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Service

Service Level Provision By AV Centre and Shared Services

Responsibilities of User

Office Hours of Audio Visual Centre

Telephone reception available 9:00am - 5:00pm on 01904 32 4500.

Technicians available

8:30am -  5:30pm Monday – Friday during standard term time,

8:30am -  5:00pm  Monday – Thursday,
8:30am -  4:30pm Friday outside of term time

On rare occasions the Audio Visual Service Centre may have to be closed during the above hours due to staff shortages or staff training. In these instances, AV Services will endeavour to respond to customer queries as quickly as possible upon re-opening

To contact the AV Centre/Shared Services during office hours. Shared Services staff will endeavour to assist you with any problems you may have, and will report the problem to technicians if they are not able to assist you directly.

It may not always be possible for a technician to respond to queries on short notice, and so it is the responsibility of users to either schedule a technical briefing at the beginning of their event, or arrive at the booking with sufficient time to set up and familiarise themselves with the equipment.

Information and Queries

The AV Centre and Shared Services will aim to answer any routine queries or requests within a reasonable timescale and wherever possible within no more than 3 working days.

If we are unable to provide an answer within this time we will contact the individual making the request to provide an update and offer an appropriate timeframe for a response.

To give clear information regarding the query and contact details.

Telephone Calls

During office hours, Shared Services reception aims to answer your call within 10 seconds. Within peak accommodation letting period (August – September) some calls make take longer to be answered.

To give clear information regarding the query.

Online service point where equipment can be booked during term-time

To provide an email confirmation of booking within 3 working days.

To pre-book equipment at least 5 working days in advance (subject to availability).

To provide either a work order number and purchase order number (if required); or an invoice address for any chargeable booking requests. Equipment bookings which support the teaching and learning activities of the University are not chargeable. Bookings for staff time outside of normal operating hours, or for more than short periods of staff time are normally chargeable, as are equipment bookings which are not related to the University's core teaching and learning activities. The minimum charge for processing any chargeable booking (including any applicable discounts) is £25. A list of standard hire charges can be found here.

To report any problems with the equipment to AV Services promptly.

To return equipment (or arrange for the return of equipment) in working order at the end of the booking. Failure to return equipment or failure to return it in proper order can result in booking privileges being suspended and/or the customer being charged for the equipment’s replacement.

A range of user-accessible permanently installed equipment within teaching rooms

Ensure the operational equipment schedule is maintained as per the 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 that equipment is available for the time specified on the booking form and availability for the booked period.

To ensure that the user or a representative is available to receive equipment at specified booking time, to be responsible for the equipment for the duration of the booking, and to ensure that the equipment is returned as directed.

To report any problems with the equipment to AV Services promptly.

Failure to return equipment or failure to return it in proper working order can result in booking privileges being suspended and/or the customer being charged for the equipment’s replacement.

Provide advice and information on using equipment and facilities.

To 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 solutions for major booked events

To provide an appropriately skilled technician for the period specified in the event booking when requested (with appropriate notice).

To give a minimum of 1 month’s notice to the Audio-Visual Centre for requests for back-up and/or technical support, and to provide all requested information.

Maintenance/Repair of Equipment on AV Inventory

To provide a technician to attend as soon as possible in response to issues arising. The AV Team will aim to attend and provide a solution within 2 hours of being informed, but this may take longer depending upon the severity of the issue and whether it is possible to access the room.

The AV team will operate a rolling Planned Preventative Maintenance Programme (PPM) and Condition-Based Maintenance (CBM) in order to minimise disruptions for users.

To report any equipment failure of any equipment specified on the Audio-Visual inventory to the Audio-Visual Centre or Shared Services.

Health and Safety

To promote good practice.

To implement recommended procedures.

Service Level Agreements (SLA)

To review and audit Service Level Agreement on an annual basis and regularly monitor and review service levels based on client feedback.

To comment and provide feedback to AV or Shared Services in order to assist us in maintaining and improving services.