Classroom Support Standards

New Hardware

  • The IT Department installs new audio visual (AV) hardware products into academic and non-academic locations campus-wide with the support and in coordination with Campus Planning.

  • IT defines hardware standards to meet the campus needs/requirements unless any product offered by that brand does not meet a pedagogical need.

  • All audio-visual hardware products outside of the standard classroom technology baseline must be supported by the department requesting the hardware and support staff must be identified before non-standard hardware is purchased.

Support

  • CAT classroom support staff are tasked with ensuring that technology is in good working order and users are sufficiently prepared to use the technology. We respond to support calls if a user needs assistance during our regular hours of operation: 8AM - 10PM Monday - Thursday and 8 AM - 5 PM on Friday.

  • If hardware fails and can't be repaired immediately (<10 minutes), CAT staff will visit the room when it is unoccupied to make the repair. Repairs usually happen that night. If the technology is unavailable for an extended time (more than one day), CAT will work with academic scheduling to alert faculty and give an estimate of when the hardware will be repaired.

  • Due to limits on the budget and number of staff available, CAT staff cannot be in the room to staff events or classes.

  • CAT strongly encourages faculty to schedule a time to practice with the technology before the event or before the semester begins. Room availability can be found in 25Live.

  • If faculty, students, or staff need training or have questions, CAT is available to meet with them before the event orient the users to technology and to answer any questions. Please email cat@csumb.edu to make an appointment or call 831-582-3755 to speak with someone.

  • The standard operating procedure for classroom support is as follows:

    • (Tier 0) Faculty look at the support sticker at the instructor station and attempt to solve the issue using the troubleshooting tips there.

    • (Tier 1) Faculty contacts AV support via phone or text. Student assistant on duty attempts to troubleshoot via the phone and remotely via Global Viewer (future). If issue is unresolved, student deploys to the room and troubleshoots the issue in person. If the issue remains unresolved after visit, the student assistant submits a work order for CAT staff to address. If the room is unusable, student sends an email to scheduling to alert them that AV in the room is not functioning. 

    • (Tier 2) CAT staff pick up the work order, assess the issue and determine an estimated time for bringing the room online. If the room will be offline the next day, CAT staff updates the scheduling office with an estimated time of repair, or that the room will be offline indefinitely.

    • (Tier 3) If the CAT staff member determines that the issue lays with department specific hardware or software, they contact department technical support staff and refer the issue to them. CAT and department support staff collaborate to resolve the issue. If no department support staff is available, the issue is referred to the technology vendor for support and consultation.

 

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Details

Article ID: 151663
Created
Tue 10/4/22 9:52 AM
Modified
Thu 5/11/23 2:29 PM