Television Programming Service Level Agreement 2019/2021

1 General Overview

This is a Service Level Agreement (SLA) between the campus community and the Client Relationship Management (CRM) and Learning Technologies (LT) units of ITS to document:

• The Television Programming Service
• The general levels of response and availability associated with the service
• The responsibilities of CRM as a provider of the service
• The responsibilities of LT as a provider of the service
• The responsibilities of the clients of the service

This Agreement is valid from July 2019. Review is every two years, or as otherwise needed.

2 Service Description

In coordination with Colleges, Housing and Educational Services (CHES), CRM/LT delivers television programming to UCSC residents. Additionally, CRM provides student delivered support to students living on campus while LT provides support to all non-residential spaces receiving cable service.

• The Residential Network unit (ResNet) for addressing local issues in student residences: http://its.ucsc.edu/resnet/
• The Learning Technologies unit for addressing local issues in all non-residential spaces.
• The Media Systems Engineering unit for maintenance and troubleshooting of television infrastructure.

2.1 Service Scope

The Television Programming Service covers the delivery of signal and content to all student residences and many spaces throughout the campus.

Per our contract, television programming cannot be offered in areas that are generally accessible to the commercial public, such as restaurants, theaters and pubs.

Programming is delivered either by cable or by TV over IP. More information about these two delivery methods is made available by ResNet at: http://its.ucsc.edu/resnet/cabletv/index.html

3 Roles and Responsibilities

3.1 Parties

The following are the primary stakeholders associated with this SLA:

3.2 ITS, LT, and CHES Responsibilities

ITS provides:

• Service coordination and management
• Local support to students residences through its ResNet unit
• Online help pages
• Stock of spare parts, converter boxes, etc.

LT provides:

• Delivery of signal to all student residences
• Delivery of signal to many other locations
• Local support for non-student residences and spaces
• Vendor liaising for escalated issues
• Stock of spare parts, converter boxes, etc.

CHES provides:

• Agreements and communication with current and prospective residents
• Access to resident’s rooms (with resident’s permission) for troubleshooting
• Limited funding for television infrastructure (details available from the Budget and Resources Management unit)

3.3 Client Responsibilities

Clients must complying with campus and UC policies, available at: http://its.ucsc.edu/policies/

4 Requesting Service

Help with this service is available:

• By email: help@ucsc.edu
• By Phone: 459-4357 (HELP)
• In-Person: College 8, Room 258; Stevenson College (Backside of the Stevenson Library Bldg, next to the Linguistics Lab)
• On the Web: itrequest.ucsc.edu

5 Hours of Coverage

For all requests, the ITS goal is to have a staff member assigned and acknowledge requests within 4 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the Academic year.

5.1 Hours of Coverage

Television programming is available at all times except during scheduled maintenance. ResNet is staffed M-F, 10AM to 5PM.

5.2 Response Times

Meaningful response to incidents will occur within eight business hours; request fulfillment within 10 business days.

5.3 Escalation

ResNet addresses issues related to user settings, software, and configuration, and escalates other issues to the Media Systems Engineering unit of Learning Technologies.

6 Maintenance and Service Changes

The Director of Housing Services will be informed one week prior to any planned maintenance that will affect television programming. Campus clients will be notified via normal channels, including email messages from ITS.

7 Pricing

This service is covered by residents’ housing fees.

8 Reviewing and Reporting

This agreement is valid from July 2017 and will be reviewed every two years or as otherwise needed. The Director of CRM is responsible for facilitating regular reviews of this document.

Next Review Date: July 2021