Service Description
Support and training on YuJa Video that provides restricted access streaming of copyright and faculty created materials for students in courses and on websites.
Standard Features
- Group Trainings
- On-Demand Resources on Website
- Collaborate with SUNY ITEC/Vendor for support
Optional Features
- Individual Training and Consultation
- Adding captions to video elements (third-party service)
Roles and Responsibilities
IDDL:
- Provide and communicate training opportunities
- Stay up to date on product features and enhancements
- Ensure that on-demand resources are up to date
Customer
- Attend training or access on-demand support resources
- Request closed captioning
- Verify captions are accurate
- Edit captions using built-in resources
ITEC
- Provide Ensemble application support and hosting
- Notify service owner/team of maintenance windows
- Provide support for troubleshooting
Request Service or Support
Click the Open a Ticket button and complete the request form.
Buffalo State On-Demand Resources
Ensemble Support
Service Audience
Faculty and Staff.
Service Level Agreement
Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).
| Service Level 2 - Normal |
|
| Response Time |
1 business day |
| Resolution Time |
3 business days |
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved.
Institutional Policies
Policy on the Use of Electronic Resources
Copyright
Guidelines for Maintaining the Security, Confidentiality and Integrity of Customer Information
Disability-Related Discrimination Policy (Captioning)