The University of Texas at Austin

Web Conferencing - Adobe Connect

Last Updated: July 7, 2014 @ 2:09 pm
Next Review Date: 01/01/2015
Service Manager: Sergio Martin
Governance Group: Research & Educational Technology
Document Status: Published

Key Metrics

  • Availability: 99%

Key Metrics

Availability: 99.0%

Routine work request acknowledgment response time: 1 business day

Review and response to pending open requests : 5 business days

Overview

This document defines the service level agreement for Adobe Connect Web Conferencing.

Service description

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.

Intended users

Adobe Connect Web Conferencing can be used by current students, faculty, staff, and prospective students (with departmental or faculty sponsorship).

Supported computing environment

Client system requirements:

Windows

1.4GHz Intel® Pentium® 4 or faster processor (or equivalent) for Microsoft® Windows® XP, Windows 7 or Windows 8

Windows 8.1 (32-bit/64-bit), Windows 8 (32-bit/64-bit), Windows 7 (32-bit/64-bit), Windows XP

512MB of RAM (1GB recommended) for Windows XP, Windows 7 or Windows 8

Microsoft Internet Explorer 8, 9, 10, 11; Mozilla Firefox; Google Chrome

Adobe® Flash® Player 11.2+

Mac OS

1.83GHz Intel Core™ Duo or faster processor

512MB of RAM (1GB recommended)

Mac OS X 10.7.4, 10.8, 10.9

Mozilla Firefox; Apple Safari; Google Chrome

Adobe Flash Player 11.2+

Linux

Ubuntu 12.04; Red Hat Enterprise Linux 6; OpenSuSE 12.2

No Add-in support for Linux. Users on Linux can attend meetings in the browser.

Mozilla Firefox

Adobe Flash Player 11.2+

Mobile

Apple supported devices: iPhone 5S, iPhone 5, iPhone 4S, iPad with Retina display, iPad 3, iPad 2, iPad mini, and iPod touch (4th & 5th generations)

Apple supported OS versions summary: iOS 6 and higher

Android supported devices: Motorola DROID RAZR MAXX, Motorola Atrix, Motorola Xoom, Samsung Galaxy Tab 2 10.1, Samsung Galaxy S3 & S4, Nexus 7 tablet

Android supported OS versions summary: 2.3.4 and higher

NOTE:

On Android devices, the Adobe Connect Mobile 2.1 app no longer requires the Adobe AIR Runtime to be installed

All features of Adobe Connect Mobile are supported when attending meetings from a supported mobile device.

Mobile device users are encouraged to download the Adobe Connect Mobile app. See http://www.adobe.com/products/adobeconnect/feature-details/adobe-connectmobile.html

Note that simultaneous teleconference activity is restricted when using a carrier that does not support simultaneous data and voice.

Virtual environments

Citrix XenApp 6.5 VMware View 5.1

Additional requirements

Bandwidth: 512Kbps for participants, meeting attendees, and end users of Adobe Connect applications. Connection: DSL/cable (wired connection recommended) for Adobe Connect presenters, administrators, trainers, and event and meeting hosts

Technical support

Both Tier 1 and Tier 2 technical support is available during normal business hours. Routine requests are typically addressed within one business day.

Tier 1

End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400. Users with a departmental Technical Support Contact (TSC) should contact that individual.

Tier 2

Departmental support staff and the ITS Help Desk may escalate issues to Tier 2.

Maintenance

ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.

Scheduled maintenance

Scheduled maintenance may occur weekly on Sundays from midnight until 6 a.m. To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance. For long scheduled outages (Adobe Connect upgrades, etc), scheduled maintenance may occur during a custom weekend window.

Unscheduled maintenance

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.

Change notification

ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for Web Conferencing.

User responsibilities

Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.

Web Conferencing subscribers agree to:

  • Patch computing equipment (desktop, laptop, mobile device) as recommended by vendor.
  • Use supported client software.
  • Provide critical information to ITS in a timely manner when requested for purposes of resolving subscriber issues.

NOTE: It is recommended that web conferencing subscribers reference vendor's "Using Adobe Connect 9" website when possible. Please see

http://help.adobe.com/enus/connect/9.0/using/connect9_help.pdf/

In addition to the items listed above, departmental IT support staff agree to:

  • Designate at least one secondary TSC for each department.
  • Provide Tier 1 support for subscribers in the supported department.

Cost of Service

Cost information for this service can be found on the Web Conferencing web site.

We Can Help

Get help from an expert:

* ITS Help and Service Desk

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!