Service Level Agreementhorizontal line

Campus Operations | Media Services

NYU Tandon School of Engineering

June 2023

New York University logo

Contents

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  1. Purpose of Document
  2. Services Scope
  3. Service Availability
  4. Events & Setups
  5. Digital Signage
  6. Software Updates, Upgrades, & Options
  7. Replacement Parts
  8. Program Exclusions
  9. Client Obligations for Repair & Maintenance

1. Purpose of Document

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Overview

This agreement contains Media Services information for the NYU Tandon School of Engineering.  The following service agreement covers NYU Tandon Media Services installed audio visual equipment.  The equipment covered will be operated, maintained, and repaired according to the service scope.  NYU Tandon Media Services will apply due diligence and best practices to provide service on a best-efforts basis.

2. Services Scope

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  1. One (1) preventative maintenance check per week for classroom locations.
  2. Phone Support
  1. NYU Tandon Media Services Help Desk:  646-997-3934
  2. Hours
  1. Monday through Thursday:  7:30 AM - 10:00 PM
  2. Friday:  7:30 AM - 6:00 PM
  3. Saturday:  8:00 AM - 3:00 PM
  4. Sunday:  Closed
  1. The Media Services Help Desk will initiate a ticket and escalate to a Media Services technician who will respond within 15 minutes.
  1. Classroom Support
  1. Requests can be submitted in advance via email to tsoe-av@nyu.edu for proactive or basic setup support.
  2. For urgent requests that require immediate attention, such as an audio visual system not turning on, please contact Media Services at 646-997-3934.  The first available Media Services technician will be dispatched for an urgent request.  The extent and level of the service effort and when service is provided is solely determined by Media Services technicians for an urgent request.  All issues should be reported immediately to Media Services to avoid urgent requests and allow time to schedule a technician to resolve the issue prior to an event.  An urgent response may be subject to additional charges.  A user should abide by the client obligations to reduce additional charges.
  1. Event Support
  1. See Events & Setups section.
  1. Backup equipment will be provided in the case of a system failure.  Backup equipment will be comparable in quality to the current audio visual solution.  The availability of backup equipment is subject to location, type of equipment, and equipment availability.  In certain cases, backup equipment with slightly lower quality will be provided.
  2. Media Services manages all external audio visual vendor services and contracts.  Media Services will schedule and coordinate with internal departments, external vendors, manufacturers, and allied trades to resolve audio visual system issues.  Media Services will act as the liaison between NYU Tandon, vendors, and 3rd party service contracts.
  3. Digital Signage
  1. See Digital Signage section.
  1. The availability of audio visual rental equipment is subject to location, type of equipment, and equipment availability.

3. Service Availability

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  1. Media Services support will follow the NYU academic calendar and occur between normal operating hours of:
  1. Monday through Thursday:  7:30 AM - 10:00 PM
  2. Friday:  7:30 AM - 6:00 PM
  3. Saturday:  9:00 AM - 3:00 PM
  4. Sunday:  Closed
  5. Types of support
  1. Basic (Proactive support for event kickoff)
  2. Setup (Portable equipment)
  3. Dedicated technician
  1. Media Services repair, maintenance, and engineering will follow the NYU academic calendar and occur between normal operating hours of:
  1. Monday through Friday:  8:00 AM - 4:00 PM
  1. Repair and maintenance will be scheduled within 7-10 business days under normal Media Services workload conditions.
  2. Repairs outside of normal operating hours including, nights, holidays, & weekends, will be subject to overtime rates, plus travel time.
  3. Media Services Rates
  1. Refer to the NYU Tandon Media Services Catalog here:  (Insert link)
  2. Rates are subject to change annually
  1. Media Services support during finals will be 8:00am - 8:00pm.
  2. Media Services support during the summer will be 8:00am - 6:00pm.
  3. Media Services support during the spring break will be 8:00am - 6:00pm.
  4. Media Services support during the winter break will be 8:00am - 6:00pm.

4. Events and Setups

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  1. If a setup is needed, please email Media Services at tsoe-av@nyu.edu.
  1. Requests should be made 10 business days prior to the event.  For larger multi-day events requests should be made 30 days prior to the event.
  2. A run of show should be provided to Media Services 10 business days prior to the event.
  1. Any changes to the run of show should be communicated to Media Services 2 days prior to the event.
  1. Any equipment rentals from a 3rd party vendor will incur a charge that must be paid for by the coordinator.
  1. Presenters are strongly advised to arrive 30 minutes prior to the start of an event to connect to the systems for testing.
  1. A dry run on the day prior to the event is strongly suggested so we can test with the equipment that will be used for the event including laptops, tablets, presentations, videos, etc.
  2. Presentations should be 16 x 9 at 1920 x 1080 for optimal viewing.
  1. Our systems can support HDMI and USB-C connections,  any other connections must be provided by the presenter.
  1. Basic Setup covers the full testing of all requested audio visual components.
  1. Any equipment that is not provided by Media Services must be tested at least one day prior to the event.
  1. Setup covers the full testing of all requested audio visual components and a technician will be present at the beginning of your event.
  1. Any equipment that is not provided by Media Services must be tested at least one day prior to the event.
  1. Dedicated support covers the full testing of all requested audio visual components and a technician for the duration of an event.
  1. Any equipment that is not provided by Media Services must be tested at least one day prior to the event.
  2. A dedicated technician for the duration of the event may incur a charge for service.
  1. Requesting additional audio visual equipment (Rentals)
  1. Any additional equipment that Media Service can not provide may be rented from an outside vendor.
  2. Media Services can coordinate support for additional services such as recording,  live streaming, or other AV needs that may require the use of a third-party vendor at an additional cost.
  3. Additional audio visual equipment requests (rentals) should be made 30 business days prior to the event.

5. Digital Signage

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  1. Posting of Material
  1. Please allow up to 2 business days for posting confirmation of any digital signage submissions.
  2. Please note that for the best viewing experience, images should be horizontal for the digital signage displays on campus.
  1. Digital Signage Specifications
  1. File must be an image or video file:
  1. .png or .jpg preferred for image
  2. .mp4 preferred for video
  3. PDF and slideshows are NOT valid file formats
  1. Image and video resolution must be 1920 x 1080.
  2. Make your headline/event title large and use high-impact graphics whenever possible.
  3. Include the following information on the signage:
  1. Title
  2. Date and time
  3. Location
  4. URL (if applicable)
  5. Sponsor (if applicable)
  1. If your signage includes an abstract or bio, it may be edited to accommodate the digital format and you will be asked to make those changes.
  2. Do not place the Tandon logo on signage to be displayed on campus.
  3. Send requests to tsoe-av@nyu.edu.
  1. Media Services Display Content
  1. Media Services controls the content distribution for these locations:
  1. 6 MTC
  1. Displays outside the elevators on the first floor
  2. Makers Event Space
  3. 2nd floor outside classroom RH 203
  4. 5th floor in front of the elevator area
  5. 7th floor around the purple couch seating area
  1. 5 MTC
  1. Displays in the lobby across from the security desk.
  1. 2 MTC
  1. Displays in the lobby
  2. 9th floor outside of the classrooms
  3. 10th floor at the reception area
  1. Wunsch
  1. Display in the basement outside the elevator area
  1. If you are interested in posting on a display location not mentioned, you will directly need to contact the department responsible for it.

6. Software Updates, Upgrades, and Options

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  1. Lifecycle of equipment
  1. Projector lamp life, displays, computers, and other audio visual equipment routinely need to be replaced and serviced.  Depending on the lifecycle of different types of equipment, Media Services will recommend actions to keep systems operating correctly.
  1. Updates will occur to fix known issues as per vendor/manufacturer specifications and requirements.
  2. Upgrades will be subject to additional cost and create a new project.  If an upgrade is required, Media Services will work with identified stakeholders to review options and timelines for installation.
  3. After a preventative maintenance visit, Media Services will review options to correct any outstanding issues that include break/fix applications and new feature requests.

7. Replacement Parts

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  1. Manufacturer warranty
  1. Equipment covered under the manufacturer warranty will be repaired or replaced under the manufacturer’s policy.  Media Services will return the defective equipment to the manufacturer for service or replacement.
  1. Replacement time
  1. The replacement of parts will be subject to time within Media Services operation hours and schedule.  The return of a product for service or repair may take up to 90 days or more.  This will be dependent on the manufacturer.
  1. Backup equipment
  1. Backup equipment will be provided during system outages.  Backup equipment will be of similar quality to the current audio visual solution.  This is subject to location and availability.  In certain cases, backup equipment will be slightly lower quality.
  1. Cost of replacement parts
  1. If replacement parts are not covered under the manufacturer warranty, Media Services will be billed for the new parts and equipment.

8. Program Exclusions

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  1. In some cases, Media Services will be required to work with external vendors and allied trades to install and repair audio visual systems.  Any timeline dependent on non-NYU staff will be subject to the availability of the external personnel.  Any additional cost outside of the Media Services staff will be billed to Media Services (i.e. painting, electrical, network, external vendors, and carpentry).

9. Client Obligations for Repair & Maintenance

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  1. Staff will be required to test the system following any repair.
  2. Computer software updates are the responsibility of NYU IT.
  3. Clients are required to assist Media Services technicians with the diagnosis of the reported problem by describing the issue.  Media Services staff may not be dispatched until a client has answered questions to describe the issue.
  4. If the client cannot describe the issue and the issue cannot be replicated by a Media Services technician, a client may be required to assist in monitoring the issue.
  5. Batteries, bulbs, and any other consumable replacements are at the expense of Media Services.
  6. Clients are required to contact and send available dates for the scheduling of repair and maintenance visits.  Media Services will schedule with the client regarding available dates for a technician.
  7. Clients cannot modify the covered equipment without the consent of Media Services.
  8. Clients should routinely arrive early, turn on, set up, and test audio visual systems prior to meetings or events.  If you require an audio visual setup, please email Media Services at tsoe-av@nyu.edu.

Service Level Agreement     June 2023    Â