Video Surveillance Service Level Agreement
Approved January 2010
This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:
- Procedures and requirements for requesting installation of video surveillance cameras
- Service agreements for support and operation of video surveillance cameras and the campus video surveillance system
- Requirements and responsibilities in use of the campus video surveillance system
The campus video surveillance system provides a consistent and secure means for campus entities to record, maintain, archive (at least 30 days) and access surveillance video. The system is operated centrally by iCIT in accordance with the Surveillance Camera Policy that was established by the Surveillance Camera Governance Group. This policy is available at
Video surveillance camera requests must be approved by University Police Services, and University Police Services must complete a background check before employees are allowed access to surveillance camera data.
Roles & Responsibilities
Acquisition of Video Surveillance Equipment
Request for approval to place video surveillance equipment and to complete required background checks should be submitted to Matt Kiederlen, Chief of Police. Once approval is obtained, a request for consultation and installation should be sent to Nick Ciesinski, Network Architect.User Responsibilities:
- Obtain approval from University Police Services for system purpose, campus location(s), retention policies and video quality settings.
- Initiate background checks through University Police Services for all employees that will have access to surveillance footage.
- Submit request for consultation on purchasing and installation to Nick Ciesinski, Network Architect.
- Provide funding for purchase of cameras, camera licenses and storage space (iCIT does not charge for server infrastructure hosting or licensing).
- Approve or deny request for surveillance system installation based on campus Surveillance Camera Policy.
- Conduct background checks on employees authorized to view surveillance data.
- Consult with campus departments to determine required surveillance camera hardware.
- Purchase / provision camera hardware, licenses and storage using customer-supplied funding source.
- Install and perform initial camera configuration / alignment
- Train the approved users in use of the video surveillance software
Service for Existing Cameras
iCIT will maintain the infrastructure of the video surveillance system, including basic connectivity between the cameras and the surveillance server infrastructure. iCIT does not monitor the content of surveillance feed videos. Users noticing problems should contact the campus helpdesk with problems relating to existing video surveillance.User responsibilities:
- Periodically review surveillance camera output to determine picture quality, camera alignment, focus, etc. iCIT will ensure connectivity between the cameras and central infrastructure, but does not monitor surveillance feed content.
- Inform iCIT and University Police Services of any changes in users requiring access, including requesting background checks for new users requiring access.
- Alert iCIT to any problems with surveillance video feeds.
- Maintaining infrastructure for the University’s main surveillance camera infrastructure, including storage space, server systems, and back up resources..
- Updating access to surveillance system based on customer request and University Police Services approval.
- Consulting with customers regarding changes, enhancements or improvements to existing video surveillance installations.
- Provide customers with storage utilization information.
Service ScopeIn Scope Services
- Purchasing and installing approved surveillance cameras.
- Integrating cameras into university wide surveillance system.
- Repairing and maintaining approved surveillance cameras.
- Releasing records and data in accordance with university policy as well as state and federal laws.
- Approval of security camera requests.
- Determining legal requirements of surveillance systems.
- Integrating security cameras not purchased through iCIT or approved by iCIT.
|Impact Level||Explanation||Examples||Initial Response Time|
Impact Level 1
Threat to human life or high expense campus equipment or property
Live monitoring for protection for human life in areas deemed to be high risk by campus security
Impact Level 2
University wide surveillance system failure.
All cameras are not transmitting feeds, or back-end server malfunctions.
Within one business day
Impact Level 3
Some cameras are malfunctioning
Camera is failing, or the feed is being interrupted
An initial contact will be made within two business days.
Individuals need information on video surveillance policies or requesting procedures.
An individual does not know the university policies for requesting security cameras.
Helpdesk will respond within one business day.
Hours of Coverage and Escalation ProceduresService Requests
Campus security personnel noticing problems with video surveillance equipment shall initially contact the Helpdesk.
Phone Number: 472-HELP (472-4357) or email@example.com
The hours during academic sessions are
Monday-Thursday: 8 AM - 9 PM
Fridays: 8 AM - 4:30 PM
Check the helpdesk website for summer and extended hours.
If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to firstname.lastname@example.org.
Fees and Expenses
iCIT does not charge for the shared infrastructure costs for the campus video surveillance system. Funding for the back end server infrastructure, hosting environment and iCIT staff time are all provided by iCIT.
Campus departments are required to provide funding for the components of the system that are used by the department exclusively. This includes the cost of video surveillance cameras, the software license required for each camera, and the cost of the storage used by the department’s video recordings. Since this cost varies based on the type of camera and recording settings, this cost must be estimated on a per-installation basis.
iCIT shall make a cost estimate of camera equipment, infrastructure recovery costs, and installation costs before the requesting party may agree to the purchase of any equipment. The purchasing party must document its willingness to meet these costs.
- Use of Surveillance Cameras Policy http://www.uww.edu/icit/governance/policies/camera.html