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Media Services - Service Level Agreement

1.1 Purpose of the Service Level Agreement (SLA)

The purpose of this Service Level Agreement (SLA) is to provide a clear explanation of the guidelines for classroom and event support provided by the Media Services team to Samuel Merritt University students, faculty, and staff, and to establish expectations for timely response to customer requests for support and resolution of outstanding technical and equipment issues. 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 Samuel Merritt University with the goal of improving the services offered. Any questions regarding this Service Level Agreement should be directed to the Director, Information Technology Infrastructure & Technical Services at 510-250-4192.

This Service Level Agreement establishes guidelines for the classroom, labs, conference rooms and event support provided by the Media Services team to Samuel Merritt University Students, Faculty, and Staff in accord with the University’s missions, goals, and policies.

2.0 Scope of this Service Level Agreement

Media Services is tasked with providing timely support in the following types of University learning spaces:

  • Technology-enhanced classrooms, labs, and conference rooms
  • Fully-equipped ‘smart’ classrooms
  • Distance learning classrooms

Media Services is also tasked with providing event support for the following types of University events:

  • Academic special events
  • On-campus events sponsored by University organizations
  • Off-campus University-sanctioned events

Media Services, in collaboration with the Academic and Instructional Innovation Department, provides support to Faculty, Staff and Students for making videos, photography and podcasts:

  • Faculty presentations to augment Canvas courses or for other course-related purpose
  • Faculty presentations for students for internal use only
  • Student practice or presentation, for example as an assignment

3.0 Support Requests Covered Under this Service Level Agreement

At the following locations:

  • Oakland Campus
    • HEC: Bechtel Hall, Fontaine Auditorium, Atrium, M.A.R.C., Classrooms 103, 104, 105, 201, 220, 221, 311, and 312, Library Study rooms 7, 8, and 9
    • MOB: Classrooms 4001, 4002, 4003, 4004, 4007, 4010, and 4014
    • Peralta Pavilion: Classrooms L800B, L810, L850, L830, L835, L836, L722, and L705, Health Science Simulation Center (HSSC) North and HSSC South, Conference Rooms WP2 Conference Room, 2857 Conference Room, Executive Conference Room
    • Providence Pavilion: 3rd floor Nursing, Conference Rooms 3441 and 3479
    • Anatomy Lab
  • San Francisco Peninsula Learning Center (SFPLC)
    • Classrooms 1, 2, and 3
    • Simulation Labs 1 and 2, Control Rooms 1 and 2, Debrief Room, Skills Lab
    • Video Conference Room
  • Sacramento Region Learning Center (SRLC)
    • Classrooms 1, 2, 3, and 4
    • Simulation Lab, Control Room, Skills Lab
    • Video Conference Room

3.1 Classroom Support Requests:

  • Training on system controls
  • Calls addressing technical or equipment issues
  • Routine preventive maintenance of equipment
  • Equipment replacement and repair

3.2 Event Support Requests:

  • Equipment reservation, checkout, and check-in
  • Equipment delivery, set-up, and retrieval
  • Training on the operation of Media Services-owned equipment
  • Operation of Media Services-owned equipment, as requested

3.3 Media Services Maintenance Responsibilities:

  • Provide preventive maintenance, to include cleaning of projector filters and lamp replacement
  • Replace classroom-installed projectors older than five years
  • Upgrade/replace older/non-working classroom-installed equipment
  • Bring new classrooms online as new construction or space dictates
  • Schedule AV vendors/technicians to address classroom equipment issues, as needed

4.0 Support Requests Not Covered Under this Service Level Agreement

Although Media Services is a part of Information Technology & Services (ITS), Media Services does not support the following requests:

  • PC/laptop troubleshooting (includes classroom-installed computers)
  • Software acquisition
  • Furniture acquisition (with the exception of media desks or lecterns as part of classroom installations)
  • Classroom structural modifications
  • Removable USB Flash Drives / Thumb Drives
  • Encrypted storage devices
  • Media Services and ITS does not provide support for displaying or embedding videos into Canvas and/or Website.

For the above listed items please submit a service request to be routed to the responsible group: https://request.samuelmerritt.edu/helpdesk/newlogin.asp

5.0 Video Production Services

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

These services can be booked by contacting the HEC to book the event and appropriate support services.

Click here to book an event

Faculty and staff may request duplication of audio or video media for academic use. MediaCore is the University’s repository for all recorded content. In the event that you require a physical copy please contact Media Services.

If the video is to be used in Canvas, please contact Academic and Instructional Innovations (A&II) for assistance.

** Media Services and ITS does not provide support for displaying or embedding videos into Canvas and/or Website.

Click here for Media Core

All media duplication activities are completed in accordance to federal copyright and intellectual property governance laws.

5.1 Editing

Media Services provides post-production for SMU faculty, staff, and students.

All graphics, music or other content required for final project must be provided before requested date of production.

Footage shot by Media Services is stored in the Media Core repository.

Media Services will supply requestor with one master copy of a project on DVD. If multiple copies are needed, contact Media Services to arrange for timeline and supplies needed. If projects are to be uploaded to the web or other SMU applications, please contact the IT Department.

Projects will be also be archived in the Media Core repository.

Samuel Merritt University is to provide closed captioning in accordance with our moral and legal responsibilities. http://www.ada.gov/508/508_Report.htm

5.2 Video Conferencing Support

Media Services provides technical support for Cisco Telepresence (Formerly Tandberg) video conferencing solutions owned and operated by SMU. 

Video conferencing events must be scheduled 10 days advance to ensure availability of facilities and adequate preparation time for support personnel. Events are schedule and managed by the Cisco Telepresence Management Suite (TMS).

Click here to book an event

These services can be booked by contacting the HEC to book the event and appropriate support services.

5.3 Scheduling

Video conferencing must be booked by the HEC.

When scheduling a conference in a learning center the conference room must be booked by the site admin.

6.0 Classroom and Event Support Hours

Media Services offers classroom and event support during its normal business hours, which are 8:00am – 5:00pm, Monday – Friday.  Requests for after-hours and weekend support require approval by the Director, Information Technology Infrastructure & Technical Services. 

After-hours and weekend support requests, when approved, will include charges for equipment and personnel as shown on the Media Services Rate statement managed by the HEC.

6.1 Response Times

Media Services strives to respond to classroom support requests the same business day that they are received, whether they are submitted online via http://request.samuelmerritt.edu/helpdesk or made by calling Media Services (ext., x6575)

Requests are entered into the ticketing system and given an “Impact Level” to describe the severity of the problem has for the requestor and the University.

By default, the response time is estimated using the Request Resolution Time table.

6.2 Incident Request Resolution Time

The table lists the different categories of incident requests that are submitted via the Helpdesk Request form on the SMU website. These categories are aligned with estimated resolution times.

These are target time frames that can be affected by the following factors:

  • Contact with the end user.
  • The availability of hardware or software resources.
  • The involvement of outside vendor support.

Incident Request

Resolution Time

Connection to Projector/audio Functionality

Same Business Day

Maintenance/room availability

1 – 2 Business Days

Special Equipment/Staffing request

3 – 5 Business Days

Video post-production

10 – 15 Business Days

If an issue is not being resolved in a satisfactory manner or is not being resolved in a manner that meets the Service Level Agreement outlined in this document, the issue should be escalated to the Director, Information Technology Infrastructure & Technical Services.  

Requests that directly pertain to strategic priorities of Samuel Merritt University or impact business-critical functions should be escalated according to your Division and or Department’s escalation practice.

6.3 Response Time Expectations for Event Support Requests Covered Under this Service Level Agreement

Media Services strives to respond to event support requests by the event deadline established by the requestor; however it is imperative the client make the support request 10 business days prior to allow Media Services personnel adequate time to schedule equipment assets and to ensure timely delivery and set-up.

The Director, Information Technology Infrastructure & Technical Services reserves the right to deny requests for unscheduled event support. Requests for event support should be made directly to the HEC or as part of the reservation process through the HEC Coordinator.

At any time the requestor of classroom or event support services feels their request has not been addressed in a timely or satisfactory manner, the requestor is strongly encouraged to contact the Director, Information Technology Infrastructure & Technical Services, directly, at ext. 6881.  If not available, or if the requestor feels his/her concerns have not been addressed in a timely or satisfactory manner, the requestor may escalate their concerns to the CFO, Greg Gingras at 510-869-1588.

6.4 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.

7.0 Responsibilities Related to this Service Level Agreement

The primary goal of Media Services is to serve the academic interests of the University, 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.

7.1 Customer Responsibilities:

  • Schedule or reserve event support and equipment or assistance at least 5 days prior to the event by calling the HEC or submit an online service request using http://www.samuelmerritt.edu/information_technology
  • Make Media Services aware of equipment or technical issues at the earliest opportunity.
  • Refer to IT SLA for ticketing process workflow

7.2 Training and Planning

Training is essential to the effective use of technology. Users should become familiar with audio/visual 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.

8.0 Changes to this Service Level Agreement

These guidelines for classroom and event support will be reviewed on an annual basis by the Director, Information Technology Infrastructure & Technical Services.  If significant changes to these guidelines are necessary, these changes will be communicated to the University Community.