Frequently Asked Questions
(FAQS)

General Information

1. What is AITIA Coronavirus?

AITIA Coronavirus is a subscription-based software-as-a-service platform.  It is used by businesses and schools as one of the tools to assist in the reopening plans in response to the global pandemic.

It is an automated pre-screening tool that takes care of the administrative burden of asking pre-screening questions, sending reminders to complete the forms, tracking historical responses and generating reports that can be used by schools and employers to track & trace their exposure to coronavirus.

2. How do I sign-up?

Employers and schools sign up for the app using the sign-up form.  Once they have created a profile, they can start setting up via the app.

3. How do I set up our profile?

After signing up for the app using the sign-up form, there are a few easy steps to get your account activated:

  • Add the questions you want to ask within the app. 
  • Set the alert times for when you want notifications to be sent out via the app.
  • Add Authorized Users to the platform. 
  • Notify your users that you will now be using the AITIA Coronavirus app to collect pre-screening information

Optional: Add additional administrative users to the account to assist in the managing of your account and viewing of user information.

4. What if I have individuals showing up on different days? How do I set alerts?

At this time, we suggest using the same alert times for all employees even if they are arriving on different days.  We are working on a feature that may allow for individual alert settings rather than organization-wide.  

5. Who is the Customer? Who is an Authorized User? Who is a Respondent?

The account that has signed up to create a profile and invite users to that profile is the Customer.

The individuals that have been invited to participate in the app by the account holder are considered Authorized Users and will have email and login credentials created after registration.

A Respondent is an individual whose responses are being collected via the app.  In most instances, the Authorized User and the Respondent are the same individual.  However, in limited instances (for example, school students) – the Respondent may have Authorized Users that provide responses on their behalf.

For Admins

Billing & Subscription

1. How does billing work for school accounts?

While we normally bill for each Authorized User that has a seat in the app, we recognize that for academic settings this would require a significant increase in user licenses.

While a  caregiver or guardian who is submitting responses on behalf of a child is technically considered an Authorized User – we maintain a different billing policy for academic accounts and as such, authorized users are not charged a per seat license.

Instead, we charge a  seat license based on the number of Respondents.  This means that schools are charged based on the number of students, teachers and admins that are being tracked – rather than the number of parents, guardians and caregivers that have access to the platform to provide responses on behalf of those children.

However, should the caregiver, parent or guardian be required to provide his/her information for pre-screening purposes, then he/she will count towards the account’s “Visitor” passes for the month.

2. Can we use this application for only visitors?

Yes. However, we require that at least one Admin account is created to set up the account which is billed at $10.00 per month. After which, users are able to use the app only for visitors. Each visitor submission is billed at $3.00 per response and charged to the credit card on file at the end of the month.

3. What are payment options?

You can use your credit card to pay for any plan. If you sign up for an annual subscription and plan to spend at least $10,000.00 USD, we can invoice you annually. Contact us to start the process.

4. How do we cancel/modify our subscription? Can we get a refund?

Admins can change their plan by going to the “Payment Info” section located on the left navigation within the app.

Here you can add/remove individuals for each month. Your subscription will remain active at its current level through the end of the billing period.

If you add a new user, you will be charged a pro-rated amount for that user for that month. Unfortunately, we are unable to issue a refund for unused member seats for each month.

5. How does billing work?

You can choose between monthly, semi-annual or annual billing for AITIA Coronavirus.

If you are on a monthly plan:

You are billed for the number of Authorized Users/Respondents you sign up for at the start of the month. If you do not use all the seat licenses for that month, you are still charged for the number of individuals that you signed up for at the start of the month. If you need to purchase additional seats, you will be charged a pro-rated amount for that individual for that month. We use a calendar-day method to calculate partial month rates to determine when a new Respondent is assigned a seat license in the system.

If you are on an annual or semi-annual plan:

You are billed upon account activation for the number of Authorized Users/Respondents you’ve elected to buy for the year or six-month period. You’ll see the number of seats used each month as a line item on your invoice.

You will continue to be charged the monthly, semi-annual or annual rates unless you opt to cancel your subscription.

Your credit card is charged on the first of each month.

6. Can we switch plans?

Yes. You can upgrade your plans based on your organization’s growing needs. To add more users, simply assign more individuals to the app at any time you need more seats, and you will be billed for that Authorized User/Respondent on a pro-rated calendar basis for that month.

7. What is the cost for Visitor Responses?

All schools receive 10 free visitor responses each month. Each additional visitor response will be billed at $3.00 per response and charged to your credit card on the 1st of the following month.

Each business account receives either 10, 15 or 20 visitor responses each month based on its plan. Each additional visitor response will be billed at $3.00 per response and charged to your credit card on the 1st of the following month

8. Is there special pricing for schools?

Yes. Please check out our pricing page for schools.

9. How do I change my payment method?

Locate the “Payment Info” link located on the left navigation panel and follow the prompts to make changes to the payment information. You can also find current and past invoices at the “Payment Info” link.

Roles & Permissions

1. Who is an Authorized User? Who is a “Respondent?”

The individuals that have been invited to participate in the app by the account holder are considered Authorized Users and will have email and login credentials created after registration.

A Respondent is an individual whose responses are being collected via the app.  In most instances, the Authorized User and the Respondent are the same individual.  However, in limited instances (for example, school students) – the Respondent may have Authorized Users that provide responses on their behalf.

  • In the case of schools, a “Respondent” may be a student.
  • In the case of schools, an “Authorized User” may be a teacher or visitor.
  • In the case of employers, a “Authorized User” may be employees or visitors.
  • In the case of hospitality & healthcare settings, a “Authorized User” may be employees or visitors.

2. Which administrators can see the individual responses within the app?

This question is best answered by your organization’s administrative staff. There are several levels of permissions within the app. However, only Admins and Managers have access to the details provided from an Authorized User/Respondent’s responses.

3. How do I add more users?

Admins and Managers have the ability to add more users.

Simply locate the “Add User” link on the left navigation under “Account Settings” and follow the prompts to add Respondents.

Please note that you will be billed on a pro-rated basis for any additional authorized users on the 1st of the following month.

Admin Settings

For Users

User Settings

1. Who is an Authorized User? Who is a “Respondent?”

The individuals that have been invited to participate in the app by the account holder are considered Authorized Users and will have email and login credentials created after registration.

A Respondent is an individual whose responses are being collected via the app.  In most instances, the Authorized User and the Respondent are the same individual.  However, in limited instances (for example, school students) – the Respondent may have Authorized Users that provide responses on their behalf.

  • In the case of schools, a “Respondent” may be a student.
  • In the case of schools, an “Authorized User” may be a teacher or visitor.
  • In the case of employers, a “Authorized User” may be employees or visitors.
  • In the case of hospitality & healthcare settings, a “Authorized User” may be employees or visitors.

2. How many individuals can submit responses on behalf of a “Respondent?”

This question is often asked regarding School Accounts as multiple individuals may need to provide responses for a student. These can often be a caregiver, guardian and/or parent.

AITIA allows each “Respondent” to have up to 3 “Authorized Users” each with their own sign-in information. Each Authorized User will then have the ability to complete the pre-screening questionnaire on behalf of the “Respondent.”

3. Can students submit their own responses?

Yes. Each “Respondent” is allowed to have up to 3 “Authorized Users” who can submit on behalf of that “Respondent.” For older students, some parents have opted to allow the student to submit his/her responses for that day.

However, we do require that each student account have a primary accountholder which is a parent or guardian so that multiple student accounts can be linked within families.

4. What if I answered a question incorrectly or need to resubmit?

If you submitted a response and believe you made an error or need to resubmit a questionnaire, simply fill out the questionnaire one more time and the most recent responses will be provided to your organization.

5. How do I reset my password?

To reset your password, simply click Forgot my Password located just below the login section of the Sign-In screen. You will receive an email which will guide you through the steps necessary to reset your password.

6. How do I update my contact information?

Under your Account Settings, click on ‘Update Contact Information’. Below your primary contact information will be a space for you to add alternate contact information.

7. Can I receive a consolidated alert for all children associated with my parent, guardian or caregiver account?

Yes. You will receive one consolidated alert for all children associated with your parent, guardian or caregiver account.

8. As a parent, guardian or caregiver - how can I see multiple students listed within my account?

In order for you to be able to view all children listed under one “guardian” account, we require that a guardian email be listed as the primary on each child’s “Authorized User” page. If you are unable to view all children under your account – please go back and review each “Authorized User’s” account information to ensure that the guardian is listed in each child account as “Primary.”

9. How do I pause email and text alerts?

Currently, only the administrator of the account has the ability to set “Authorized Users” to a “Vacation Setting” mode which will pause alerts and notifications from being sent to users. To set your user account on a “vacation setting” – please contact your organization’s admin.

Account Management

1. What if I answered a question incorrectly or need to resubmit a questionnaire?

If you submitted a response and believe you made an error or need to resubmit a questionnaire, simply fill out the questionnaire one more time and the most recent responses will be provided to your organization.

2. Do you have a mobile app?

At the moment, we do not have a mobile app. However, we are working towards creating one and will inform our current users when one becomes available.

3. Can I change the times that alerts/notifications are sent to me?

Not at this time. Only Admins have the ability to change the times/dates for when alerts and notifications are received by registered users. If you would like to request a change to alerts/notifications, please contact your organization’s admin.

Data Security & Privacy

1. Which administrators can see the individual responses within the app?

This question is best answered by your organization’s administrative staff. There are several levels of permissions within the app. However, only Admins and Managers have access to the details provided from a Respondent’s responses.

2. Is the data secure?

We use AWS (Amazon Web Services) EC2 servers to store all user-submitted data. As per the AWS website, this platform adheres to the following compliance guidelines and certifications: ISO 27001, FedRAMP, SOC1, SOC2 and SOC3.

https://aws.amazon.com/compliance/hipaa-compliance/

3. How long do you retain the data?

All user submitted responses are retained for 12 months before being purged. If you require information to be held for a longer period of time, please contact us directly.