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SERVICE LEVEL GOALS

Statement of Purpose

This document conveys the Classroom Technology Support unit's commitment to the University of Wyoming community with regard to classroom and classroom technology support. The Classroom Technology Support unit further expresses its commitment by providing a prompt and polite service when responding to all classroom technology problems and strives to solve the problem without adding to classroom delay.

Definition of Terms

General Pool Classrooms: Classrooms that are funded by Information Technology and the Central Scheduling Office and are scheduled by the Classroom Coordinators. These rooms have first priority for CTS services.

Department-Shared: Departmentally funded classrooms that are scheduled first for department use and then are available for central scheduling. These rooms have second priority for CTS services.

Department-Managed: Departmentally funded classrooms that are scheduled for departmental use only. These rooms have third priority for CTS services.

WyoCast: WyoCast is the process of capturing sound, video, computer images, and presentations and wrapping it all up in a package that can be viewed live (real-time) or later, on demand, using a simple Internet connection.

Methods of Contact for Assistance

Help Desk: Information Technology Client Support Services Help Desk @ 766-4357 (766-HELP) option 1

Hours of Service

Published University Business Hours: Fall/Spring M-F 8:00 am - 5:00 pm; Summer M-F 7:30 am - 4:30 pm

Monday-Thursday 5:00-10:00 pm

CTS technicians are available in the Classroom Building after 5 p.m. Monday through Thursday during spring and fall semesters. The technician will stay until the last class has finished for the night.

CTS Locations

Classroom Technology Main Office Ross Hall 22, 23A and 23B

Information Technology Center Rooms 158 and 170

Classroom Building Main Office - Classroom Building 111 - Staffed after 5:00 pm (Monday-Thursday) during fall and spring semesters.

Classroom Building 312

Business College 13

Response Times

This table shows a chart of expectations based on services provided by the Classroom Technology Support unit. Sometimes resolutions can take longer than expected, but communication between CTS and client will be based on this chart.

Communication Action Expectation Best Case Resolution Worst Case Resolution
Help Desk 10 minutes 10 minutes 48 business hours
Phone 10 minutes 1 hour 48 business hours
Email Received 8 business hours 8 business hours 48 business hours

Description of Services Provided

Classroom Outage:

The Classroom Technology Support unit's main responsibility is to ensure the proper maintenance of classrooms' instructional and electronic equipment so that classes run as effortlessly as possible. While equipment does not always function in the exact way it was intended, the CTS unit maintains a strong commitment to quickly troubleshooting problems and solving them in the least obtrusive manner, trying to ensure that a class can continue without significant delay.

In the event a problem cannot be solved during the class or the instructor wishes to continue without the equipment, the CTS unit makes it their priority to solve the problem or find a suitable replacement before the next scheduled class.

CTS is responsible for responding to any after-hours technical difficulties in the Classroom Building while it is staffed after 5 p.m. during the fall and spring semesters.

Customer Responsibilities

When calling the Help Desk, the CTS office, or if reaching us by email, please provide

  • Username
  • Phone where you can be reached
  • Building and classroom number
  • Type of problem you are experiencing
  • Type of classroom i.e. computer lab or classroom with instructor's computer and AV/Projection system

General Maintenance:

The CTS unit will inventory all General Pool, Department-Shared, and Department-Managed classrooms once a semester. CTS is responsible for cleaning the podiums and instructor computer, and ensuring their proper function. The CTS unit maintains all projectors in General Pool classrooms and regularly cleans the filters in each projector. In cases where colleges or departments are responsible for equipment and inventory for a particular classroom, they will be notified when replacements are needed. The CTS unit will check each Department-Shared and Department Managed room once a semester in addition to responding to classroom outage issues.

WyoCast:

The CTS unit is trained in the use of the mobile WyoCast system. Technicians are able to record classroom lectures, presentations, and panels in any location so that the presentation may be viewed later online. CTS technicians are responsible for the WyoCast equipment in the Classroom Building rooms 129, 133, and the attended operation of the capture cameras in Classroom Building 105.

Instruction for use of equipment in classrooms:

Before the beginning of each semester (fall and spring) CTS staff will conduct classroom equipment workshops for instructors. Demonstrations are held in the Classroom Building, Agricultural Building, and the Engineering Building. CTS is available to give individual instruction on the use of the equipment for any classroom location, although this service is by request only. During the demonstration, CTS will familiarize instructors with each piece of equipment and their applications so that they are confident in the use of the instructional technologies that are in their classroom.

Consultation services for classroom spaces:

Classroom Technology Support staff provide consultation service for classroom spaces. In this role, CTS is able to inform the client of the current equipment that the University of Wyoming is using as well as help them choose the equipment which best suits their need(s).

Prioritization of Service Requests

  1. Classroom outage
    1. Emergency (Class is unable to continue)
    2. Non-emergency
  2. General maintenance request
  3. WyoCast
  4. Instruction/demonstration
  5. Consultation services for classroom spaces

Classroom Funding

General Pool Classroom: Classrooms that are funded by Information Technology and the Central Scheduling Office and are scheduled by the Classroom Coordinators. These rooms have first priority for CTS services.

Department-Shared: Departmentally funded classrooms that are scheduled first for department use and then are available for central scheduling. These rooms have second priority for CTS services.

Department-Managed: Departmentally funded classrooms that are scheduled for departmental use only. These rooms have third priority for CTS services.

Specifically CTS provides funding for General Pool classrooms for computers, projectors, and other instructional technologies such as DVDs, document cameras, and wireless microphones.

Colleges and individual departments are responsible for funding computers, projectors, and other instructional technologies, including data wiring, in all Department-Shared and Department-Managed rooms.

Billable Services

Helpful Resources

 

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