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Media Services - Service Level Agreement

Updated 8/10/2012

  1. Purpose
  2. Term and Scope of Agreement
  3. Media Services Responsibilities
    • On-site Support
    • A/V Systems Maintenance and Planning
    • Video Conferencing Support
    • Video Production
    • A/V Solutions Consulting
  4. Hours of Support and Availability
  5. Response Time 
    • Normal Service Calls
    • Emergency Service Calls
    • Exceptions
    • Technician-On-Hand
  6. End User Responsibilities
    • Training and Planning
    • Requesting Media Services Support
      • Technician Support for On-Campus Events
      • Audio-Visual Equipment Loans and Setups
      • Video Duplication
      • Lecture Recording Conversion
    • Reporting Problems


1.0  Purpose

This agreement establishes the level of technical support provided by the Media Services division of Samuel Merritt University (SMU) Information Technology Services (ITS). It identifies the roles and responsibilities of both Media Services staff and the Samuel Merritt University, Alta Bates Summit Medical Center’s user communities with the goal of improving services offered. Both parties understand that this is a general document and that circumstances not anticipated by this agreement may arise.

2.0  Term and Scope of Agreement

ITS Media Services and the SMU user community agree to work together with mutual respect and courtesy. This agreement shall be updated and renewed annually. Media Services is not responsible for any technology resources not specifically addressed in this agreement.

3.0  Media Services Responsibilities

The primary goal of Media Services is to serve the academic interests of the University, Alta Bates Summit Medical Center (ABSMC), and support for service offerings of the Health Education Center (HEC).

Non-academic events (any which do not directly correspond with SMU academic course sections) must be scheduled through the HEC.  Audio/Visual (A/V) support services for non-academic events are billable to external (non-Sutter Health affiliated) groups, based on time, materials, and scope of work. A/V support services for ABSMC facilities may be scheduled through the HEC with the understanding that academic support and standard University operations are given top priority.

ITS Media Services supports, maintains, and repairs all Samuel Merritt University-owned, classroom-based audio-visual technology, except for classrooms that are classified as “Computer Labs.” SMU computer labs are covered under the ITS service level agreement, found at:

Media Services maintains a stock of audio-visual equipment that is intended for academic use or for use in rooms that are not equipped with A/V technology. Media Services also provides video recording and video duplication services for faculty use in the classroom environment.

3.1 On-Site Support

ITS Media Services will provide on-site support of A/V technology installed in all SMU campus classrooms, conference rooms, video conferencing rooms, simulation suites, and other A/V equipped rooms (except for computers in classrooms classified as  “Computer Labs”).  In addition, on-site support is extended to a limited number of presentation rooms located on the ABSMC Summit Campus.  This support is offered during normal business hours unless otherwise scheduled in advance.

Please note that Media Services can only assure operability of technology equipment that is owned by Samuel Merritt University. Due to the wide array of technology available, Media Services cannot guarantee the compatibility of Samuel Merritt classroom technology with technology from other sources, including personal computers and mobile devices. While Media Services makes every effort to assure the functionality of classroom based technology, it is not possible to guarantee 100% reliability. There will be times when the removal and repair of equipment will be necessary. With this in mind always plan classes, lectures and functions with a “back-up” or alternate plan. Media services will be happy to assist you with planning.

3.2 A/V Systems Maintenance and Planning

ITS Media Services is responsible for maintaining the health and proper functionality of all SMU-owned A/V equipment.  This includes proactive replacement of consumable parts and routine system health assessments.  Media Services engages in technology planning to coordinate timely replacement of aging equipment, implement new innovations into presentation rooms, and maintain system standards for design and ease-of-use.

3.3 Video Conferencing Support

ITS Media Services provides technical support for Cisco-Tandberg video conferencing solutions owned and operated by SMU.  It is recommended that video conferencing events be scheduled in advance to ensure availability of facilities and adequate preparation time for support personnel.

3.4 Video Production

Video recording services are available for academic events during normal business hours. Requests by faculty, staff, and students for recording of on-campus events will be honored based on the availability of a Media Services technician.

Faculty, staff, and students may request duplication of audio or video media for academic use. All media duplication activities are completed in accordance to federal copyright and intellectual property governance laws.

3.5 A/V Solutions Consulting

ITS Media Services will assist faculty, staff and graduate students in choosing the most appropriate audio-visual technology for their needs. Purchases made through the University should conform to Media Services standards whenever possible.

4.0 Hours of Support and Availability

ITS Media Services is located in ground level of Peralta Medical Office Building - 3100 Telegraph Ave. Suite 112, Oakland, California - and may be reached at 510-869-6836 (option 3). Walk-ins are welcome but appointments are strongly encouraged.

Regular Business Hours: Monday - Friday 8:00 AM - 5:00 PM Pacific Time

Requests for support outside of normal business hours should be made at least two weeks in advance and are subject to approval and technician availability.  Media Services staff observe all Samuel Merritt staff holidays.

5.0 Response Time

It is important to note that in the case of both “normal” and “emergency” service calls, removal and repair of equipment may be necessary.

5.1 Normal Service Calls

Media Services will respond to normal service calls within one business day.

To expedite your request, it is important when leaving a voicemail or email message that, to the best of one’s ability, an accurate description of the problem or request is given, including location of the event or incident. It is also important to provide your contact information in the event that more information is needed.

5.2 Emergency Service Calls

Emergency service is defined as service for technical problems that substantially impact users’ abilities to teach or present using technology. Emergency service is available to patrons using SMU-owned facilities and technology. Emergency service calls will be prioritized by Media Services.

Media Services staff will respond to emergency service problems as expeditiously as possible. The goal of Media Services is to resolve (or to facilitate a resolution when other University departments are involved) emergency service problems within one business hour of their being reported.

5.3 Exceptions

Due to the volume of calls during the opening two weeks of the spring and fall academic terms, during final examinations, and in other periods of peak volume, response times may be longer than normal. Media Services staff will inform end users if such an exception is necessary.

5.4 Technician-On-Hand

Media Services provides ‘On-Hand’ services, by which a dedicated technician is present during the entirety of an on-campus event.  Requests for technician-on-hand should be made at least two weeks in advance of the event, and are subject to approval and technician availability.  Support services for non-academic events are billable to external groups, based on total hours of commitment.

6.0  End User Responsibilities

Users can make it easier for Media Services to assist them by doing a few simple things. Department and end user responsibilities include the following:

6.1 Training and Planning

Training is essential to the effective use of technology. Users should become familiar with A/V presentation systems before use.  Training opportunities for faculty members are available by appointment.

It is important, when planning lectures and events, that a “back-up” plan is constructed. Nothing can be considered 100% reliable, technology included. With this in mind, it is essential to have a back-up lecture or event plan that is not dependent on technology. Media Services staff, by appointment, will offer assistance in the construction of a back-up plan if necessary.

6.2  Requesting Media Services Support

Please refer to section 4.0 of this document for Media Services hours of support, availability, and contact information.  Insufficient notice severely limits the ability of Media Services staff members to properly prepare for and execute quality work. Please submit your request for A/V support at least two weeks prior to the scheduled event.

6.2.1  Technician Support for On-Campus Events

When requesting a room on campus for a scheduled event, please inform the facilities scheduling coordinator of resource requirements, including technical services, at the time of booking.

6.2.2  Audio-Visual Equipment Loans and Setups

Requests for A/V portable equipment must be made five business days in advance.

Users must review and sign a “loan agreement” prior to receipt of portable equipment.  Returns of Media Services equipment must be made on time, as others may depend on availability of the equipment in question.

6.2.3  Video Duplication

Requests for video duplication, regardless of length or format, must allow for ten business days to complete the work.

6.2.4  Lecture Recording Conversion

Requests for lecture recording conversions, regardless of length or format, must allow for ten business days to complete the work.

6.3  Reporting Problems

Users should report service problems promptly through proper channels:

Telephone:    510-869-6836 (option 3)

Sending email is accepted but not encouraged. The report should contain the problem’s location, a description of the problem, and a way to contact the person reporting the problem in case further information is required.