Zoom SC

Service

Zoom

Service Manager

T. John McCune, Director of ACT and EITA Officer

Department

Academic and Collaborative Technology

Contact

Location: W203 Thompson Hall

Phone Number: (716) 673-3407

Email: ITS Service Center

All requests for assistance are completed using the Tracker Customer Portal

Service Owner

Chief Information Officer

Description

Real-time video conferencing through LMS or as a standalone instance. An approved telepractice version of Zoom is also available, with prior approval from the ISO office required.

Service Users

Any Fredonia employees or students can have an account to create sessions, sessions may be accessible to the public or restricted.

User Services

Zoom is a real-time video conferencing tool that lets you add files, share applications, and use a virtual whiteboard to interact.

Business Services

Zoom is the Fredonia standard for video conferencing and virtual meetings.

One on one meetings
Group meetings up to 300 for general use.
Group meetings up to 100 for approved telepractice use.
Chat

Technical Services

Development of training and knowledge base materials
Providing support to faculty, staff, and students
Implementation of training programs

Requirements

Licensed hosts need to be a current faculty, staff, or student

Rates / Cost of Use

No charge back to the user.

Getting Started

Users can login at the Fredonia Zoom Website to begin using the service.

Availability

This service is available 24 hours a day, seven days a week.

Getting Help

Zoom Knowledge Base Articles

SLA Notes

Requests are handled by the next business day.

Not included is session scheduling and/or moderating.

Business Procedures

Business procedures are documented on internal Answers page(s).

Change Procedures

Requests for change can be made by emailing Information Technology Services.

Assigned Primary Support

Christopher Taverna

Assigned Secondary Support

RACI Chart

Level	Responsible	Accountable	Consulted	Informed
Primary		Service Manager
Secondary		Chief Information Officer
Tertiary		President

Support

Tier 1 - Self support
Tier 2 - ITS Service Center
Tier 3 - Chris Taverna

Training - Chris Taverna

Self support

Zoom

Group (aka Public)Training
Departmental/Team Training
Individual Training

Application Administration

Primary - Chris Taverna
Secondary - T. John McCune

Account Provisioning for HIPAA accounts - Ben Hartung

Chair/Director contacts the ISO office through emailing the ISO project in Tracker

Account Deprovisioning for HIPAA accounts -Ben Hartung

- Chair/Director contacts the ISO office through emailing the ISO project in Tracker

Zoom Client Deployment to Macs - Matt Wilson

Review and selection of default settings
Test deployment to Thompson W203 and confirmation of settings

Zoom Client Deployment to PCs - Kevin Bom

Review and selection of default settings
Test deployment to Thompson W203 and confirmation of settings

Status

Date Last Modified