Classroom and Conference Room Support Overview

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 code of 110 or 210.

Response by ITS staff within 15 minutes of the issue being reported, unless the issue is reported at Levis Commons.  

• 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.

Department-owned spaces that are categorized as either classrooms or class labs by Registration and Records are considered department-owned classrooms. 

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

Response by ITS staff within 12 business hours of the issue being reported. 

• ITS will coordinate with the main office for each department to obtain a schedule for the department space. 

• ITS hours for department classroom support are Monday through Friday 8:00 AM to 5:00 PM. 

• If you would prefer ITS not respond to requests for support in a classroom owned by your department, you will need to sign an MOU with ITS.

If the room is still under contract warranty:

• ITS will coordinate with the department to ensure they have the correct contact information for the contractor holding the warranty.  

• The department will then oversee working with the contractor to fix any warranty issues

Damaged equipment will be replaced or repaired by ITS as described below.  

• Classroom Computers:

  • ITS will first perform basic, on-site troubleshooting.  

  • If a repair is required, a new ticket will be created to track the repair of the original device with a department contact listed as the ticket requestor and the device will be taken to the ITS Hardware Support office. 

  • While the original device is being repaired, ITS will provide the best available temporary device for the classroom without custom software. 

  • ITS Hardware Support will work with the department to decide to either repair or replace the device. 

  • Once the device is repaired or replaced, ITS will install the device in the original classroom and remove the temporary computer.  

  • If a decision to replace or repair the original device has not been made within 90 days of the original issues, ITS will remove the spare device from the room without replacing it with a functional device. 

• Audio Visual Equipment: 

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

  • 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.

  • 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. 

    • Based on those recommendations, the department will need to enter a Campus Planning Project Request Form to schedule the work. 

    • ITS will make its best effort to get the room working with used stock equipment and temporary wiring measures. 

  • 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. 

Department-owned shared spaces are rooms not categorized as either classrooms or class labs by Registration and Records. 

• 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. 

Response by ITS staff within a timely manner based on our existing desktop support capacity. 

• Support for this type of space will not be prioritized over issues reported on faculty/staff primary devices.

If the room is still under contractor warranty.  

• ITS will coordinate with the department to ensure they have the correct contact information for the contractor holding the warranty.  

• The department will then oversee working with the contractor to fix any warranty issues. 

Damaged equipment will be replaced or repaired by ITS as described below.  

• Shared Computers: 

  • ITS will first perform basic, on-site troubleshooting.  

  • If a repair is required, a new ticket will be created to track the repair of the original device with a department contact listed as the ticket requestor and the device will be taken to the ITS Hardware Support office. 

  • While the original device is being repaired, ITS will provide the best available temporary device for the classroom without custom software. 

  • ITS Hardware Support will work with the department to determine if the device should be replaced or repaired.  

  • Once the device is repaired or replaced, ITS will install the device in the original classroom and remove the temporary device.  

  • If a decision to replace or repair the original device has not been made within 90 days of the original issues, ITS will remove the spare device from the room without replacing it with a functional device. 

• Audio Visual Equipment: 

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

  • 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.

    • Equipment needs for classrooms will be prioritized by ITS when considering repairs.  

  • 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. 

    • Based on those recommendations, the department will need to enter a Campus Planning Project Request Form to schedule the work. 

    • ITS will make its best effort to get the room working with used stock equipment and temporary wiring measures. 

• Equipment needs for classrooms will be prioritized by ITS when considering repairs.  

• 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.