Service Level Agreement
State
Agencies
Other
Educational Institutions
Business
Community
Provide
video production and delivery support services to the college
community. Operate
and maintain video telecommunications networks in order to further the
college’s mission of providing educational opportunities to the
community
through distance learning.
·
Provide
support for video production, delivery support and consultation
services for video-based educational materials.
·
Provide
troubleshooting support for the compressed digital video system
and the satellite up/down-link systems.
·
Maintain
and operate the college’s cable television network.
·
Work
with businesses and other agencies in the production/delivery of
training or educational programs.
· Manage facility production resources in order to provide services for at least 3 projects in various stages at any given time.
·
Maintain
the compressed video network in order to provide for a 95%
delivery success
·
Operate
and maintain the cable station in order to provide 95% delivery
success.
·
Maintain
satellite communications systems for 95% up/down link delivery
capability.
·
Maintain
video servers for video on demand and streaming delivery for
on-line delivery access and storage at 95% capability.
Note:
These 95% figures apply to all components within and under the direct
control
of the Television Center Support Staff. Trouble with vendor-controlled
and/or
college-based resources – e.g., WNVT-TV, George Mason University, ATM
Network,
Cox Communications, Verizon, Sprint, NVCC OIIT, or Virginia Tech
components –
are beyond the Television Center’s control, and are not included in the
calculation.
Location
CT
Building 353
8333
Little River Turnpike
Control
Room – 703-323-3377
Manager
– 703-323-3743
e-mail:
csiegel@nvcc.vccs.edu
Fax:
703-323-3516
Staff may be scheduled to accommodate specific project times, however general hours are as follows:
· Office hours are 9:00 a.m. to 6:00 p.m. Monday – Friday.
·
Engineers
are generally on duty 9:00 a.m. to 5:30 p.m. Monday – Friday.
·
Unmanned
cable telecasting takes place during the off hours and weekends.
The
The
We provide technical troubleshooting support for the compressed video equipment and coordinate with Verizon and the VCCS Utility on behalf of the college when necessary.
We also coordinate with appropriate agencies for troubleshooting video networks connecting the college to cable stations, the commonwealth, and other institutions.
Methods for Requesting Services
For booking video production services or to book the Television Center Facilities, follow the procedure outlined in section 31.4.8 of the College’s Administrative Services Procedures Manual or call:
For booking a compressed video network meeting or those with questions concerning delivery of courses on the Digital Video Network should call the appropriate audio visual technician designated to handle video teleconferencing on their campus. The campus tech will coordinate with the TV Center for any assistance they may need.
Technical support for compressed video or other technical information can be addressed by calling or e-mailing the following:
Compressed Video: 323-4148 e-mail: amatthews@nvcc.edu
Technical Information: 323-4149 e-mail:
Technical questions regarding cable television can be addressed to:
Master Control: 323-3377
Questions regarding ELI tele-courses or replacing library tapes can be addressed to:
Extended Learning Institute: 323-3716 e-mail: dahrens@nvcc.edu
All other questions or concerns can be addressed to the TV Center Manager at the number above.
Web Support
NVCC Office of Information Technology – http://www.nvcc.edu/oit/
Extended Learning Institute – http://eli.nvcc.edu/
VCCS Information Technology Services – http://www.so.cc.va.us/its/index.htm
Technical Problem Support Levels
Level
Responsibility
Level 1
Phone
support by Technician /Engineer
Level 2
Field
support by Technician/Engineer
Level 3
Vendor
support arranged by Technician/Engineer
Service Metrics for Technical Support
Level 1
50% of trouble
reports resolved over phone with initial call
75% of trouble reports
resolved over phone within 8 hours of report
90% of trouble
reports resolved or assigned for field visit within 24 hours
Level 2
75% of trouble
resolved within 4 hours upon initial field visit
90% of trouble
resolved within 24 hours of initial field visit
Level 3
60% of problems
needing vendor support arranged within 48 hours of initial field visit
75% of problems
needing vendor support arranged within 56 hours of initial field visit
Customer Satisfaction
Customers will be
surveyed upon signing off on completed trouble report
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