Service Description
Consultation and integration of third party applications within the Brightspace LMS (Learning Management System). These may include publishers' content, building blocks, Open Education Resources (OER) and LTIs.
NOTE: SUNY must approve all 3rd party products that are integrated into Brightspace which is SUNY Digital Learning Environment (DLE).
Standard Features
- Consultation and verification of the integration of third-party applications within the Brightspace LMS
- Review vendor integration needs and assist in the implementation with SUNY Online
- Support adding third party links into the Blackboard course
- Collaboration with SUNY Online and SUNY ITEC for Support
Optional Features
- Act as liaison between vendor and customer to assist in the integration
- Assist in the testing and troubleshooting of the integration
Roles and Responsibilities
Requester:
- Provide third party information from the vendor such:
- licensing or installation documentation, if required
- Accessibility Compliance Report( completed VPAT) - ADA Compliance
- HECVAT (Higher Education Community Vendor Assessment Toolkit) - Information Security statements
- Provide students with updated resources and documentation
- Request support from vendor on appropriate steps to utilize the application
Instructional Design & Distance Learning:
- Collaborate with SUNY Online for support and maintenance
- Verify requested third party applications are compatible with current LMS
- Request install or upgrade of third party building block with SUNY Online
- Communicate with SUNY Online for incident, problem, change, release and configuration management
SUNY Online/D2L Brightspace
- Install and upgrade of third party application building blocks
- Maintenance of hosting services
- Provide Application Support & Hosting
- Notify Service Owner/Team of maintenance and feature enhancements
Third Party Vendors:
- Maintain vendor hosting servers and services
- Technical and customer support of third party applications
- Training customer on the appropriate steps and use of the third party application
- Communicate maintenance windows and service updates
Request Service or Support
Click the Open a Ticket button and complete the request form.
SUNY Online Support Services:
Instructional Design & Distance Learning
Additional third-party training and support should be requested from the vendor.
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
Campus-Supported Learning Management System Policy
Guidelines for Maintaining the Security, Confidentiality and Integrity of Customer Information