Videoconferencing Room Systems Responsibilities

ITS supports videoconferencing systems we helped units design and purchase and unit systems we have brought into our infrastructure. To support these systems:

Units should:

  • Maintain systems per vendor recommendations.
  • Upgrade system software with vendor-published security patches.
  • Notify ITS when the system access is breached.
  • Contact ITS with any system problems.

ITS will:

  • Monitor hardware and software components 24/7/365.
  • Provide Front Line Notify notices of any scheduled, non-emergency maintenance outages either 48 hours or two business days in advance. (Maintenance windows are typically between 5–8 a.m. on Saturday mornings.)
  • Contact unit system administrators to address any infrastructure problems being caused by ITS or university networks.

Units and ITS will partner on problems or performance issues to:

  • Identify the root cause.
  • Resolve the problem as quickly as possible.

ITS will own the problem until it is resolved, unless it is related to unit network or equipment, at which point ITS will transfer the issue to the unit system administrator for resolution.

Support Levels

These support levels apply to telepresence equipment registered in the Video Call Manager. Support includes ITS network support to your system, integration with telephone/video infrastructure (5-digit dialing, directory services), backbone, network security, etc.

Support Level Managed/Un-Managed Software and Hardware Support
1
Codec w/TV Monitor purchased through ITS
Managed
ITS applies software updates and security patches, bug fixes, monitors the system, addresses any issues with device itself-equipment replacement if necessary.
Cisco codec/camera bundles: Assures equipment will be maintained. ITS will manage the vendor support contract SMARTnet, will offer loaner until codec is repaired, replace/deliver on site. Software updates are pushed to systems by ITS.
TV Monitor: During the Manufacturer's warranty period, ITS will manage the repairs/replacement. After warranty period, it is the unit's responsibility to maintain the TV Monitor monitor. ITS will offer a loaner for 30 days. Will order and install the new TV Monitor at T&M.
2
Codec Only (purchased through ITS or transfer Cisco contract)
Managed
ITS applies software updates and security patches, bug fixes, monitors the system, addresses any issues with device itself-equipment replacement if necessary.
Cisco codec/camera bundles: Assures equipment will be maintained. ITS will manage the vendor support contract SMARTnet, will offer loaner until codec is repaired, replace/deliver on site. Software updates are pushed to systems by ITS.
TV Monitor: ITS will offer a TV Monitor loaner for 30 days. Will order and install the new TV Monitor at T&M.
3
Third-party
Un-Managed
Unit responsible to apply software updates and security patches, bug fixes, monitor the system, address any issues with device itself, equipment replacement if necessary
Not Available

After 30 days it is the unit's responsibility to repair or replace any cables, ceiling microphones/speakers, amplifiers, and mobile carts.