Service Level Agreement

Below is NYU Tandon's SLA (Service level agreement) where we cover what Media Services' tasks and responsibilities are to the Tandon community.

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Media Services's SLA

Agreement Overview

Operating hours, Fall and Spring semesters

• 8:00 AM - 10:00 PM Monday - Thursday
• 8:00 AM - 6:00 PM Fridays
• Other hours, weekends and University holidays billed at labor cost to your Chartfield Code

Summer semester (end of Spring Finals to NSO), Intersession, and Spring Break

• 9:00 AM - 5:00 PM Monday- Friday

1. Immediate service requests and incident (problem) reports should be phoned into the Media Support Help Desk at 646-997-3934. If you are emailing about an issue, we cannot guarantee an immediate response.
2. All advance service requests must be emailed to engineering.media@nyu.edu. An advance request would include: borrowing our equipment for class usage, special events in classrooms and Pfizer auditorium, or needing proactive support if you are unfamiliar with the room before class begins. Even if you requested through Client Services/25live/any other method of room reservation, you must contact us either by engineering.media@nyu.edu or calling 646-997-3934 before your event to let us know your needs to better support your event, and to schedule our equipment calendar. Please contact us directly and ASAP so we can have enough time to handle your request. Last minute requests may not be fulfilled because of prior reservations or commitments to other events that we must serve.
3. We do loan out equipment, such as laptop adapters (dongles), in special cases. Overall though, our department has a limited amount of dongles so it’d be best for professors/faculty/staff who rely on a dongle to connect to a classroom to purchase one on their own or through their department. Please contact us with your equipment rental inquiry either by phone (646-997-3934), email (engineering.media@nyu.edu) or stopping by our office (JB 152).

Service Agreement

To request service:

• All advance service requests must be emailed to engineering.media@nyu.edu.
• Immediate service requests and incident (problem) reports should be phoned into the Media Support Help Desk at 646-997-3934 or emailed to engineering.media@nyu.edu.
• Requests placed outside the lead times specified above will be handled on a Best Effort basis

Classroom media support:

• Proactive support in setting up or starting a class upon 2 business days' request
• Reactive support: Incident resolution: when an issue arises during a class session
  • Report incident to the Media Support hotline at 646-997-3934 or to engineering.media@nyu.edu
  • Response to report in 15 minutes during operating hours if placed by phone. Response to an email request can take up to 1-2 business days.
  • Time to incident resolution will depend on the complexity of the root cause, but a temporary roll-in technology substitute will be provided within 30 minutes.

  Event media support:

  • Simple proactive support up until successful event start-up upon 2 business day's request
  • On-site, hands-on support throughout the event requires one week's notice
  • Available equipment and services are free of charge during operating hours. If additional personnel and/or rental equipment is needed, it will be ordered through iBuy charged to the event sponsor's Chartfield code.
  • After hours:
    • Service Fee is allocated to all after hours requests (please look above for our regular operating hours)
    • Event sponsor is responsible for the physical security of all equipment

    Production and collaborative services:

    • Event streaming: This is a one-way transmission service accessible to viewers at engneering.nyu.edu/live. It requires approval from the Director of Web, Media and Creative Services and needs two weeks' notice.
    • Web-conferencing: This is a computer desktop-based service allowing either
      • meeting room - style collaboration, with all participants communicating with each other as if seated around a conference table
      • event - style collaboration, allowing presentations by individual panelists to a larger number of attendees, emulating a lecture hall or auditorium event

      While the above options are usually computer-based, NYU Tandon Media Support can integrate this service into your classroom, meeting room or event space given at least one week's notice.

      • Video conferencing: This is an audio-visual, two-way (or more) transmission service conducted in specified locations using Polycom video conferencing equipment (listed here) or other industry-compliant SIP or H.323 equipment under the auspices of NYU IT.
        • A new NYU service, Video conferencing: Web is now underway to include desktop and mobile video collaboration systems into the NYU video conferencing network. To request this service or for more information, see this link.

        Lecture Capture services (Brite Class) are available in these rooms:

        RH215, RH304, RH315, JAB474, JAB475, JAB674 and Pfizer Auditorium but are not provided by our Media Services group.

        For more information, please contact the Tandon IT Help Desk.

        • Office: 6 MetroTech Center, Rogers Hall, Room 335
        • Phone: 646.997.3123 (24-Hour Phone Support)
        • Email:soehelpdesk@nyu.edu