Instructional Videoconferencing Service Level Agreement 2017/19

1 General Overview

This is a Service Level Agreement (“SLA”) between the campus community and the Information Technology Services Division (ITS) to document:
  • The technology services ITS provides to the campus
  • The general levels of response, availability, and maintenance associated with these services
  • The responsibilities of ITS as a provider of these services and of clients receiving services
  • Processes for requesting services
This Agreement is valid from July 2017. Review is every two years, or as otherwise needed.

2 Service Description

2.1 Service Scope

Instructional videoconferencing at UCSC involves two-way live, real-time video and audio of classroom presentations with participants in remote location(s). Three classrooms at UCSC are equipped with the high-quality, compressed video and audio technology that instructional videoconferencing requires.

ITS will provide instructional video conferencing services as described in this SLA for regular scheduled courses listed in the current quarter/year course catalogue and meeting in Registrar Controlled classrooms on the main Santa Cruz campus.

Instructional video conferencing equipment is currently available in 3 registrar-scheduled classrooms on the main UCSC campus. The UCSC University Extension campus has additional classrooms not covered under this SLA. ITS CRM supports the classrooms at University Extension in a manner consistent with their local needs and available resources.

In a classroom setting, videoconference technology is used to advance the instructional mission of UCSC. It is currently a policy of UCSC that distance education must involve synchronous communication. Videoconferencing technology used for teaching and learning in classrooms will be referred to in this document as “instructional videoconferencing.” In non-instructional conference room settings, videoconferencing equipment is generally used for meetings (e.g., to allow users to further their peer collaborations, conduct administrative meetings, or interview prospective candidates for positions at UCSC). Non-instructional videoconferencing is not covered in this SLA.

Instructional videoconferencing is supported in the following locations:

UCSC Main Campus
Jack Baskin Engineering 156
Engineering Building 2 192
Engineering Building 2 194

The UCSC videoconferencing classrooms are capable of connecting with other sites across the state, nation, and the world. (NB: remote sites must be equipped with compatible standards-based videoconferencing technology).

In certain approved circumstances, other non-instructional videoconferencing rooms may be used to support instruction. These locations include:

FITC McHenry 1336
Kerr Hall 61
Kerr Hall 212
Communications Building 143
2300 Delaware 138A

These locations may have more limited hours of availability than the distance education classrooms.

Portable videoconference equipment may also be available for delivery to other instructional spaces.

NB: when technical difficulties occur, troubleshooting can be complicated and time consuming because the problem may involve a failure in the network, in the room systems, or in the videoconference unit itself. Repairs can result in a significant delay to instruction or may even require the instructor to cancel the videoconference portion of the class entirely (sometimes for multiple days).

2.2 Assumptions

  • Services provided by ITS are clearly documented in the ITS service catalog.
  • Major upgrades will be treated as projects outside the scope of this Agreement.
  • Funding for major updates will be negotiated on a service-by-service basis.
  • Changes to services will be communicated and documented to all stakeholders via the change notification process.
  • Service will be provided in adherence to any related policies, processes and procedures.
  • Scheduling of all service related requests will be conducted in accordance with service descriptions.

3 Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder

Title / Role

Contact Information

Bruce Horn

Classroom Operations Service Manager

bhorn@ucsc.edu

Divisional Liaisons

Division

Scotty Brookie

Arts

scotty@ucsc.edu

Peter McMillan

Director Client Relationship Management

peterm@ucsc.edu

Andrea Hesse

Director Academic Divisional Computing

ahesse@ucsc.edu

Stephen Hauskins

Physical and Biological Sciences

hauskins@ucsc.edu

Tim Gustafson

School of Engineering

tjg@ucsc.edu

Mike Edmonds

Social Sciences

medmonds@ucsc.edu

*NOTE: Availability is defined in Section 4, Hours of Coverage, Response Time, and Escalations. Cell phone numbers are not to be used during working hours unless specified in this section.

3.2 ITS Responsibilities

ITS’ responsibilities and/or requirements in support of this Agreement include:
  • Meet response times associated with the priority assigned to incidents and service requests.
  • Generate reports on service level performance.
  • Provide appropriate notification to Customer for all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communication Manager.
  • Implement defined processes to deliver these service levels

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:

  • Initiate a service request and provide contact information with other site(s).
  • Availability of customer representative(s) when resolving a service related incident or request.
  • Communicate specific service availability requirements.

4 Requesting Service

4.1 Scheduling: Instructional Videoconferencing

To schedule Instructional Videoconferencing, please use the process and timelines developed by the Registrar’s Office for each Academic Quarter. (For more info: http://registrar.ucsc.edu/).

ITS Learning Technologies should be notified of upcoming courses requiring videoconference support when those courses are scheduled with the Registrar and no later than the due date that the Registrar designates for “late additions” to that quarter's courses.

When ITS staff availability is limited, priority will be given to courses that adhere to the Registrar's timeline.

If ITS is notified of courses that are added or whose technical requirements change after the Registrar's late additions date, those courses will be supported to the extent that staffing is available. Because videoconferencing requires technical and logistical coordination with staff at remote sites, hiring and scheduling of student staff, and other tasks, videoconferencing support may not be available for the first class meetings of courses with late additions or last minute changes.

4.2 Service Requests: Instructional Videoconferencing

See the ITS and Campus SLA for standard methods of contacting ITS for service.

For Urgent In-Class Response

Phone Call ext. 9-5858 (831-459-5858) from 7:30 AM to 5:00 PM
Phone (after 5:00 PM): call campus dispatch at ext. 9-4857 (831-459-4857) and ask for after hours message relay to the Instructional Technologies department. 


5 Hours of Coverage, Response Times & Escalation

5.1 Hours of Coverage: Instructional Videoconferencing

UCSC Campus
8:00 AM - 8:00 PM Monday-Thursday (student technicians remain until the class has ended)
8:00 AM - 5:00 PM Fridays

5.2 Incidents

5.2.1 Incident Response
See the ITS and Campus SLA. 

5.2.2 Prioritization
See the ITS and Campus SLA. Additionally, ITS will prioritize incoming incident requests as “urgent” priority if it meets any one of the following criteria:

  • Significant impact on the delivery of instruction.
  • Significant or lasting impact on student academic performance.
  • Significant risk to safety, law, rule, or policy compliance.
  • Significant risk to the public service mission of the University.
  • Significant risk to the public image of the University.

5.2.3 Service Request
See the ITS and Campus SLA.

5.3 Escalation

See the ITS and Campus SLA.

5.4 Information

See the ITS and Campus SLA.

5.5 Other Requests

Requests for service features and functions not yet implemented can be submitted though IT request.

Consultation on new equipment and upgrades and mobile installations (occasional use)
Videoconference equipment is subject to rapid obsolescence. For this reason, new equipment is required periodically. The ITS-Learning Technologies unit is interested in receiving input on any feature upgrades that users might want or need. Please contact Jeff Wagner (831-459-5418; jswagner@ucsc.edu).

Recommendations on future installations
It is also predictable that growing use of videoconferencing in general will result in a need for additional locations to have such equipment available. Please contact Jeff Wagner (831-459-5418; jswagner@ucsc.edu) for consultation if you have a specific location in mind for a future videoconference installation (pending budget availability).

5.6 Service Exceptions to Coverage

Exception Parameters Coverage
University Holidays N/A No Coverage
Furlough/curtailment N/A No Coverage

6 Maintenance and Service Changes

The Change Management process within ITS minimizes unintended service disruptions or other impacts to the campus as a result of changes in the production environment. ITS does this by monitoring, managing, and evaluating changes to maximize the service benefits to the customer, while minimizing the risks involved in making those changes.

All IT related service maintenance and outages are published in the Schedule of Changes located on the ITS Maintenance Calendar. This Schedule of Changes currently serves as the official schedule of change for ITS. Scheduled maintenance is not included in the calculation of availability metrics.

Campus units are responsible for monitoring the Schedule of Changes to notify ITS of forthcoming local events with ITS dependencies. In most cases, the ITS Communication Coordinator is responsible for communicating service changes to the ITS Division, service groups, and to the campus as necessary.

There are three categories of service changes:

  • Planned Maintenance: Planned service maintenance is approved work that is planned and scheduled at least two weeks prior to the change. The ITS Communication Coordinator will communicate (as needed) to the appropriate audience a minimum of one week prior to the scheduled change.
  • Unplanned Maintenance: Unplanned service maintenance is priority work that is unplanned due to an urgent repair to prevent failure. Unplanned service outages will be given priority (and communicated immediately) on a case-by-case basis depending on the type and urgency of the service failure.
  • Emergency Service Change: An emergency service change is defined as a service failure that affects the entire campus or significant number of users that requires immediate repair. The ITS Communication Coordinator reports all emergency service changes to the appropriate people in ITS and determines necessary communication steps. Emergency service announcements are communicated usually the day of the service failure. Off-hours service failures will be communicated the following business day.
Major upgrades to a service will be treated as projects outside the scope of this service level agreement. Funding for major updates will be negotiated on a service-by-service basis.

7 Pricing

7.1 Rates Process

For all activities that have been identified as having a campus-wide impact on recharge goods and services not competitively obtainable elsewhere, a full recharge rate packet must be submitted to the Direct Costing Committee containing all applicable templates.

More info at: http://planning.ucsc.edu/budget/rechargerates.asp

7.2 Charges

A complete list of current recharge rates is available at: http://its.ucsc.edu/special-events/rates.html

7.2.1 Instructional Videoconferencing recharge rates are:
Student Technical Support hourly rate: $16.00

*This cost is billable to the division requesting an in-class student technician to be present during instruction


8 Reviewing and Reporting

8.1 System Performance and Availability Reporting

Annual reports on the percentage of successful instructional videoconferences will be published.

8.2 SLA Reviews

The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Designated Review Owner: Bruce Horn, Classroom Operations Service Manager
Previous Review Date: July 2017
Next Review Date: July 2019

This Agreement will be posted to the following location and will be made accessible to all stakeholders:

Document Location: http://its.ucsc.edu/sla/


9 Approvals

The Divisional Liaisons and ITS Senior Managers approve this document. This document is then published on the ITS Service Catalog web site along with other service level agreements. Service level information is integrated into the service page in the ITS Service Catalog.