Published AV and ITS/IDG SLAs

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The following metrics includes calls created on and after 30th September 2019 and the Resolving team was listed as: Audio Visual Services.

• Deskside Test Metrics

• Lecture Capture Metrics

• Temporary Equipment Setups Metrics

• Breakdown of calls received by "Source"

• Breached SLA Metrics

• Radio Broadcast and Globelynx Metrics

• Resolved Calls Metrics

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The following metrics include support calls/tickets created within our call logging and service management toolset Servicenow over the lifetime of the product and more specifically a 24 month revolving period:

Logged Service Requests (Request for Service)

• SR Monthly Trend (Lifetime Count) Audio Visual Services)

Logged Incidents (Break in Service)

• Audio Visual Health Check - Audio Visual Service (Last 24 months)

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Lecture Capture (Echo 360) - All resolved calls (by AV Team) for period March 2020 - 2021