, he has expressed concern with the Terms of Use ("TOU) as being "vague' and not in keeping with industry standards. Please be assured that Ellucian views the TOU of the Ellucian Hub as being consistent with industry standards and appropriate given the nature of Ellucians business and the purpose of the Ellucian Hub. Specifically, it is within industry standards providers of user forums such as the Ellucian Hub, to include language making it clear, as Ellucian has, that it may share information with its third party service providers for purposes of providing and/or improving the services Ellucian provides to its customers, subject to Ellucian's privacy policies.You can appreciate that a large number of third party providers may be involved in the deliver and management of an international service of this type (e.g., providers of internet, telecom, third party vendor software and services used in providing the service) as well as additional providers that assist in tracking and improving the users’ experience. It is incumbent upon Ellucian that it