What Is It?
Technical assistance and support for classroom and conference room technology, including meeting setup, Echo 360 trouble shooting audiovisual (AV) equipment, projectors, microphones, video conferencing systems, and related hardware/software.
Other Service Names
AV Repair Requests
Classroom Technology Support
Echo360 Recording Help Inquiry
Meeting Setup
Room Technology Training
Features
COM provides classrooms and conference rooms available for students, staff and faculty. Room reservations happen in Astra and are managed by FSP.
COMIR-AV Instructional Media/Classroom Technology team offers walkthroughs in advance of any particular event in order to help people run their class, meeting, or event smoothly.
Echo 360 Support includes help with existing Echo recordings, including retrieving past recordings to re-publish.
Who Is Eligible To Use It?
COM Classrooms and Conference rooms should be available and functional for faculty, staff, and students. All people using COM rooms are invited to report difficulties in those spaces.
Training on use of these rooms are available to all members of the COM community.
Where Can I Get It?
Select the appropriate button on this page to submit your support request.
How Do I Use It?
Submit a ticket through the TDX portal with details such as room location, event date/time, and technology needs. Review existing agreements (where applicable) for compliance with expected lead-time.
How Much Does It Cost?
[Any charges the client incurs by using this service]
How Can I Get Support?
If you are experiencing a problem with this service, please submit a ticket using the form on this page.
Service Levels
| Initial Response Time |
Within 1 business day for scheduled requests.
Immediate response to urgent, in-room issues during business hours.
*Urgent issues are those that cause or result in the stoppage of instructional activities in a classroom.
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| Service Request Fulfillment Time |
- Standard requests:
- Complex setups:
- Timeline defined during intake.
- Varies for Complex Issue:
- Some incidents can be resolved in-house, and some require a visit from an external vendor.
|
| Incident Resolution Time |
Immediate troubleshooting for in-progress events. |
| Service Availability |
COMIR-AV staff are generally on-site 9 AM - 4:30 PM, M-F except University holidays.
Any request for in-person support requires two weeks advance notice, unless it is a repair incident.
Emergency support for scheduled events may be available after hours by prior arrangement.
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| Maintenance Window(s) |
Planned maintenance is scheduled when rooms are not otherwise in use. Unplanned maintenance as a response to incidents may require room reservations to be moved to accommodate a repair schedule. |
| Service Notification Channel(s) |
- Email notifications to affected users.
- Updates posted on the IT service portal.
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