Service Level Statement:
Video conferencing tools are made available to UB faculty and
staff for instructional and administrative use.
|Video Conferencing ("Conferencing")
||A conference established between two or more locations utilizing the H.323, H.320, or SIP protocols. These conferences support multiple content types (video, audio, desktop sharing, etc) and distribution methods (one to many broadcast, point-to-point, multi-directional).
||A device that allows the room or individual to interact as part of a Conference. Typical examples include a telephone/speakerphone, a conference room with cameras, microphones, and video projection, and an application such as WebEx.
||The infrastructure components that allow Endoints to connect and share video, audio and related multimedia.
||Scheduling Conferencing as a one time or recurring event.
||A technology feature of a classroom or computer that allows it to act as a Conferencing Endpoint.
|Hours of Support
||Hours when CIT staff-facilitated Conferencing activities and support will be performed.
Additional definitions are available in the Service Level
Statement - Glossary.
Scope of Services
CIT provides Video Conferencing ("Conferencing") for all
instructional activities (routine lectures, visiting lecturers,
seminars, etc) as well as for administrative functions.
Conferencing services can vary considerably in their complexity,
from a simple two Endpoint computer Conference (e.g. WebEx) to a
conference with three or more Endpoints, all using different
technologies. This Service Level Agreement includes both fully
automated service options that require limited or no assistance by
CIT staff to initiate, as well as staff-assisted options. Some
options are fee-based. For the purposes of this document, we will
be describing several supported configurations utilizing UB systems
and sites. Other supported options may be available, however
additional consultation is needed. Specifically excluded from this
Service Level Agreement are document collaboration tools, which are
provided as a distinct service as well as the Microsoft
Room Based/Studio/Hardware Endpoints
All public spaces that support Conferencing are listed as part
of the Classroom
These are local spaces that use the computer like a software
endpoint, but have augmented video and audio systems (built in
cameras, multiple microphones, etc). Currently, there are
relatively few of these types of spaces.
Supported Interconnect Methods
Due to the complexity of configuring multiple endpoint
conferences, all of these options require staff consultation to
provision unless otherwise noted. All of these conferences may be
recorded following the Instructional
Video Capture Service Level Agreement.
Using WebEx, it is possible to invite one or more individuals
into a multimedia conference. This service is limited to screen
sharing, and audio requires additional conferencing support. More
information is available at the WebEx
UB Hardware Endpoint to non-UB Hardware Endpoint
This point-to-point option is historically the most common
configuration for traditional videoconferencing. Provided that the
remote endpoint uses a compatible IP or ISDN protocol (H.323 or
H.320 respectively), the setup is usually straightforward. In a few
cases these conferences can be self-service, however it is
recommended that CIT staff are involved in the initial provisioning
and testing of the link. Instructions on how to establish
subsequent conferences can then be provided.
Webinar - Local Presenter
This option is for more presentation-focused sessions, where the
presenter is local to UB - either using a hardware endpoint of some
form or using a supported software endpoint. While some
communication is possible from the participants, it can be limited.
Typically, text or audio questions can be broadcast by
participants, but video and other media sharing is only available
from the presenter. The complexity of implementation depends on
several factors, primarily the number endpoints and the diversity
of protocols involved. An example of this option is having a UB
instructor in a large cap classroom and allowing additional
students to participate from remote locations.
Webinar - Remote Presenter
Similar to the option above. When the presenter is at a remote
location, there is some additional complexity in provisioning. An
example of this option is when a UB instructor would like to have a
guest lecturer present to their class.
Online Meeting With Less Than 50 Endpoints
This option describes a situation where all of the endpoints are
peers, and multiple media types are expected to come from multiple
sources. The exact presentation format varies on the number and
type of participants, however common configurations are tiled
displays of individual video images, alternating video based on who
is talking, and/or a desktop or slide show being shared.
Legacy Audio Conferencing
Legacy audio-only telephone conferencing is available, and is
described as Making
Conference Calls. This capability is limited to audio-only, and
so is not typically provisioned as part of a new offering where
additional media types my be desired in the future. That said, it
provides a convenient, self-service multiparty option when a
telephone is the only technology required.
Audio-only Endpoints can participate in Multipoint conferences,
but will only receive the audio part of the conference.
For some activities that are not linked to a credit-bearing
course with registration number, there are additional fees for
Video and Web Conferencing. These fees are described at Cost
Service Response Targets for Video Conferencing
All of the listed service goals are defined within the Hours of
Support. In other words, if an issue is reported outside
of hours of support, the clock would not start until start of
business the following business day. As targets, these are
not guarantees on response time, but goals that help define the
needed support resources.
- WebEx: 24x7x256
- All other methods: Same as Hours of Support
- Downtown, North, South Campus: 8:30am-5pm M-F
90% in 1 hour (via CIT Help Desk)
- Lead time for non-Lync methods: Minimum of two weeks of advance
Requests for services or support should be logged with the CIT
Helpdesk or by filling out the Request
a Video Conference or a Web Conference. More information can be
found at Request
Repair or Report a Problem and Classrooms
and Learning Spaces.