Page Comparison

Service

Turning Technologies Student Response Systems

Service Manager

Department

Contact

W203 Thompson Hall, (716) 673-3407, ITS.ServiceCenter@fredonia.edu

Service Owner

Description

Service Users

User Services

Faculty, staff, and students use SRS in a variety of learning spaces. The ITS Service Center provides support including:

• Account creation in linking faculty and staff accounts with our institution.

• Check out of SRS devices through the ITS Service Center.

• The ITS Service Center does not provide semester loans.

• Content creation is the responsibility of the users

• The ITS Service Center will provide training on how to create content

• Coordinating training for faculty, staff, and students.  This can include for large classes and in-class training, campus-wide meetings such as University Senate, and for departments including Human Resources. Training opportunities are sent to the Faculty/Staff Listserv.

• Installation of software on smart classroom teaching stations.

• Hardware support for the devices and mobile app.

• The ITS Service Center does not repair damaged devices.

• Software support for the use of software.

Business Services

Portable equipment for general use through the ITS Service Center.

Technical Services

• Installation, setup, configuration and maintenance

• Inventory and testing of SRS available through the ITS Service Center checkout pool.

• Training on use of SRS.

Requirements

Rates / Cost of Use

• SRS for class use are funded by individual student purchase, upon the recommendation by their instructor.

• ITS Service Center checkout units were funded by ITS and will be assessed for future replacement depending on usage.

• Turning Technologies provides training at no cost.

Getting Started

• Email - ITS.ServiceCenter@fredonia.edu

• Phone – (716) 673-3407

• Ticket Submission – Tracker@fredonia.edu

• Walk In – W203 Thompson Hall

Availability

• Semester Hours

• Sunday, 12pm – 5pm (ITS Service Center Checkout Units only)

• Monday – Friday, 8:00am – 4:30pm

• Saturday, 12pm- 5pm (ITS Service Center Checkout Units only)

• Summer/Break Periods

• Monday – Friday, 8am - 4pm

Getting Help

• Email - ITS.ServiceCenter@fredonia.edu

• Phone – (716) 673-3407

• Ticket Submission –Tracker@fredonia.edu

• Walk In – W203 Thompson Hall

SLA Notes

Users with emergency issues can expect a response within 2 hours and should expect a resolution within 48 business hours of entering a ticket.

Business Procedures

Change Procedures

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: Account creation in linking faculty and staff accounts with our institution.

Description: Accounts are needed to created once for faculty.  This is done when needed.

Name: Hardware support for the devices and mobile app, including firmware updates.

Description: The ITS Service Center will assist with firmware updates. Users with damaged devices must coordinate repair with Turning Technologies.

Name: OnCourse support for creating and turning on the block in OnCourse.

Description: Support includes turning on the block for Turning Technologies.

Name: Software support for the use of software.

Description: Support includes troubleshooting and with escalating support requests to Turning Technologies.

Name: Installation of software on smart classroom teaching stations.

Description: No installation is typically required, unless troubles are encountered with usability.

Name: Coordinating training for faculty, staff, and students.

Description: In the Spring semester, training is scheduled in late March or early April.  In the Fall semester, training is scheduled in early November.   Dates and times of training is sent to the Professional Development Center (PDC) to be included in their calendar, and the ITS Service Center will send it to the Faculty Staff listserv.

Name: Check out of SRS devices through the ITS Service Center.

Description: The ITS Service Center will check out units.  No semester loans will be available. Extended loan will be evaluated on a case by case basis.

Name: Communicate Licensing and Changes to the Terms of Service

Description: Any licensing and changes to terms of service and upgrades will be communicated to the end users.

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