Classroom and Conference Room Support Overview

• Classification and Requirements for Support

  • Classrooms that are owned by Registration and Records or computer labs owned by ITS are be considered general use rooms. 

  • These rooms have a state reporting area type code of 110 or 210.

• Response Time

  • If requested by the reporting instructor, support will arrive within 15 minutes of the issue being reported during our regular operating hours for in-classroom support.

  • If the reporting instructor does not ask for immediate assistance, support will arrive within 1 business day during the an opening of at least 15 minutes.

  • Whenever possible, ITS staff will leave the room in working order. Larger repairs may require a work around that will be communicated to all faculty using the classroom while equipment is repaired or replaced.

• Equipment Repair and Replacement

  • ITS will replace or repair all damaged equipment in a timely manner and, when appropriate, coordinate with Registration and Records to move classes due to damaged equipment.

The following information represents the typical Shared Support process in department classrooms. ITS maintains Memorandums of Understanding with some departments on campus that define the unique support required for classrooms owned and operated by those departments. If no memorandum exists for a department classroom, the Shared Support process described below will be followed. 

• Classification and Requirements for Support

  • Department-owned classrooms shall be designated as classrooms by Campus Planning and assigned the appropriate state reporting area type code of either 110 or 210.

  • The current class and event schedule for the classroom must be maintained in 25Live.

  • AV equipment is owned by BGSU and selected following BGSU's AV Design Standards.

  • The audio visual equipment in classroom was installed within the last 12 years.

• Response Time

  • Support will arrive within 12 business hours during our regular operating hours for in-classroom support.

  • ITS staff will enter a department classroom during a class only with the permission of the instructor reporting the issue. Otherwise, we will use the schedule in 25Live to identify the next opening to review the issue.

  • Whenever possible, ITS staff will leave the room in working order. Larger repairs may require a work around that will be communicated to the department contact.

• Equipment Repair and Replacement

  • If the age of the equipment in the room makes it impossible to order replacement equipment, ITS will advise the department on options for updates to the room’s equipment. 

  • If no decision has been made regarding the replacement of the original equipment and a project request to update the room has not been filed within 90 days of the original issues, ITS will remove its temporary equipment from the room without replacing it with a functional device.

  • If the issue can be resolved through repair or with replacement equipment, ITS will make its best effort to get the room working with used stock equipment and then provide the department with the information necessary to order a replacement or schedule a repair.

  • ITS will first perform basic, on-site troubleshooting to determine the scope of any issues. 

• Classification and Requirements for Support

  • These rooms do not have a state reporting code of either 110 or 210. 
    • Having classes scheduled in a non-classroom does not change the level of support they will receive.

  • AV equipment is owned by BGSU and selected following BGSU's AV Design Standards.

  • The audio visual equipment in classroom was installed within the last 12 years.

• Response Time 

  • Support will arrive within 2 business days during our regular operating hours for in-classroom support.

• Equipment Repair and Replacement

  • If the age of the equipment in the room makes it impossible to order replacement equipment, ITS will advise the department on options for updates to the room’s equipment. 

  • If no decision has been made regarding the replacement of the original equipment and a project request to update the room has not been filed within 90 days of the original issues, ITS will remove its temporary equipment from the room without replacing it with a functional device.

  • If the issue can be resolved through repair or with replacement equipment, ITS will make its best effort to get the room working with used stock equipment and then provide the department with the information necessary to order a replacement or schedule a repair.

  • ITS will first perform basic, on-site troubleshooting to determine the scope of any issues. 

ITS does not offer a service to replace damaged televisions. While we can help identify that the device needs to be replaced, another group or external contractor will need to handle the install and removal for the swap. 

Audio-visual equipment inside of rooms that do not meet the listed requirements for support above will not receive support from ITS. ITS will continue to provide support for any computers used in these rooms through scheduled appointments to verify that the computer is functioning properly in these spaces. That support will no longer be considered an emergency, and you will need to schedule a date and time with the ITS Service Desk for someone to meet an ITS technician in the room to test any computers. During these appointments, ITS will check the computer to ensure the following:

• Verify that the computer turns on and that users can sign in.
• Verify if a known working computer works with the AV equipment inside the room.

If the computer is not found to be the issue, the department that owns the room will be required to contact an outside support vendor and cover the cost of the repair. The following vendors have worked on BGSU equipment in the past:

• Lake Erie Technologies
• Schoolhouse Electronics
• Torrence Sound