Published AV and ITS/IDG SLAs

Projects

• Upcoming Projects for CTTR and LTTRLink opens in a new window

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The following metrics include calls created on and after 30th September 2020 and the Resolving team was listed as: Audio Visual Services.

Please note, you will need to be logged in to ServiceNowLink opens in a new window to view these pages.

• Resolved Calls MetricsLink opens in a new window
• Breached Calls MetricsLink opens in a new window
• Temporary Equipment Setups MetricsLink opens in a new window
• Breakdown of calls received by "Source"Link opens in a new window
• Radio Broadcast and Globelynx MetricsLink opens in a new window
• Collaboration MetricsLink opens in a new window (The Blackboard Collaborate Webinar and StarLeaf Video Conferencing Service, Retired July 2022)
• Lecture Capture MetricsLink opens in a new window 

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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)Link opens in a new window

Logged Incidents (Break in Service)

• Audio Visual Health Check - Audio Visual Service (Last 24 months)Link opens in a new window
• Audio Visual Health Check - Audio Visual Service (Lifetime Count)Link opens in a new window

Comparison of Logged Calls by Types (Incident, Service Request, Team Projects etc)

• AV Trend Report - Logged Incidents by Type Since September 2021Link opens in a new window

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Lecture Capture (Echo 360) - All resolved calls (by AV Team) - Last 12 monthsLink opens in a new window 

AV Services homepage - Total HitsLink opens in a new window