Service Level Agreement

Classroom and Lab Support Terms of Service

Day Support:

All classroom and lab technology receives highest priority. During normal business hours (8AM - 4:30 PM)

Evening Support:

For after hours support, please contact the print booth at x6191. Our print booth is staffed by Bryant students who are trained in providing *level one support for classroom and lab issues only. All non-classroom or lab issues must be reported to the Help Desk for next day response.

*Level one support provided by our print booth staff consists of troubleshooting most minor hardware and software issues. Major network and technical issues will be reported to a level two support staff for resolution. Non-critical issues will be attended to the next business day.

Alternate Error Reporting:

All classroom or lab errors should be reported to the Help Desk. For convenience, an error reporting icon can be found on the instructor workstations in the classrooms. This icon is linked to a web based service request form, which is forwarded to the Classlab team.

Software Changes:

Please ensure your software requests are submitted by the requested deadline. Any requests for software installs or changes will not be processed once the semester begins. The due dates are:

Fall - July 1st
Winter/Spring - December 1st
Summer - May 1st

Student Support:

Students may borrow software manuals from the Print-Booth, located on the lower level of the Koffler Center. Student consultants are available during the working hours of the Koffler Center; they can be found at the Print Booth. They are available to assist students with problems pertaining to the Koffler equipment, or reasonable questions about the applications. Since some of the applications are course specific, unless an employee has actually taken a specific course, he/she may not be of much assistance. A student seeking additional support should consult his/her instructor. Student assistants have a workstation at their disposal designated for diskette repair and virus scanning.

Note: Information services is not responsible for any lost data. Please keep in mind that the ClassLab Team periodically formats the computers without notice for the purpose of maximizing systems performance.

No food or beverages are allowed in either the classroom or labs.

Those teaching the last class of the day should ensure that all student and instructor systems are properly shutdown.

Security:

• All classroom doors must be locked by the professor after use.
• No classroom should be left unsupervised
• Please direct any room access request or concerns to public safety

Audio-visual

• Professors are responsible for ensuring all audio-visual equipment, including projectors, are turned off after use.
• All audio-visual issues and requirements should be directed to the audio-visual department at x6128

Questions and Concerns

If you have any question or concerns about the service you received from the Help Desk or our technicians, you may choose to speak to someone in authority. Some of the reasons you may wish to elevate the attention of your problem are:

• Unauthorized work was done on your computer
• You were not notified when the job was completed or what work was done.
• The work was not completed or done properly.
• The response you received from the Help Desk was either unclear or confusing.
• Follow up was not done or done properly

To elevate your call

Please contact one of the following:

• User Services Manager
• Communications Technology Services Manager
• Classroom and Lab Manager