Service Level Agreement for Classroom and Event Support Provided by Media Services
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Purpose
The purpose of this Service Level Agreement (SLA) is to provide a clear explanation of the
guidelines for classroom and event support provided by Media Services to USC Upstate students,
faculty, and staff, and to establish expectations for timely response to customer requests for
support and resolution of outstanding technical and equipment issues. Any questions regarding
this Service Level Agreement should be directed to the Director of Media Services at 503-5565.
This Service Level Agreement establishes guidelines for the classroom and event support
provided by the department of Media Services to USC Upstate students, faculty, and staff in
accord with the University’s missions, goals, and policies.
Scope of this Service Level Agreement
Media Services is tasked with providing timely support in the following types of University
learning spaces:
 Technology-enhanced classrooms, labs, and conference rooms
 Fully-equipped ‘smart’ classrooms
 Distance learning classrooms
Media Services is also tasked with providing event support for the following types of University
events:
 Academic special events
 On-campus events sponsored by University organizations
 Off-campus University-sanctioned events
 Community partners of the University as designated by the Chancellor, USC Upstate
Support Requests Covered Under this Service Level Agreement
Classroom Support Requests:
 Training on system control systems
 Trouble calls to address technical or equipment issues
 Routine preventive maintenance of equipment
 Equipment replacement and repair
Event Support Requests:
 Equipment reservation, checkout, and check-in
 Equipment delivery, set-up, and retrieval
 Training on the operation of Media Services-owned equipment
 Operation of Media Services-owned equipment, as requested
Support Requests Not Covered Under this Service Level Agreement
Although Media Services is a part of Information Technology & Services (ITS), Media Services
does not support the following requests:
 PC/laptop troubleshooting (includes classroom-installed computers)
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Service Level Agreement for Classroom and Event Support Provided by Media Services
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Software acquisition
Furniture acquisition (with the exception of media desks/lecterns as part of classroom
installations)
Classroom structural modifications
Response Time Expectations for Requests Covered Under this Service Level Agreement
Media Services strives to respond to classroom support requests the same business day that they
are received. A higher-priority is assigned to classroom support requests that require immediate
attention to lessen the negative impact on instruction. Once the problem is assessed, the issue
may not be resolved immediately, and may require assistance from outside vendors. Throughout
the resolution process, Media Services staff will communicate with the customer until the
outstanding issue has been resolved. Requests for classroom support should be directed to the
ITS Help Desk (ext. 5257) for proper tracking and assignment of the request for support.
Media Services strives to respond to event support requests by the event deadline established by
the requestor, however it is imperative the customer make the support request 48 hours prior to
the event to allow Media Services personnel adequate time to schedule equipment assets and to
ensure timely delivery and set-up. The Director of Media Services reserves the right to
disapprove requests for short-notice event support. Requests for event support should be made
directly to Media Services (ext. 5564), or as part of the reservation process through the Office of
Special Events.
Media Services offers classroom and event support during its normal business hours, which are
8:30am – 5:00pm, Monday – Friday. Requests for after-hours and weekend support require
approval by the Director of Media Services. These after-hours and weekend support requests,
when approved, may include charges for equipment and personnel as shown on the Media
Services Rate Card.
At any time the requestor of classroom or event support services feels their request has not been
addressed in a timely or satisfactory manner, the requestor is strongly encouraged to contact the
Director of Media Services, directly, at ext. 5565. If not available, or if the requestor feels
his/her concerns have not been addressed in a timely or satisfactory manner, the requestor may
escalate their concerns to the Vice Chancellor, Information Technology & Services, at ext. 5960.
Responsibilities Related to this Service Level Agreement
Media Services Responsibilities:
 Provide training, as requested
 Provide timely response to requests for classroom support
 Provide preventive maintenance, to include cleaning of projector filters and lamp
replacement
 Replace classroom-installed projectors older than five years
 Upgrade/replace older/non-working classroom-installed equipment
 Bring new classrooms online as new construction or space dictates
 Schedule AV vendors/technicians to address classroom equipment issues, as needed
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Service Level Agreement for Classroom and Event Support Provided by Media Services
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Reserve, deliver, set-up, and retrieve Media Services equipment assets to support events
Operate equipment, as required, for event support
Customer Responsibilities:
 Contact the ITS Help Desk (ext. 5257) to request classroom support
 Make Media Services aware of equipment or technical issues at the earliest opportunity
 When solicited by the Vice Chancellor, Information Technology & Services, submit
Technology Requests for classroom upgrades and/or new equipment
 Schedule/reserve event support equipment/assistance at least 48 hours prior to the event
by calling ext. 5564
 As needed, contact the Director of Media Services at ext. 5565 for support issues and
concerns
Changes to this Service Level Agreement
These guidelines for classroom and event support will be reviewed on an annual basis by the
Director of Media Services. If significant changes to these guidelines are necessary, these
changes will be communicated to the University Community.
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