Web Conferencing
Last Updated: May 30, 2012 @ 11:03 am
Next Review Date: 01/01/2014
Service Manager: Sergio Martin
Governance Group: Research & Educational Technology
Document Status: Published
Key Metrics
- Availability: 99%
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 PentiumR 4 or faster processor (or equivalent) for
Microsoft Windows XP or Windows 7; 2GHz Pentium 4 or faster processor (or
equivalent) for Windows Vista
Windows XP, Windows Vista, or Windows 7 (32-bit/64-bit editions with 32-bit browser)
512MB of RAM (1GB recommended) for Windows XP or Windows 7; 1GB of RAM (2GB recommended) for Windows Vista
Microsoft Internet Explorer 6, 7, 8, or 9 (32 bit only); Mozilla Firefox 3 or later; Google Chrome
Adobe Flash Player 10.1 for all users (hosts, presenters, participants, and administrators)
Mac OS
500MHz PowerPC G3 or faster or 1.83GHz Intel CoreT Duo or faster processor
Mac OS X v10.4, 10.5, 10.6 or 10.7.2 (Intel); Mac OS X v10.4 (PowerPC)
512MB of RAM (1GB recommended)
Mozilla Firefox 3, or later; Apple Safari 4 or 5; Google Chrome
Adobe Flash Player 10.1 for all users (hosts, presenters, participants, and administrators)
Linux
Presenters/hosts: Ubuntu 10 (32 bit or 64bit)
Attendees: Ubuntu10; Red Hat Enterprise LinuxR (RHEL) 4.x or 5.x;
Novell SUSE 9.x or 10.x
Mozilla Firefox 3 or later
Adobe Flash Player 10.1 for all users (hosts, presenters,
participants, and administrators)
Solaris
SolarisT 10 for attendees only
Mozilla Firefox 3 or later
Adobe Flash Player 10.1 for attendees only
Mobile
Apple devices running iOS 4; compatible with Apple iPhone 3GS, iPhone 4 and 4S, iPad, iPad 2, and iPod touch (3rd or 4th generation recommended)
Android devices running Android 2.2 with Adobe AIR 2.7 for Android; compatible with HTC EVO 4G, HTC Flyer, Motorola Atrix, Motorola Droid X, Motorola Xoom, and the Samsung Galaxy Tab (7-inch) and Samsung Galaxy Tab 10.1
BlackBerry devices running BlackBerry Tablet OS (QNX) 1.0.6 with Adobe AIR 2.7 for BlackBerry; compatible with BlackBerry PlayBook
Note that simultaneous teleconference activity is restricted when using a carrier that does not support simultaneous data and voice. For devices that do not meet these requirements, meetings can be attended in the browser if the device meets the following requirements: Mobile OS with Flash Player and AIR support (Flash Player 10.1). Attending via the Adobe Connect Mobile app is recommended.
Virtual environments
VMWare View 4.6
Citrix XenApp6
Adobe Flash Player 10.1 for all users (hosts, presenters,
participants, and administrators)
Additional requirements
Bandwidth: 256Kbps (512Kbps recommended) 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.
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:
- Read the Adobe Connect documentation.
- Patch desktop 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.
In addition to the items listed above, departmental IT support staff agrees 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.
