SERVICE LEVEL AGREEMENTS

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MeetingPlace Service Level Agreement

Overview

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

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: iCIT Responsibilities:
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: iCIT Responsibilities:

Requesting Service

In Scope Services
Out of Scope Services

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.

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