Digital Signage Service Level Agreement
This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:
- Procedures and requirements for acquiring supported digital displays
- Related costs to purchasing and installing digital signage
- Procedures for requesting service for digital signage
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
Initial requests for acquisition of digital signage shall be made to Nick Ciesinski, firstname.lastname@example.org.
- Submit a request approved by the department/division chair/manager
- Describe the need for and usage of the digital signage and how it will support the department/division’s instructional or service mission
- Describe the type of media to be displayed (cable TV, internet streams, DVDs, informational slides, etc.)
- Provide for the costs of the screen and digital media player
- Identify and approve displays for purchase that can be integrated with the campus infrastructure
- Respond to initial requests for information about purchasing within 10 business days
- Costs of cabling and installation
- Installation timeline will be sent to the department/division so that they are aware of projected completion date
- Identifying needs for staff training and arranging for training delivery
Content publishing for Digital Signage requires access to the campus system and a familiarity with the software used to publish the content (digital media).
- Develop the content for display
- Publish the media in accordance with University Official Web Publishing Policy
- Enabling access to the Digital Signage system for the appropriate staff
- Training in the use of software to publish content for a digital display; this does not include training in graphics or presentation software used to develop the content.
- Helpdesk support for troubleshooting problems
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.
- Develop content to be displayed on Digital Signage during a campus emergency
- Deploy content in the event of an emergency
- Enable access for designated MMR personnel for campus-wide publishing
- Train necessary MMR personnel in content development and immediate publishing
- Maintain the Digital Signage system so that it is available during an emergency.
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
- Providing purchasing information about displays and digital media players
- Placing purchases for new equipment
- Installation of new equipment
- Service of the digital signage system
- Training for staff to publish digital content
Out of Scope Services
- Integration of pre-existing services into the campus system
Inquiries about equipment purchasing should be made to Nick Ciesinski, email@example.com. 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.
The Helpdesk is the initial contact to report incidents or service problems with the campus digital signage system. Phone: 472-HELP (472-4357) or firstname.lastname@example.org.
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 email@example.com.
Fees and Expenses
Departments/Divisions will assume the following costs associated with Digital Signage:
- Purchasing costs of compatible displays and Digital Media Player
- Infrastructure cost of $400 per unit up to a maximum of $5,000 for a department/division for any single order
- Installation costs-FP&M costs for electrical work, cabling costs, and network port cost
- Training on the use of the content publishing software is provided by iCIT at no cost.