Customers

College faculty, staff, and students; VCCS ITS and System Offices staff.

Mission

The H.321 compressed video conferencing support function supports the connection of video classes and conferences between two or more points within the VCCS and related agencies and institutions. This support is accomplished through the operation of several video bridges and a conference scheduling software package.

Location

Primary site:
Featherstone Professional Center
1807 Heugenot Road, Suite 114
Midlothian, VA 23113 

Contacts

• Client Services - (804) 423-6757
• Lead, Client Services - (804) 423-6745
• Director, Client Services - (804) 423-6744
• Video Support Supervisor - (804) 819-4989
• Email - cssupport@vccs.edu
  Fax - (804) 378-4360

Services Covered

The services provided are Help Desk support, immediate action troubleshooting and vendor management.

Service Goals

ITS seeks to:

• Resolve 90% of connection problems not resulting from a hardware failure of a bridge or other equipment within fifteen (15) minutes.
• Troubleshoot and isolate 75% of equipment problems and either resolve or escalate within two (2) hours.
• Manage vendor support to achieve no more than one day turnaround on repair of bridge hardware failure.
• ITS expects the bridges to be up 97% of the time.

Service Limitations

The Network Operations Network Staff maintains the video bridges operated by ITS. While there is an agreement in place for next day delivery of parts, there is no redundant capability in the video network and ITS is, therefore, unable to provide any supportable uptime guarantee on the bridges.

Based on experience to date, colleges can expect one or two hardware failures each semester that will result in the loss of all classes on a bridge for a day. Approximately 1% to 3% of all classes are likely to be impacted under these assumptions.

Hours of Support

Coverage Hours:

• The video bridges and scheduler are on line 24 hours a day.
• Technical Support is available in the Network Operating Center from 8:00am - 5 p.m. Monday - Friday.
  Other times can be scheduled upon request.

Methods of Requesting Services

• Scheduling services are made by phone (703 323-4070) or e-mail rbarton@vccs.edu

• Problems should be reported to the Client Services via Issue Trak. The hours are 7:30 a.m. to 6:00 p.m. Monday through Friday. Outside these hours there is cel phone coverage for emergencies only.

Support Levels

• Level -1 Help Desk or EServices technician

• Level - 2 Network Engineer

• Level - 3 Vendor Engineer

Customer Satisfaction

• Customers will be surveyed on an annual basis.