Service Level Agreement
Web Conferencing with Adobe Connect
Information Technology Services
The University of Texas at Austin
Effective Date: 9/28/2009
Last Edited: 09/25/2009
Score
Overview
Adobe Connect enables faculty and staff to create and share presentations and online training materials. Meeting organizers create a meeting room, invite individuals to their meeting, then present both audio and video information to attendees. Organizers can share their screens, PowerPoint presentations, or other documents for collaborative or teaching purposes. Participants have access to notes, a chat room, and a whiteboard to further enhance the collaborative experience.
Review Process
This document defines the practices that Information Technology Services (ITS) will use for the Web Conferencing with Adobe Connect service. The details of this document may be reviewed and amended as required, or at least annually, to accurately reflect business and service needs.
Time Conventions
Unless otherwise indicated, business hours are from 8 a.m. to 5 p.m., Monday through Friday, excluding holidays and reduced schedule days.
Scope
The following user communities at the university are the intended recipients for the Web Conferencing with Adobe Connect service: current faculty and staff, current and prospective students (with faculty sponsorship).
Service Criticality
This service has been identified as Very Important, based on the ITS Critical Services Assessment Criteria. Please refer to the Critical Services Assessment Criteria for more information on the assessment methodology.
Service Description
The ITS Adobe Connect Service includes:
- Adobe Acrobat Connect Professional
- Adobe Presenter
- 2000 concurrent user Meeting licenses
- 50 concurrent user Learner licenses
Meeting hosts can register online to use Web Conferencing with Adobe Connect.
Supported Computing Environment
The Adobe Connect service is provided as a central university service, with hardware, software and associated maintenance performed by ITS. The service and support levels documented in this SLA assume certain minimum configurations in the user desktop environment. The minimum recommended operating system requirements are listed on Adobe's Web site.
Technical Support
Technical support and problem report/resolution will be provided through one of two paths, depending upon whether a user has a departmental Technical Support Contact (TSC).
End users always start with Tier 1, which is basic support. Tier 2 is the second support level and is reserved for more complex issues that cannot be handled by the ITS Help Desk. The ITS Help Desk may escalate issues to Tier 2.
Tier 1 Support
For users with a departmental TSC, Tier 1 support for end-user problems is provided by the TSC. This is the preferred approach and will aid in resolving the issue in the most efficient manner. TSC staff should escalate any unresolved issues to the ITS Help Desk.
In cases where a TSC is not available, the ITS Help Desk provides Tier 1 support for end-user problems during business hours at http://www.utexas.edu/its/help, or at 512-475-9400.
Tier 2 Support
The ITS Help Desk may escalate issues to Tier 2 support. Tier 2 support is available during normal business hours. Routine requests are typically addressed within one business day. Find additional information and technical support at: http://www.utexas.edu/its/web-conferencing/.
Service Availability
This section provides information about the normal schedule of times when the service is available, the times specified for scheduled maintenance, and defines expectations for reporting service problems and changes.
Normal Service Availability
Web Conferencing with Adobe Connect is designed to be available for customer use 24 hours per day, seven days per week, 365 days per year (24x7x365), excluding scheduled maintenance times.
Scheduled Maintenance
Scheduled maintenance for the Web Conferencing with Adobe Connect service is essential for upgrades and to maintain security, and may occur weekly on Sundays from midnight until 6 a.m. Services may not be available during the scheduled maintenance periods.
Problem Reporting and Change Notification
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for the Web Conferencing with Adobe Connect. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
Key Service Indicators
List of Metrics/Measures
The following provides a description of the key service level objectives defined by this SLA.
| Measurement | Definition | Performance Target |
|---|---|---|
| Overall Availability (see notes) | The percent of time that the service is available. | 99% |
| Customer Satisfaction Rating | The online customer satisfaction rating for this service. | 4.5/5 (90%) |
Notes: The overall availability is calculated as the hours that the service is available in the reporting period divided by the total hours in the reporting period. This percentage reflects scheduled and unscheduled downtime.
Dependencies
This service is dependent upon Austin Active Directory, Austin SQL Services, as well as University Data Center power, the network, and related systems. The availability of these services will have a direct impact on service availability.
Service Report Card
ITS will publish performance for this service in the public ITS Services Report Card.
Other Party Responsibilities
In addition to the services provided by ITS, subscribers (users) of the service and identified owners/administrators agree to certain important responsibilities. All parties agree to be aware of and adhere to the university's Acceptable Use Policy.
User/Subscriber Responsibilities
The subscriber agrees to:
- Read the Adobe Connect documentation.
- Patch desktop as recommended by vendor.
- Use supported client software (see section on Supported Computing Environments).
- Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
Departmental IT Support Staff
Departmental IT support staff agrees to:
- Provide ITS with contact information for departmental TSC through your ITS contact, and notify ITS of changes.
- Designate at least one secondary TSC for each department.
- Be familiar with the Adobe Connect documentation.
- Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.
- Provide Tier 1 support for subscribers in the supported department.
Cost of Service
Web Conferencing with Adobe Connect is available at no cost to faculty and staff. Students may use Web conferencing for classroom purposes with the sponsorship of a faculty or staff member.
