Classroom Support Responsibilities

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Overview

This document provides details on how university classroom and conference room technologies are funded and supported.

OIT Position on Space Funding and Upgrades

  1. GUC Spaces (GUC Spaces with technology)
    1. OIT is responsible for upgrading rooms; there is no guaranteed, budgeted money, requests are made from CCTS to central OIT leadership as rooms need to be upgraded; historically upgrades have been completed with one-time money through OIT salary savings or through requests for central university funding.
    2. Moscow campus only – there are 105 GUCs rooms with technology in 103 rooms
  2. Moscow Campus Departmental spaces (Departmental Spaces where CCTS has consulted on or installed AV equipment)
    1. Department pays for everything: integrators/installers, technology and any support contracts
    2. Departments should, whenever possible and after consultation with OIT, use OIT standards for technology in department spaces
    3. OIT consultation time is not charged
    4. OIT recommends that departments develop justifications in support of requests for funding, just as OIT does.
  3. Center spaces (Classrooms Supported on Other Campuses) 
    1. Center pays for everything: integrators/installers, technology and any support contracts
    2. Centers should, whenever possible and after consultation with OIT, ue OIT standards for technology in center spaces
    3. CCTS consultation time is not charged
    4. Center pays CCTS travel for project oversight
  4. CALS Research and Extension spaces
    1. CALS pays for everything: integrators/installers, technology and any support contracts
    2. CALS should, whenever possible and after consultation with OIT, ue OIT standards for technology in research and extension spaces
    3. CCTS consultation time is not charged
    4. CALS pays CCTS travel for project oversight
    5. CALS pays TSP for support travel

OIT Roles and Responsibilities for Classroom Support

OIT Roles and Responsibilities for Classroom Support 

  1. CCTS Roles
    1. Level 1 support assistance (as requested by TSP director) for the first two weeks of the fall semester on the TLC rooms of the Moscow campus. 
    2. Level 2 support of TSPs on advanced troubleshooting  
    3. Coordination of Level 2 support with external partners/integrators. 
    4. Consultation on any project that goes through Purchasing or Facilities 
    5. Letter of agreement for installations completed by CCTS 
    6. Letter of agreement for installations on which CCTS provides consultation with an external vendor where a 90-day warranty is included 
    7. Designing rooms or coordinating design activities with an external partner 
    8. Monitoring GUC and HyFlex classrooms that are on the network, addressing alerts and resolving issues or communicating with TSPs where CCTS cannot resolve the issue immediately 
    9. Training for TSPs on OIT-approved builds at time of commissioning or within one week. 
      1. Two training times will be offered to be able to offer to the maximum number of TSPs 
      2. Training will include forming an understanding of how the classroom systems are wired to ease troubleshooting, several how-to troubleshooting scenarios of common classroom calls, and minimizing needs to reboot the entire system 
      3. Intention of training is to keep Level 1 support troubleshooting time to a minimum 
    10. Off-Moscow campus supervision of complicated builds 
    11. Support for OIT-standard rooms 
    12. Coordination with Facilities 
    13. Communicating with TSPs on any specialty installs in which CCTS is involved 
      1. CCTS will reach out to the TSP group at the beginning of a project to identify who to involve and keep that individual aware of developments throughout 
      2. CCTS will create a TDX KB article related to non GUC installations 
    14. Advising customers when to purchase support contracts 
    15. Verify all GUC classrooms are functional after power outages, network changes, etc.  
  2. TSP Roles
    1. Level 1 support, escalate as necessary for GUC rooms 
      1. Classroom help calls are prioritized and responded to as soon as possible 
      2. Only computer, account, basic power, connectivity and cable connections 
        1. TSP support will be limited to the user interfaces i.e., checking user facing audio/video inputs, user logged in properly, and rebooting the system.  TSPs will not be opening the lectern. 
    2. Level 1 support plus some additional training for non-GUC and offsite rooms 
      1. More in-depth training on specific system installs that differentiate from our standards on the Moscow campus 
      2. More in-depth training on being able to troubleshoot systems installed on other campuses 
    3. Escalation to CCTS for support beyond Level 1 
    4. Understand customer needs for non GUC rooms and forward department contact and collected information to CCTS 
      1. When requested CCTS will verify the best standard solution for simple conference room installs, but the TSP may install the equipment 
    5. HyFlex installs across the state, with instructions created and maintained in a TDX KB by CCTS and virtual assistance from CCTS