Information Technology Service Level Agreement (SLA) for the Classroom and Event Technology Group (CETG)

Contents:

I. Supported Services

II. Service Limitations and Exclusions

III. Non-Performance

IV. Service Assurance

V. Costs

VI. Approvals

Appendix A: Westchester Support

I. Supported Services

The Classroom and Event Technology Group (CETG) provides three major categories of services to the Stern School of Business (Stern) user community.  The Stern user community, hereby referred to as ‘clients’ are composed of the Stern faculty, administrative personnel, staff, and those sponsored by members of the cited user groups.

• Classroom Services: offers audio, visual and recording services within the forty classrooms located throughout the Stern complex.  On-campus classrooms span the Tisch Hall, Henry Kaufman Management Center, and Shimkin Buildings.  Two off-campus classrooms are located in Stern’s Westchester site.  For support provided in Westchester, please review Appendix A: ‘Westchester Support’.
• Special Event Services: offers audio, visual, and recording services for use in the larger Stern venues for large and non-academic events. Certain Special Event services are available for departmental conference rooms.
• Consultation Services: offers assistance in the planning and coordination of special events. 

Service Description
This SLA describes Stern IT’s commitment to provide the following services:

• Ongoing and Recurring
• Media Equipment Setups
• Recording Services
• One Time and Ad Hoc
• Training
• Call Escalation
• New Equipment and Upgrades 

Processes and procedures related to this agreement:

• Media Equipment Setups — Requests for classroom or special event services should be directed to Stern’s online CETG Request System (http://w4.stern.nyu.edu/it/cetg/requests). Any media equipment that is requested must be reserved at least three business days (72 hours) in advance of the time needed to guarantee timely arrival in the requested room.  Requests must include requestor name, location, equipment and date / time needed.
• Recording Services — Requests for recording should be submitted to Stern’s online CETG Request System at least three business days (72 hours) in advance of the session to be recorded in order to guarantee equipment and resource availability.  Requests for event recordings which require CETG personnel on-site should be arranged through Consultation Services.
• Consultation Services – CETG personnel are available to assist with event technology planning and coordination. This includes both specific recommendations on how to use Stern in-house AV equipment as well as recommendations to external resources should the need arise.  Consultation services are available by contacting the Stern IT Help Desk http://helpdesk.stern.nyu.edu/.

• Classroom Assistance —In most cases, once a problem is reported, CETG support staff will be in the classroom within five (5) minutes of receiving the call.  If the equipment problem cannot be fixed within 10 minutes of technician arrival, IT staff will provide comparable equipment (if available).

• Training – Faculty are strongly recommended to take the in-depth training provided by the Center for Innovation in Teaching and Learning (CITL). On an ad hoc basis, Stern CETG will provide brief ‘just-in-time’ training for media equipment available on Stern premises on request. This training is a “light” version of training and should in no way be construed as a full substitute for the training that CITL provides. CITL can be reached at x80919 or citl@stern.nyu.edu.

This SLA does not cover the following services:

• Professional Digital Services including Post-Production – Please contact NYU TV Center (x85168).
• Off-campus related services – Please contact NYU Campus Media (x82655).
• Computer/Application Training or Extensive Instruction – Please contact CITL (x80919).

• Loaner laptop for special event use – Please refer to the Stern IT Help Desk (x80180).

• Guest network login accounts – Please refer to the Stern IT Help Desk (x80180).
• Software acquisition – Please refer to Stern Information Technology (x81070).
• Furniture acquisition – Please contact Facilities and Construction Management (x81001).
• Streaming Media Services – NOTE: The SLA for these services is currently under development. In the interim please contact the Stern IT Help Desk (x80180) for assistance.
• “Live” Webcasting Service – Streaming of real-time or live content to multiple listeners.
• “On-Demand” Service – Stored content accessible via a link for direct usage.
• “DualCast Streaming” Service – Combination of both “Live” and “On-Demand” streaming.

Service Level Objective
The Stern Classroom and Event Technology Group will successfully deliver on media and AV requests with a 99% success rate.  Different response levels for task completions are determined by priority level as defined below.

Target Response refers to the time it will take for the CETG team to make first contact with the client.
Target Resolution Time refers to the time it will take to resolve the problem/incident.

Both the target response and resolution times are dependent upon conditions listed under ‘Other Limitations’ found in section ‘II. Service Limitations and Exclusions’ of this document.

Service Availability
Operating Hours:

Core hours (excluding University holidays*):

Mon. – Fri.:  8:00 a.m. – 10:00 p.m.
Sat. & Sun.:  8:00 a.m. – 6:00 p.m.

Academic year summer hours:

Mon. – Thu.:  8:00 a.m. – 9:00 p.m.
Fri.:  8:00 a.m. – 8:00 p.m.
Sat. & Sun.:  9:00 a.m. – 5:00 p.m.
*NOTE: CETG services will be available when classes are scheduled during University holidays.

Client Responsibilities

• A valid NYU ID card, Stern account username, and password.
• Client must be Stern faculty, administrative, or staff. Students may only request CETG services through a sponsoring member from one of the above groups.
• Provide complete and accurate information when making the CETG audio/visual (AV) request for a class or special event. The following must be provided:

  Course name, number and section if applicable

  Requestor name and phone number

  Support and/or equipment requested

  Date and time of equipment neede

  Building and room number

• Provide accurate billing information when a university budget account number is used to pay for services rendered.
• To provide immediate notice to cancel a CETG request.
• Faculty using enhanced classrooms will need to contact the Center for Innovation in Teaching and Learning (CITL) for training on the classroom’s technology.

• Maintain professional conduct should technical problems arise where CETG personnel are deployed onsite to assist or resolve.
• Good Citizenship Feedback: The Service Recipient will provide the service provider with satisfaction feedback at the conclusion of each service rendered.  Feedback information will be used to evaluate and manage service continuity.

How to Access the Service
To ensure service, please initiate your request at least 72 hours before the class or event. Service requests for CETG support are made through the online Request System at http://w4.stern.nyu.edu/it/cetg/requests.

• For classroom or special event AV requests that start within 72 hours, contact the Stern IT Help Desk (x80180) to arrange for manual scheduling of your request.
• A follow-up email detailing the request information should be sent to the IT Help Desk (helpdesk@stern.nyu.edu) to finalize the late request. 
• Please note that same day requests cannot be guaranteed Every effort will be made to fulfill such requests on a first come, first served basis after the advanced scheduled commitments have been completed. Any additional costs incurred in meeting requests of this nature will be passed on to the requestor.
• Consultation services are available upon request from the CETG group.  Please arrange for AV consultation services through the Stern IT Help Desk at (x80180) or helpdesk@stern.nyu.edu.

Additional contact information:

• Email: cetg@stern.nyu.edu
• Phone: 212-998-0180
• Walk-In: Shimkin UC-120

II. Service Limitations and Exclusions

Scheduled Events that Impact Service Availability

Daily equipment inspections are performed in all classrooms and special event venues prior to the start time.  Evening equipment shut downs are performed on a nightly basis. 

An annual inspection is conducted in August of each year covering all Stern classroom and special event AV equipment .Upon detection of equipment malfunction, the CETG group will repair or replace malfunctioning equipment with an appropriate substitute before the commencement of the Fall Semester.

Other Limitations
The CETG group cannot guarantee service levels when faced with circumstances beyond our control.  This includes, but is not limited to:

• Natural or man-made disasters
• Fire alarms
• Electrical outages or disruptions
• Building construction
• Equipment failure related to abuse

Exclusions

• The Stern CETG group will not provide support services for equipment that is not owned by the CETG group. 
• Any external or personal equipment installed and provided by the client will not be supported. 
• No support services will be offered to external parties not affiliated with or sponsored by the Stern School of Business.
• The Stern CETG group does not provide any type of equipment loans for use by our clients. 
• The Stern CETG group does not provide classroom assistance to non-Stern classrooms.

III. Non-Performance

The successful implementation of this agreement depends upon all owner parties’ full execution of responsibilities detailed in the document. This section lays out what constitutes non-performance and its consequences.

Service Provider

Non-Performance
Failure of the CETG group to meet or exceed the specific service level targets listed in Service Level Objectives will signify non-performance of stated responsibilities.

Consequence
Immediate escalation to the Director of Client Services with recommended corrective actions to take place.

Client

Non-Performance

• Failure to comply with the specified Client Responsibilities
• Unauthorized tampering with provided AV equipment
• Consistent inaccurate information placed through the CETG Request System
• Consistent failure to place CETG requests within the established 72 hour lead time
• Consistent failure to cancel CETG requests when events are ‘no-shows’

Consequence
Releases service provider from fulfilling future obligations to that client.

IV. Service Assurance

Stern IT will assign a Project Liaison for this service. The Project Liaison may be contacted via telephone or e-mail during regular business hours to address any problems or concerns related to the service provided.

Stern IT will provide a standard set of reports to measure performance against this Service Level Agreement as outlined below. These reports will be presented to IT Management, the Stern Technology Advisory Committee and posted on-line on the Stern IT website.

V. Cost

The following costs are derived from the NYU Campus Media ‘Classroom Services’, NYU Campus Media ‘Events Media Services’, and TV Center groups. These costs are for client reference only and are included here to provide an estimate of the cost involved in the tasks that the CETG team carries out. Clients will not be charged.

VI. Approvals

Stern IT

Stern Administration

Appendix A:  Westchester Support

            The Stern CETG group does not provide on-site technical support for the two classrooms located at the SUNY Purchase University.  To request assistance with these classrooms, please contact the following resources:

• SUNY Purchase College Technical Support Helpdesk:
• https://www.purchase.edu/departments/cts/helpdesk.aspx
• Stern MBA Langone Program Westchester Office:
• http://w4.stern.nyu.edu/academic/affairs/langone.cfm?doc_id=6274

The Stern CETG group does offer classroom recording services in the two classrooms.  To request this service, please follow the same procedures listed in ‘How to access the service’ under the ‘Supported Services’ section of this Service Level Agreement.  Make sure to select the accurate Westchester classroom from the list of classroom locations.