This is a Service Level Agreement (“SLA”) between the campus community and ICIT to document:
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.
Initial requests for acquisition of digital signage shall be made to Nick Ciesinski, firstname.lastname@example.org.
Content publishing for Digital Signage requires access to the campus system and a familiarity with the software used to publish the content (digital media).
In addition, ICIT can provide complete content development services, if desired. Details of this service are outside the scope of this agreement.
MMR will have the authority to use all of the campus digital signage 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.
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 Get Help for summer and extended hours.)
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: 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 two 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.
Departments/Divisions will assume the following costs associated with Digital Signage:
Service level agreements (SLA's) allow Information, Communication and Information Technology to offer colleges, departments and university organizations IT services on an enterprise level.