Service Definition

Service Description

We offer pre-event consultation and AV/IT technical support and training to events and conferences on held wihtin the university. 

Features

  • We offer pre-event consultation and planning advice which involves discussion of your AV/IT technical requirements to ensure that your event goes as smoothly as possible
  • We are able to provide limited technical support at the beginning of your event if required
  • We are able to provide AV/IT training prior to a conference or event where an organiser is providing their own support staff.  This should be arranged with us during the consultation stages.
  • In-venue remote management allows us to provide efficient and effective technical support where required with minimal impact on events
  • User instructions are provided either at or near to the teaching position in all rooms
  • All centrally supported rooms are fitted with telephones to enable users to contact us for emergency technical assistance

Users

Anyone organising an event or conference on campus.

Service Hours

Usual hours of service are 09:00 – 17:00, Monday to Friday, excluding University closure periods.

Out of hours technical support can be provided (subject to available resource); this must be identified as soon as possible during the consultation stages.

AV facilities: As per room/building opening hours or during out of hours as agreed during the consultation stages.

The “at risk” period is 07:00-09:00 every Tuesday. Further planned maintenance times will be publicised in advance if there will be a disruption to the service.

Level of Service

AV systems and facilities are checked and tested prior to the start of a conference or event, where possible, to ensure functionality.

Support and Documentation

Further information: http://www.ncl.ac.uk/itservice/av-support

If you require emergency technical assistance please ring the emergency AV helpline on extension (0191) 2082627 or the IT Service Desk on extension (0191) 208 5999.

We will endeavour to resolve any issues remotely in the first instance however if we need to dispatch technical staff then, in order for us to respond appropriately and efficiently then please supply us with the following information when required:

  • A named contact for our team to report to on arrival who will coordinate our activities within the context of the event
  • The room and building where the problem has occurred
  • A brief description of the problem
  • An assessment of the impact/priority of the issue.  For example, whether the issue must be resolved immediately or whether it would be more suitable to attend during a scheduled break and at what time that would be.

Any non-critical AV faults can be reported via our online fault report form at http://www.ncl.ac.uk/itservice/teaching-rooms/faultreporting

Additional support, as for all IT services, is available via the IT Service Desk on 0191 208 5999 or it.servicedesk@ncl.ac.uk.

All incidents relating to this service will be handled according to the Incident Management and Major Incident Management processes.

Request Process

Conferences:
All requests should be made via the University Conference Office (http://www.ncl.ac.uk/conferences) who will then facilitate communication with the IT Service as required to discuss AV requirements.

Events:

  1. Book the room at https://bookings.ncl.ac.uk/
  2. Request resource using our request form at http://www.ncl.ac.uk/itservice/teaching-services/avbookings.

Requests for any other aspect of the service should be made via the IT Service Desk on 0191 208 5999 or it.servicedesk@ncl.ac.uk.

All requests relating to this service will be handled according to the Request Fulfilment process.

User Responsibility

It is the conference or event organiser’s responsibility to make contact with us as soon as possible to arrange a pre-event discussion.

It is the event organiser’s responsibility to ensure that they have liaised with either the University Conference Office or Timetabling Office to book the spaces required for the event.

It is the event organiser’s responsibility to ensure that they have arranged any necessary accounts to enable conference delegates to access the wireless network. Wireless access is not part of this service.

Costs

Equipment:
There is no charge for the use of AV or IT equipment which is permanently installed in supported spaces in the University

If additional AV/IT equipment is needed outside of what is permanently installed then this will need to be arranged with an external company and will incur costs. Please speak to the University Conference Office in the first instance

Labour:
Information on labour charges can be found on our webpages - http://www.ncl.ac.uk/itservice/teaching-services/avbookings/labourcharges/