MeetingPlace Service Level Agreement
Overview
This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:
- Procedures and requirements for requesting a voice, video, or web conference
- Procedures for support during a voice, video, or web conference
Service Description
Cisco MeetingPlace is a conferencing system which fully integrates voice, video, and web conferencing capabilities to give remote meetings a natural and effective face‐to‐face quality. Intuitive interfaces make setting up, attending, and managing meetings simple and straightforward. Meetings can range from lecture-style webinars to collaborative open forum-style meetings. The system can be accessed by phone, going to a website, or through the calendar in Microsoft Outlook. More information about MeetingPlace, including documentation is available on the MeetingPlace service page.
Roles & Responsibilities
Acquisition of Software for Scheduling Conferences
Requests for a MeetingPlace conference shall be made using either meetingplace.uww.edu or the Microsoft Outlook add-in. The MeetingPlace Outlook add-in is available for installation through ZENworks. Training documentation is available for staff and faculty with a valid net-ID and password at http://www.uww.edu/icit/services/emailcomm/conference.html.
User Responsibilities:- Installing the Microsoft Outlook add-in (for scheduling conferences through Outlook)
- Installing the Cisco Unified Presenter Add-in (for presenters)
- Setting up the details of the meeting including whether it will be collaborative (interactive), a presentation, or a webinar
- Creating the guest list
- Setting permission levels for guests (audience, speaker, etc.)
- Selecting recording options if they desire a record of the conference
- Reviewing training documentation (http://www.uww.edu/icit/services/emailcomm/conference.html)
- Requesting training through the Helpdesk if it is needed
- Schedule conference rooms for video conferencing
- Maintaining the university’s infrastructure as related to operating MeetingPlace software
- Maintaining iCIT Conferencing Webpage with correct training information
- Support users in installing and using add-ons
- Advance training for presenters, on request
Service During a Conference
Support during a conference will be provided by the Helpdesk to the best of their abilities. Call 472-4357 or email helpdesk@uww.edu during normal business hours.
User Responsibilities:- The organizer is responsible for training users. Directions will be sent via email to all guests when the conference is set up.
- Phone support to troubleshoot minor issues
Requesting Service
In Scope Services
- Consultation and Training in the use of Meeting Place
- Requesting information on how to install add-i ns
- Troubleshooting problems with scheduling
- Consultation for video conference options
- Scheduling video conferencing rooms
Out of Scope Services
- Having iCIT schedule conferences
- In person support during conferences
Acquisition
Add-in software to enable usage of MeetingPlace is available through ZENworks and at meetingplace.uww.edu. Directions and training literature are also available at http://www.uww.edu/icit/services/emailcomm/conference.html.
Voice and web conferencing are available from an location with a phone and Internet connection. Video conferencing requires specific equipment and/or software. For video conference needs, c ontact the Helpdesk to schedule a consultation or regarding the designated campus areas that support video conferencing.
Hours of Coverage and Escalation Procedures
Service Requests
The Helpdesk is the initial contact for all service related requests. 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.)
Service will be prioritized on the following scale.
| Impact Level | Explanation | Examples | Initial Response Time |
|---|---|---|---|
| Impact Level 1 | Campus-wide impact | Virtual Command Center for Campus Emergencies becomes unavailable | An initial contact will be made within 30 minutes. |
| Impact Level 2 | Groups are affected | Problems with MeetingPlace occur during a major conference | During business hours, the Helpdesk will attempt to assist over the phone. If problem is not solved, an initial response will be made within 1 hour. A conference may have to be postponed. |
| Impact Level 3 | Individuals are affected | An individual meeting has problems. | Helpdesk will attempt to assist over the phone. Meeting may have to be rescheduled. |
| Informational Request | Individuals need information on how to use MeetingPlace | An individual does not know how to schedule a meeting. | Helpdesk will respond within one business week. |
Impact Level 2 and 3 service requests will be handled during normal business hours. 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
MeetingPlace is available without any fees except for telecom conferencing which will involve regular telephone line charges.
