Support & FAQ

General
Support

Instructor
Support
Support contact
Students
Support
Support contact

The material isn't loading. What do I do?

Technology: We hate to love it and love to hate it. This is a great question!

For Videos: There are a few things that could be going on...

  1. Make sure you are on Wifi and that your connection is strong. When you have a weak connection, our videos will often show an error message rather than trying to buffer.
  2. Clear your cache. You can find directions on how to do this by Google searching "clearing cache" with your internet browser type... (i.e., "clearing cache safari").
  3. The video itself may be broken. Email us and we will be happy to help: support@realtimecases.com

For Documents:
  1. Try refreshing the page. Sometimes the Google API needs to be recalled.
  2. The document type may be in the wrong format. Email us and we will be happy to help: support@realtimecases.com

FYI: If there's a pressing need for a document or a video, please do not hesitate to contact us via our 24/7 support line: (703) 672-3944

What's the time commitment and process like?

We try to make the process as quick and easy for our partner companies as possible. Our whole process is broken down into a few steps: (1) Introductory Phone Call

  • We take about 5-10 minutes to discuss our company concept, how we can benefit you, and what the on-boarding/filming process is like.


(2) Schedule Filming/Circle in the Team

  • After our introductory call, we like to get the ball rolling. We look to incorporate as many executives as possible.

    • Videos that include several executives tend to be more robust and engaging for the students.




(3) Review Sample Material & Guides

  • We provide you with access to a sample company background video, a few sample cases, and some interview/case guidelines.


(4) Filming

  • We get together at your office or ours (whatever is most convenient for you).

  • We have professional audio and video equipment to collect the best quality videos.

  • The Background Video (Company Training Video) takes roughly 30-45 minutes to film; it is filmed in interview style.

  • We then look to film as many Case Prompts as possible (these typically take 1-5 minutes each).


After our filming, the Real Time Team processes the videos, which includes editing them down to choose the best content. Once your material is ready, we will on-board you to the platform so you can see the final product, add new cases, edit the existing ones, and use the rest of the cool features we have available.

What is a "Case Prompt"?

Case Prompts are roughly 1-5 minute vignettes comprising of up-to-date issues and opportunities that our partner companies are currently assessing. The executives begin by explaining the context of the situation. Once they get the student up-to-speed, the executives provide direction and proceed to ask questions about what they are dealing with in real-time.

The theory is provide students with access to material that’s going on in the current professional work environment where the situation has not been resolved and the solution is not clear cut. Additionally, Real Time Cases looks to best simulate what it’s like to receive real assignments from top-level management while still in school.

What are Some Examples?
  • Scaling a Startup Effectively
  • Global Expansion & International Development
  • Hiring & Sourcing Strategies
  • Effective Training Methodologies
  • Supply Chain Improvements
  • Developing Company Culture
  • Environmental Concerns/Conscientiousness
  • Marketing/PR Strategy & Effectiveness
  • Business Development
...and the list goes on! Just give it a shot or email the Real Time Team. We're here to help!

Can I update a case?

Absolutely! In fact we encourage it! Real Time Cases looks to keep their content as engaging and relevant as possible. If you think an update is necessary, we encourage you to record one. We created our platform to be as easy as possible for our business users. All you have to do is hit "Record New Case" on the home screen and either upload or record a video. When choosing a title, just mention that it's an update to an existing case; we'll take care of everything else!

How do I teach this material?

Great Question! Each one of our case studies comes with a professor manual, which is built to help professors lead a great class discussion. In addition to this material, we have a Teaching Methods Brief available for you to review.
The Teaching Methods Brief contains teaching methods and suggested strategies that professors can use while teaching Real Time Cases. Though there are many creative directions that you can pursue with our cases, included below is a description of our materials and a few proven models that you can use to best prepare yourself and your students for the Real Time Experience.
Our products are developed for professors looking to create a high engagement classroom that rewards creativity, forward thinking, and practical decision-making. This packet will provide you with what you need to tailor a class to best suit your teaching style, technological accessibility, and class environment.

How do my students register?

We aimed to make the registration process as easy as possible for students. For that reason, we've created a very easy Student Registration Guide. Click Here to Download *Note: We suggest that you put in the proper Course ID on Page 3. Your Course ID can be found by following these steps:



  1. Click Courses on the left-hand menu

  2. Click the course you want your students to register for

  3. The Course ID should be located on the top left portion of that page


If you have any difficulty finding the right Course ID, please feel free to reach out to your Case Concierge.

Are all of the cases still relevant?

One of our core principles is to generate educational material that is much more up-to-date and relevant. The objective is to better prepare students for the current professional work environment. RTC partners with some of the coolest startup, high-growth, mature, and public companies to generate content that is interesting and useful for students to be working on. Business Professionals are provided with their own portal, which allows them to update cases and add new ones with the click of a button. We retire cases when they are no longer relevant to our partner companies. What this means is, if the company is no longer looking into the issue or opportunity at hand, we retire the case. We do not remove retired cases from the platform. We believe these cases hold academic merit and that they can definitely still be used in the classroom. Although we try to update legacy cases, it's not always possible. If there are any related cases, they will show up in the "Additional Notes & Guidance" section of a case page. Cases that are retired include "**LEGACY**" in the name. Please feel free to use that material and any related updates. We just want you to know that it's no longer a "Real Time Case" since it's not relevant to current business operations.

What are the available case & company materials?

Great Question! Although content may vary significantly between companies (and specific cases at companies), every case comes with a few key items: Company Training Materials



  • Company Background Video or Extended Company Background Video

    • Background Videos are roughly 7-12 minutes; our Extended Company Background Videos are usually longer than 12 minutes and they are designed to be viewed outside the classroom. The objective of this material is to introduce the executive management team and their business. Professors are now empowered to teach students about business concepts and practices with exciting multimedia content based on business professionals that know it best.



  • Company Background Packet

    • Background information packets are curated by Real Time Cases to give the students a much larger overview of the company. RTC works with their partner companies directly to make sure the students are in the best shape to approach the cases. These packets typically include information, examples, and visuals that are not directly mentioned in the Background Videos.




Supplemental Videos and Documents (Research, Packets, Articles, Information)



  • Video and Document-based Supplements can include case updates, special messages, research, articles, and further explanations from executives and their teams. In most cases these items are uploaded on a company level. In some cases, these items are uploaded on case-basis and they will only appear under that specific case view.


Professor Manuals (Regular & Extended)



  • Professor Manuals are designed to help the professors walk through/review the background videos with their students. The extended version of the professor manual pertains to the extended version of the background video. RTC provides guidance and discussion points that are useful for professors that are interested in starting engaging conversations with their students about the company and the executives.

I can't find material that's a good fit. What do I do?

Well, we have a few options here. We suggest you first start by reaching out to your Case Concierge so he or she can help you find material that's a good fit. Your Case Concierge is essentially your account manager; they're trained on our material and helping professors have the best (and easiest) Real Time Cases experience altogether.

Case Request Process
If you're interested in requesting a specific case, please feel free to fill out our Case Request Form.

The case request form allows instructors to request cases. The form is the best way to get the ball rolling on content specially tailored to your course. Once you fill out the Case Request Form, a Content Acquisition Specialist will reach out to you.

Can I request a case?

Case Request Process
If you're interested in requesting a specific case, please feel free to fill out our Case Request Form.

The case request form allows instructors to request cases. The form is the best way to get the ball rolling on content specially tailored to your course. Once you fill out the Case Request Form, a Content Acquisition Specialist will reach out to you.

How do I find student deliverable submissions?

When you create you assignment, you have the option to toggle "Require Document/PDF Assignment Upload." If you have done so, the students will be responsible for uploading their responses to our platform at the "Due Date" that you designate. What's the benefit of using our platform instead of your own Course Management System?


    Great question! By allowing your students to upload their responses, you are providing students with the capability to submit their ideas to the company. Additionally, you're enabling students to be recognized by the company for their work, which has resulted in job/internship opportunities, stipends, and various other benefits.

To access the deliverables, please follow these steps:



  1. Click "Courses" on the left-hand navigation menu

  2. Click the Course Title of the course that you're working on

  3. Click the Case Title of the case that the students submitted their responses

  4. Click "View Student Submissions" or "Download Student Submissions" in the case pop-out

    • View Student Submissions: This will allow you to view each student submission one at a time

    • Download Student Submissions: This will download all the student submissions in a zip file



Can I purchase material not assigned to my class?

Of course! That's facilitated by Real Time University. If you're interested in checking out company material and learning beyond the classroom, we encourage you to do so! There are many benefits associated with working on Real Time Cases. We feature over one hundred different cases based on over three dozen companies in different industries. Working on Real Time Cases can give you the experience and credibility you need to knock an interview out of the park and solidify the position. In addition, we're confident that our material will better prepare you for the professional work environment by simulating what it's like to receive real assignments from top-level management at some of the coolest startup, high-growth, mature, and public companies around. If you're interested, please follow these steps:

  • Hit "Real Time Partners" on the left-hand menu

  • Choose a partner company you're interested in working with

  • Peruse the case titles for prompts you may be interested in

  • Email support@realtimecases.com for more information about the material

  • Request a special package tailored to you!


**For an additional cost, you can request to work with a Real Time Team member on developing your skills**

Where do I submit my completed assignments?

Most faculty require their students to submit a deliverable in order to pull the case together. If you're unsure if there's a deliverable component to your case assignment, check the field labeled Assignment and/or Instructions once you click into the case itself. You can follow these steps to both check if there is an assignment and submit your deliverable:



  1. Click Courses on the left-hand menu

  2. Click the name of the course you're working on

  3. Click the card with the name of the case you're working on and the case page will load

  4. If you scroll down and there's a green button that says, "Upload Case Response," a deliverable of some sort is required for the case

    • If you're unsure if you have a deliverable assignment, check the section titled, "Assignment and/or Instructions" for more info

    • If you're still confused, we suggest reaching out to your instructor directly



  5. Click Choose File and search for the file on your computer

  6. Click Add More if there are additional files you'd like to upload

  7. When you're done attaching files click Submit


Troubleshooting:



  1. I know I'm supposed to upload an assignment but the "Upload Case Response" button isn't appearing

    • Check the Due Date. If that date has passed, you're no longer able to upload through the Real Time Platform. Please reach out to your instructor directly.



  2. My files aren't attaching properly

    • We suggest using PDFs. If you're trying to upload a document (.docx, .doc, .xlsx, .xls...etc.) we suggest converting it to a PDF before uploading it. This will ensure the easiest upload process and the maintenance of the formatting.



  3. I am having other issues finding the place to upload my case response


Issue processing payment or loading checkout

Real Time Cases uses Stripe at their payment processor. First and foremost, Stripe is compatible with mobile devices and tablets but we suggest that you use a personal computer or a laptop when you want to process your payment. If you're using a computer or a laptop and still experiencing issues, we suggest that you start off by looking through these troubleshooting solutions. If you've received a notification that says... “We apologize. Your card has been declined. Please use another card or check with your bank/credit card provider for assistance.”



  1. Please make sure your Credit Card information has been entered correctly (including the CC Number, CVC Code, and Expiration Date).

  2. If you have verified your information, we suggest that you reach out to your Bank or Credit Card issuer. In some circumstances, your bank/issuer declines the payment since it's out of your ordinary purchasing habits. Once you authorize the purchase/us as a resource, you should be able to process the payment without a problem.

  3. If neither of these help resolve the problem, please reach out to support@realtimecases.com


"Sorry, something went wrong."


    This issue stems from one of two problems...


  1. Your CC information has been entered improperly or the purchase has been declined. Again, please make sure your Credit Card information has been entered correctly (including the CC Number, CVC Code, and Expiration Date). If you have verified your information, we suggest that you reach out to your Bank or Credit Card issuer. In some circumstances, your bank/issuer declines the payment since it's out of your ordinary purchasing habits. Once you authorize the purchase/us as a resource, you should be able to process the payment without a problem.

  2. There is an issue in our database that is out of your control. You must contact us via support@realtimecases.com so that we can work with our development team on fixing everything as quickly as possible.


"Sorry, there was a problem loading checkout. If the problem persists try using a different browser."



  • This notification indicates that you were not able to load the Stripe Checkout API. Stripe is compatible with almost all hardware and all regular Internet browsers. In some circumstances, your device or browser may be blocking specific APIs (especially if you're using a public computer on a secured/school network). This is a complex issue and we suggest using another device to complete the registration process. None of the other platform functionality should be an issue. If these troubleshooting steps don't work, we're always available so feel free to contact us via support@realtimecases.com or (703) 672-3944.

How can we help you?

Welcome to our service and support center. Please let us know how we can help and we’ll get back to you via email shortly.

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