Learning Management System (Brightspace) - Third Party Application Integration

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

Blackboard Knowledge Base

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.