Services |
ACC’s Responsibilities
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Customers' Responsibilities |
1. Provide multipoint and point to point conferencing according to contracted services.
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1. Provide a 10/100, full duplex, switched network port for each codec (no hubs).
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2. Provide ISDN capability. Customers will be billed for outgoing ISDN calls. Customers within the USA are not charged for 15 minutes of testing time; out-of-country testing time will be billed.
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2. Provide ACC Video Services with correct contact information for outgoing ISDN calls, including: name(s), telephone number and e-mail address.
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3. Test supported codec’s for quality and interoperability problems.
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3. Place the codec outside the firewall and protect it with a “strong” password of at least eight (8) characters. Use of video behind a firewall can impair your ability to participate in any event. Testing practices and communication between network and video personnel at the customer site will be prime factors in successfully completing and maintaining a video connection.
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4. Provide Gatekeeper/MCU services for video codec’s if needed.
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4. Configure codec’s to use the ACC’s Gatekeeper/MCU.
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Scheduling
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ACC’s Responsibilities
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Customers' Responsibilities |
1. Schedule according to published video scheduling guidelines.
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1. Submit schedule requests according to video scheduling guidelines.
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2. Provide customer access to Videoconference Scheduling Form for scheduling conferences.
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2. Make any changes to scheduled conferences through the Videoconference Scheduling Form at least 2 days prior to the start of the event.
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Monitoring and Reporting
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ACC’s Responsibilities
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Customers' Responsibilities |
1. Monitor conferences during ACC’s business hours.
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1. Provide a facilitator for each event. The facilitator must be on site 20 minutes prior to class start time, have the ability to monitor the class and participate in troubleshooting.
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2. Track videoconference-related data.
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Problem Response
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ACC's Responsibilities
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Customers' Responsibilities |
1. Immediate problem response during normal ACC business hours.
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1. Follow applicable troubleshooting procedures to isolate/eliminate possible local hardware and infrastructure problems before contacting ACC.
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2. Log all problems in a tracking system.
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2. Request ACC to perform specific troubleshooting functions within a conference, including but not limited to: entering the conference, muting audio, muting video or removing problem sites from conferences.
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3. Assist customers in identifying the root cause of problems.
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3. If troubleshooting on the customer network uncovers a local problem, it is the customer’s responsibility to resolve that problem. Until the site problems are resolved, ACC cannot ensure that videoconferences will be within acceptable quality levels.
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4. ACC will be available for equipment testing prior to the actual start time of the event. The standard pre-test window will be 20 minutes, unless limited by time or endpoint availability.
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4. Test and troubleshoot equipment with ACC during the pre-test window.
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5. Provide Help Desk support services and procedures for problem resolution.
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5. Customers must provide ACC with a single point-of-contact (SPOC). Local facilitators must be available through the registered SPOC during the hours conferences are in session.
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6. Troubleshoot firewall-related problems affecting videoconferencing according to established criteria. Problem resolution times will increase, if the customer's firewall or codec is configured incorrectly.
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6. Facilitators must have access to all passwords and IDs necessary to troubleshoot, validate and test video codec’s at their sites.
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7. Provide troubleshooting aids on the ACC website.
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7. Read and use the information available on the ACC Video website
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8. Follow the contingency plan for videoconferencing classes in case of severe weather or network outage.
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8. Have a contingency plan for how to proceed with the event if for any reason the site is unable to connect to the videoconference.
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9. Monitor each conference.
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9. Monitor each conference.
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10. Provide a supported-product matrix listing the devices and software revision levels ACC has tested for interoperability in its network.
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10. Adhere to ACC-supported software and hardware revision levels for videoconferencing.
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Communication
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ACC's Responsibilities
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Customers' Responsibilities |
1. Notify customers of network outages.
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1. When contacting ACC for assistance, provide conference name, codec IP address, specific symptom(s), name of person calling and contact phone number.
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2. Notify customers of problems with the previous day’s conferences and other information not critical to a current videoconference.
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2. Phone the Video group or e-mail rcand@austincc.edu during published business hours to address site-specific concerns and issues.
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3. Respond to Single Point of Contact (SPOC) regarding any issues with ongoing conferences.
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3. Facilitators must have access to a telephone or pager for communication in-house with the site SPOC and with ACC.
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Codec Validation
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ACC's Responsibilities
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Customers' Responsibilities |
Offer validation and testing for new codec’s and previously validated codec’s with configuration changes prior to scheduling conferences.
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Contact ACC Video to validate new video codec’s and previously validated codec’s with configuration changes (e.g. IP address changes, alias name changes) at least 2 weeks before participating in any conferences with those endpoints.
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