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.

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. 

• The following requirements must be met for the Shared Support model to be offered by ITS.

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

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

  • The owning department must provide ITS with a point of contact to follow up with on more complex issues.

• Issues with the technology in these classrooms should be reported first to ITS.

  • ITS staff will respond to reported issues within 12 business hours during our regular operating hours, Monday through Friday, from 8:00 AM to 5:00 PM.

  • 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.

  • If the room is still under contract warranty:

    • ITS will coordinate with the department point of contact 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

• Any damaged equipment found during troubleshooting 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 point of contact will receive updates on its status.

    • Depending on the age of the device, it will be repaired or replaced. Any costs associated with either repair or replacement will be paid by the department.

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

    • 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.