Service Level Agreement

Audio-Visual Centre - University of York

1.1.1 Overview

This Service Level Agreement (SLA) is between Campus Services Audio-Visual Centre and our Customers at the University of York (excluding third parties, e.g. York Conference Park Ltd, Joint Venture Companies etc. where specific agreements will be in place). It agrees to provide the Audio Visual services scheduled in Section 1.2.

This SLA also covers performance, reliability and other topics pertinent to the provision of Audio-Visual services; in particular it lists the key responsibilities of Campus Services Audio-Visual Centre and our Customers.

1.1.2 General Clauses of SLA's

The purpose of this SLA is to establish a cooperative partnership between Campus Services Audio-Visual Centre (AVC) and our customers at the University of York by clarifying roles, expectations and providing mechanisms for resolving problems.

In cases of disaster due to an "Act of God", (i.e. lightening, electrical storm, hail, snow, sleet, flooding etc) any services that fail, or third party provided services (i.e. power, Public Switched Telephone Network); Campus Services AVC cannot be held responsible for loss of service. Campus Services AVC will however assist our Customers at the University of York in restoration of services as soon as possible under the constraints.

Force Majeure - Campus Services AVC will not be liable for any loss or damage caused to or suffered by the University of York as a direct or indirect result of the supply of services being prevented, restricted, hindered or delayed by reason of any circumstances outside of our control.

Campus Services responsibilities

Campus Services Audio-Visual Centre shall:

Comply with service standards as described in Section 1.2;
Provide the services covered by this agreement and listed in Section 1.2:
Provide operational support (including training as required) for the use of the services provided;
Provide our Customers at least 48hrs notice of scheduled, non-emergency outages (via appropriate media) due to maintenance. These are typically scheduled out of working hours but may, due to circumstances, need to be scheduled during working hours;
Provide a 24/7 method for our Customers to determine and report a problem with the Audio-Visual equipment provided;

Our Customers Responsibilities

Our Customers Shall:

Submit an Authorised Booking Form or request to Campus Services AVC (with signature where appropriate) and by agreement within the Campus Services AVC procedures;
Ensure that all users of the services agreed under the SLA are obliged to comply with the operational procedures and instructions (where applicable) including guidelines, statutory and insurance requirements for services and equipment;

1.1.3 Service, Guarantees, Warranties and Compensation for breach of SLA's

Campus Services AVC will use reasonable endeavours to provide the services in the SLA as detailed within Appendix A for the provision of Audio-Visual Equipment and services to our Customers.

All issues of complaint should be addressed to the Audio Visual Centre Manager, who will effect rectification within 24hrs (Monday/Friday).

If the complaint is not rectified within 24hrs the issue should be escalated to the Campus Services Manager who will respond, in writing within 12hrs (Monday/Friday);

1.1.4 Maintenance of the Agreement

Any changes, modifications, additions or deletions to the Campus Services Audio-Visual Centre SLA will be posted on our Internet site no less than 30 days prior to such changes coming into effect.

1.2 Services

Our Customers have requested and Campus Services AVC has agreed to supply the following Audio-Visual Services:

Service	Service Level Provision By AV Centre	Responsibilities of User
Office Hours of Audio Visual Centre	Telephone reception available 0830-1230 Technicians available 0830-1730	To contact AV Centre during office hours
Information and Queries	To respond to e-mail, voice-mail and written correspondence enquiries within 2 working days	To give clear information regarding the query and contact details
Online service point where equipment can be booked during term-time	To provide an email confirmation of booking within 2 working days	Equipment must be pre-booked at least 5 days in advance (subject to availability)
A range or user-accessible permanently installed equipment within teaching rooms	Ensure the operational equipment schedule is maintained as per room attributes listing	To ensure that the allocated lecture room is appropriate for the required mode of AV presentation
Deliver equipment to and Collection from teaching rooms by Audio-Visual staff	To ensure equipment available for the time specified on the booking form and availability for the booked period	User or representative to be available to receive equipment at specified booking time
Provide advice and information on using equipment and facilities	Offer advice as requested to enable facilities to meet users expectations	To use the equipment provided appropriately and for the purpose intended
Provide effective back-up support and technical solution for booked events	Provide an appropriately skilled technician for period specified in event booking	To give a minimum of 1 months notice to Audio-Visual Centre and provide all requested information
Maintenance/Repair of Equipment on AV Inventory	A technician to attend within 2 hrs within working hours s/t operational requirements. Undertake a Rolling Maintenance Programme	Report equipment failure of any equipment specified on the Audio-Visual inventory to the Audio-Visual Centre
Health and Safety	Promote good practice	To implement recommended procedures
Service Level Agreements (SLA)	To audit and review service levels with clients	To monitor, comment and provide feedback to Audio-Visual Centre Manager
Statutory Compliance	Provide annual returns to statutory bodies in accordance with their regulations and timescales	Ensure that users comply with the Copyright, Designs and Patents Act 1988 in respect of presenting and recording material