Policy Breakdown + Chat Lag Fix


As a startup that’s blazing a trail in education technology, we frequently find ourselves uncovering new problems and adjusting our priorities as new data and learnings come to light. At the same time, we know that these policies can be tough to keep track of!

To ensure everyone is on the same page with what is expected of them, we have created the Yup Policy Breakdown. This infographic organizes all of the bonuses and penalties that Yup Tutors can receive into a one-page resource:

In the spirit of learning, improving, and evolving, we’re also taking this opportunity to introduce some updated policies which are a result of feedback from both users and tutors. These changes, which you can find in the above guide, are as follows:

– New bonus opportunities for positive student feedback
– New thresholds for response speed bonuses and penalties
– New maximum absolute totals and minimums for key tags

Check out the links provided on the right-hand-side of the policy page for more details.


Many of you have reached out to us with concerns about a bug that was affecting Tutor Dashboard response time, especially when typing in the chat box. We are happy to report that the Engineering Team was able to push out an update this morning that should address the issue. Let us know if you continue experiencing the lag, or if you notice other issues. See the Bug Reporting document for instructions.

Keep up the great work, and as always, let us know if you have questions or concerns about this post by emailing tutor.support@yup.com.

— Team Yup

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Gap Clarification Updates

Recently, we introduced a feature that asks students if they have started solving or previously solved a problem similar to theirs. Now that this information is available to tutors via the Tutor Dashboard, we will be updating the way we assess rubric standard 1.1, which asks “Did the tutor figure out where and why the student was stuck?”


Going forward, you will be expected to ask the student about their progress only if one of the following is true:

– The student’s response to Started Problem is Yes, but they didn’t upload any work

– The student’s response to “Started Problem” is N/A

When a student responds “No” to “Started Problem” or responds “Yes” and submits work to the Yup Bot, we consider the task of finding where the student is stuck to be complete. At this point, start figuring out why the student is stuck by probing their existing knowledge!

We would like you to continue asking about “why” the student is stuck regardless of how the student responds to these questions (although we strongly suggest that your questions reflect the student’s answer to “Done Similar Problems”.)

In a recent tutor survey, we were pleased that many of you reported utilizing the answers to these questions to ask more targeted questions in the gap clarification phase. (For example, asking the student how their problem differs from others they’ve solved if they indicate having solved similar problems previously.)

Check out the infographic below for a visual guide to navigating Gap Clarification Phase going forward:

As always, let the Operations Team know if you have any questions about these changes by emailing tutor.support@yup.com.

Happy tutoring!

— Team Yup

Create your own user feedback survey