Technology Support #3
3 A centralized system provides support for building and maintaining the online education infrastructure.
Deficient Developing Accomplished Exemplary
The School of Information works closely with the University Information Technology Services (ITS) group to maintain the technology infrastructure and support infrastructure for its programs. The School maintains its own contracts with service providers for outsourced systems.
The School's Network Administrator is the liaison with the University ITS group. He discusses IT and support infrastructure issues with the School administration as needed.
Although the School of Information is jointly involved with the University with regards to the Learning Management System (Canvas), the School maintains a separate, self-contained support infrastructure for Canvas. All student and faculty support issues are routed to the School's Canvas administrators through an online technical support form. Information is gathered from the user regarding the issue they are experiencing, as well as detailed information regarding their computing and networking environment. Users also frequently include screenshots to document the issue(s) they are experiencing. (All students are instructed on how to create screenshots as part of their orientation in INFO 203).
For major system issues or bugs, the School's Canvas administrators have access to the support group at Canvas and may contact them via phone or ticketing system to report or escalate major issues.
Support for Zoom (Web Conferencing and Instant Messaging) is provided by a team of “Zoom Assistants” who have been trained to support faculty and students with Zoom setup and usage questions and issues. These assistants also provide real-time support during synchronous class sessions held via Zoom Web Conferencing. In the event of unexpected issues that are beyond the assistant’s capacity to support, an escalation procedure is in place where the assistant can contact the School's IT staff as well as the School's Director of Online Learning via phone for additional assistance.
Our contract with Zoom also allows students to directly contact the Zoom Support team via phone, live chat, or trouble ticket. Information for contacting Zoom Support is included on the School's website.
For major system issues or questions, the School has a support and maintenance contract which allows our IT staff to escalate issues to Zoom Tier 2 and Tier 3 support. Tier 2 support is handled by application specialists, and Tier 3 support is handled by system engineers and developers.
The School of Information has licensed the Panopto Focus lecture capture system (LCS), and has obtained a premier support contract which allows faculty and students to directly contact Panopto Support for issues or questions.
For in-house systems, support requests are routed through the School's tech support form.