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Media Technology Services Sevice level agreement with Residence Life

This is a service level agreement between MTS and Residence Life regarding Cable TV Service.

1.0 Purpose of the Service Level Agreement (SLA)
This agreement is between Media Technology Services (MTS), Facilities, and Residence Life. This document is intended to enhance the working relationship between the departments by creating a professional level of understanding and by setting common expectations. Both parties will make every effort to provide the necessary information and service at all times. Both parties agree to hold their staffs accountable to the procedures and expectations documented in this agreement. All parties agree to share plans and anticipated changes for information systems, facilities, resources, internal processes and staffing.

2.0 Scope of this Service Level Agreement
Media Technology Services provides repairs for cable television services in UW-Platteville residence halls and apartments. In addition, MTS provides support for the audio/visual equipment in lounges, conference rooms, and event spaces.

3.0 Responsibilities Related to this Service Level Agreement

3.1 Department of Residence Life Responsibilities
• Training Residence Life staff to use equipment properly.
• Educate residents the importance of using good quality cables to connect their televisions.
• Educate residents regarding the consequences for willful damage, theft or activities interfering with the cable television system.
• Educate residents how to report technical issues to ITS.
• Enforce internal compliance with these policies, restrict unauthorized access, and assist in protecting UW-Platteville resources.

3.2 Training and Presentation Planning

Training is essential to the effective use of technology. Users should become familiar with audio/visual presentation systems before use. 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. To inform potential users of these spaces it is highly recommended that a “Presentation Tips” document be created and sent to users with the confirmation for their event.

3.3 Facilities Responsibilities
• Ensure that staff is made aware of these and FCC policies and guidelines.
• Ensure that there are no unauthorized modifications to hardware or software by anyone other than Media Technology Services or the contract engineer.
• Perform a level of problem “triage”, if possible, before contacting support staff and be able to provide a basic description of the problem or need.
• Enforce internal compliance with these policies, restrict unauthorized access, and assist in protecting UW-Platteville resources.

3.4 ITS Responsibilities
• Ensure cable system is operating within FCC compliance
• Adhere to Residence Life guidelines for entering spaces.
• Provide preventive maintenance, to include cleaning of equipment, evaluation of operational condition, and verifying inventory and security.
• Documentation of systems, software configurations and equipment warranties
• Create a replacement plan for all conference room equipment
• Bring new spaces online as new construction or space dictates
• Schedule AV vendors/technicians to address equipment issues, as needed
• Provide training on installed technology for resident hall staff
• Provide help desk support of issues

4.0 Support Hours
ITS offers support during its normal business hours, which are:
Academic year: 7:30 a.m. – 7:30 p.m. Monday – Thursday, 7:30 a.m. – 6:00 p.m. Friday.
Non-academic year hours: 7:30 a.m. – 5:00 p.m. Monday – Friday.

After hours, Emergency services and support are provided seven (7) days a week, twenty-four (24) hours a day including holidays. During this period, MTS technicians are “on-call”.

4.1 Response Times
ITS strives to respond to support requests the same business day that they are received, whether they are submitted online via or made by calling ITS help desk (ext., x1400) 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.

4.2 Incident Request Resolution Time
The table lists the different categories of incident requests that are submitted via the Helpdesk Request form. These categories are aligned with estimated resolution times. Service will be prioritized according to the impact level.
 Impact Level   Explanation  Examples  Initial Response Time
Impact Level 1

 Campus wide or entire residence hall problem occurs; More than five channels are frozen or “out” Cable signal is out or is weak During Business Hours: Response within 1 hour After Hours: Best Effort
Impact Level 2

 Limited to a particular residence hall wing or floor; More than two channels are “frozen” or “out” Cable signal is out or is weak
During Business Hours: Response within two hours After Hours: Best Effort
Impact Level 3

 Limited to a particular residence hall room or a particular channel;one channel is “frozen” or “out" Cable signal is out or weak or
Response will be within 2 business days After Hours: Best Effort

These are target time frames that can be affected by the following factors:
• Contact with the end user.
• Room availability during business hours.
• The availability of hardware or software resources.
• The involvement of outside vendor support.
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, Media Technology Services. When reporting the problem, please supply the following information.
1. The name and telephone number of the person reporting the trouble. This will allow a repair technician to contact someone familiar with the details.
2. The specific location of the problem (e.g., the building and room).
3. A description of the problem. The more information you provide, the easier it will be to isolate the problem. For example: “The lectern in multipurpose room in Bridgeway Hall is not projecting the presenter’s laptop. All other devices are displaying normally and all cables seem to be connected correctly.”

4.3 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.

5.0 Planning for New or Improved Spaces

5.1 Evaluating Needs
On a yearly basis the Director of Media Technology Services (or their designee) will meet with designated Facilities, and Residence Life staff to outline the main goals of the facility. In addition, the planning phase should address the ways in which new or remodeled systems will serve the ongoing and evolving needs.

5.2 Budgeting

As the needs of the facility are identified, the Director of Media Technology Services (or their designee) will work with other campus departments to develop a project plan, budget, and timeline. The project plan may include outsourcing parts of the project. Outsourcing will only occur when current staffing does not have the expertise or time to provide this service. The project plan will then be presented to designated Facilities, and Residence Life staff for comments and approval.
5.3 IT Prioritization
Projects that meet one or more of the following criteria will need to go through the IT prioritization process for campus approval of ITS resources.
• Work requiring more than 24 hours (3 days of IT time)
• Cost greater than $5,000
• An existing project cost adjustment greater than 25 percent
• Work/impact broader than one campus department or equivalent unit
• Requires coordination across IT
• Involves standing up a new technology or expanding functionality of an existing solution
5.4 Installation and Project Completion
Media Technology Services’ staff will act as the project managers throughout the project. If outsourced vendors are used, MTS will be the liaison between student center staff and the installers. Once all equipment has been installed, MTS will perform any necessary equipment programming, system tests and final system checkout. At the completion of the project, MTS will inventory all equipment, secure it, and keep all the documentation. Training can also be arranged through MTS.

6.0 Changes to this Service Level Agreement
These guidelines for support will be reviewed on an annual basis by the Director, Media Technology Services, the Director of Information Technology Support Services, and designated Facilities, and Residence Life staff. If significant changes to these guidelines are necessary, these changes will be written into this SLA as needed.

Revised 1-29-16  CG

Keywords:cable tv   Doc ID:72287
Owner:Colleen G.Group:UW Platteville
Created:2017-04-03 14:27 CDTUpdated:2019-08-24 11:27 CDT
Sites:UW Platteville
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