AV User Support

The AV User Support service includes diagnosing and resolving end-user issues with AV/Classroom systems, including basic user instruction for the AV equipment installed in supported spaces. Issues that cannot be resolved by the LAITS AV User Support staff, will be escalated to the LAITS AV Technical Support group. Clients with LAITS AV User Support must also have an agreement for LAITS AV Technical Support.

Support

Support Hours

LAITS provides AV User Support from 7:00 AM – 6:00 PM Monday-Friday, during class days of academic semesters, and 8:00 AM – 5:00 PM Monday-Friday during non-class days (hereafter ‘regular business hours’). No support will be provided on weekends or University holidays, or days when the University is closed.

Contacting Support

LAITS provides support via the following channels:

LAITS cannot ensure a timely support response for any request initiated outside these channels.

Terms

The client or LAITS may choose to terminate our agreement by providing written notice via email no less than 90 days prior to the proposed date of termination of support. Clients should provide notification to LAITS via email to laits-escalation@utlists.utexas.edu. A prorated refund will be provided to client for the balance of funds.
Client agrees to the terms of our services as delineated in this website.

Service Description

Response and Resolution

AV User Support, including initial diagnosis and problem identification, is the responsibility of the LAITS AV User Support team.  LAITS staff will make a best effort to resolve issues over the phone in coordination with the caller.  Depending on the severity of the issue, the caller may be advised to supply a short-term workaround, and/or the issue may be escalated to LAITS AV Technical Support to solve the issue.

Client faculty and support staff should not disassemble or alter any equipment or cabling for spaces managed by LAITS.  Doing so may increase the time necessary to bring the equipment back to an operational state.  Repair or replacement costs consequential to the unauthorized disassembly of equipment are the responsibility of the client.

Standard Response

Issues requiring in-person support will typically have a response time of 2 business hours.

Critical Response

Response to escalated issues for rooms indicated as having critical response, is within 15 minutes of initial escalation.

Resolution

Resolution of issues depends on a variety of factors. Whenever feasible, LAITS will provide immediate resolution. However, in certain instances, issues with AV systems may require installation of loaner equipment, escalation to LAITS Technical Integration, or other issues may occur that will delay resolution. Frequently these issues are encountered with aged systems (5+ years old) that have older or no longer supported equipment that requires lifecycle replacement.

Our standard for resolution is within 48 hours of initial escalation. If we expect resolution to exceed 48 hours from initial escalation due to factors indicated above, the client will be notified of the expected time of resolution.

Room Checks

LAITS recommends regular operational checks of equipment functionality in AV spaces. LAITS has developed the LAITS AV Room Check Tool, to enable Dept User Support to perform regular checks of equipment in their spaces. LAITS requires a minimum of once-a-week checks of any space that is deemed critical response.

LAITS will monitor checks each morning and dispatch an AV Technical Support staff to attempt to resolve issues before the start of the next event. If LAITS AV Technical Support staff are unable to quickly supply a permanent resolution, a workaround may be implemented. 

If Dept User Support do not use the LAITS AV Room Check Tool according to the mutually agreed schedule, it will delay resolution and may be required in future agreements. AV room checks can be separately purchased from LAITS.

Classroom Database

The LAITS AV Room Check Tool utilizes a database to ensure that LAITS AV Support staff have accurate information about supported spaces.  LAITS AV User Support will make annual updates to this database for all supported spaces.

Training

Upon request LAITS will offer training to faculty and staff before the start of each semester.  It is the responsibility of the client to designate a representative to schedule training sessions throughout the year.

Installed Computers

Installed computers are not covered under this Agreement.  LAITS provides separate agreements for AV Computer Support.

Client Responsibilities

Expectations

  • Client faculty and staff will contact LAITS AV User Support staff through the official support request channels described in this Agreement.
  • LAITS AV User Support staff must be allowed access to departmental spaces (classrooms, conference rooms, network closets, etc.) to effect support and maintenance actions.
  • Client requestors will remain available to LAITS AV User Support staff after submitting support requests.

Last Updated: 2023-08-03

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