SERVICE LEVEL AGREEMENTS

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Digital Signage Service Level Agreement

Overview

This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:

Service Description

Digital signage consists of the display of different digital media such as Cable TV, webpages, live streams, DVD material, or PowerPoint slides.  Divisions and departments will be required to purchase approved digital displays that can be integrated into the campus digital signage system.  Installation will be performed by iCIT.  Services will be performed on a timeframe consistent with their priority.

Roles & Responsibilities

Acquisition

Initial requests for acquisition of digital signage shall be made to Nick Ciesinski, ciesinsn@uww.edu

Department/Division Responsibilities:

iCIT Responsibilities:

Installation
Department/Division responsibilities:

iCIT Responsibilities:

Content Publishing

Content publishing for Digital Signage requires access to the campus system and a familiarity with the software used to publish the content (digital media).

Department/Division Responsibilities:

iCIT Responsibilities:

In addition, iCIT can provide complete content development services, if desired. Details of this service are outside the scope of this agreement.

Marketing & Media Relations

MMR will have the authority to use all of the campus digital signage during an emergency.

MMR Responsibilities:

iCIT Responsibilities:

Requesting Service

Service requests fall into two categories: requests for acquisition and installation of new Digital Signage and incidents with currently installed Digital Signage.

In Scope Services
Out of Scope Services
Purchasing Requests

Inquiries about equipment purchasing should be made to Nick Ciesinski, ciesinsn@uww.edu.  Please ensure that only authorized purchasers make the contact.  Inquiries into new acquisitions should be accompanied by a brief rationale of the need for Digital Signage.

Responses to requests for new purchases will be made within 10 business days.

Reporting Incidents

The Helpdesk is the initial contact to report incidents or service problems with the campus digital signage system. Phone: 472-HELP (472-4357) or helpdesk@uww.edu.

The hours during academic sessions are:

Monday-Thursday:  8 AM - 9 PM
Fridays: 8 AM - 4:30 PM
(Check helpdesk.uww.edu for summer and extended hours.)

Hours of Coverage and Escalation Procedures

iCIT is responsible for maintaining the infrastructure and operation of the Digital Signage system. Be aware that the content on a digital display will often be coming from a number of different sources, including sources hosted outside of the DS system and sources from off-campus.  iCIT is not responsible for the reliability of the content from outside sources.

If a digital display is not working, contact the Helpdesk to report the problem.  Service will be prioritized according to the impact level.

Impact Level Explanation Examples Initial Response Time

Impact Level 1

Campus wide problem occurs

No temporary or workable alternatives available

Digital Signage system crashes and is not able to support campus security procedures

During Business Hours:  Response within 30 minutes.

After Hours:  Best Effort

Impact Level 2

Limited amount of users or groups are affected

Alternatives are available

Digital Signage used for real time support of a conference or special event

During Business Hours: Response with four hours

After Hours:  Best Effort

Impact Level 3

Individuals are affected

Peripheral information flow is disrupted

Digital signage advertising an event or conference

Live Cable TV feeds not immediately supporting a conference

Response will be within 2 business days

If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to sla-icit@uww.edu.

Fees and Expenses

Departments/Divisions will assume the following costs associated with Digital Signage:

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