Description
Use this service to report issues with classroom technology, including audio, video, control systems, and the classroom podium computer, in General Classrooms or Discipline Classrooms.
For immediate classroom technology issues during class, please use the hotline phone located on the teaching podium (if available) or call 812-237-2910, option 3 (Classroom Technologies) during regular office hours (see below).
Standard Service Features
Troubleshooting and support in classrooms for:
- audio equipment (e.g., speakers, microphones)
- video devices (e.g., monitors, projectors, displays)
- controller equipment (e.g., projection screens, Extron panels)
- classroom-installed computers (e.g., keyboard, mouse, software)
Response to request within 1 business day. Non-standard equipment would increase our time to resolution as well as room accessibility and severity of issue. For Discipline Classrooms, the department may be responsible for the parts required to resolve the issue.
Service Level Agreement (SLA)
SLA respond/resolve times are in normal business times during office hours, unless otherwise specified.
| Request |
Respond In |
Resolve In |
| Non-urgent |
4 hours |
1 day* |
| Urgent, stop-work |
15 minutes |
1 day* |
* Most incidents will be resolved within 24 hours, pending classroom type, class schedule, room access, and severity of issue.
Scope/Constraints
- Scope: Current Indiana State University Faculty, Employees, and Students
- Non-standard or specialized equipment may extend resolution time
- For Discipline Classrooms, departments may be responsible for purchasing replacement parts
- Service availability is based on the following office hours:
Fall and Spring Semester:
Monday - Thursday, 7:30 AM - 9:30 PM
Friday, 7:30 AM - 4:30 PM
Closed Saturday and Sunday
Summer Semester and Breaks:
Monday - Friday, 8:00 AM - 4:30 PM
Closed Saturday and Sunday
The office is closed when the University is closed (e.g., holiday breaks, inclement weather, or other official shutdowns). During the Summer Semester and Breaks, phone support may be limited due to temporary reduced staffing or technicians already dispatched to other service calls.
Directions
If this is an urgent request, use the hotline phone located on the teaching podium (if available) or call 812-237-2910, option 3 (Classroom Technologies) for immediate service. If the issue cannot be resolved over the phone, a student technician will be dispatched within 5-10 minutes normally. During times where call volumes are high, they may be unable to get there within the 5-10 minute window.
For non-urgent request, please submit a ticket and provide the following information for the location of the issue when making the request:
- Building
- Room
- Function type that you are having problems with (i.e., computer, sound, video, control, or other)
- Description of issue
Do not use this form for any non-classroom related concerns or issues.
To contact the Technical Support Center (TSC) directly, call 812-237-2910 and select an option from menu or view the Getting Help link.
- For issues such as password or MFA (multi-factor authentication) related assistance, contact the Technical Support Center (TSC), option 1 (Computer Technical Support).
- For Canvas or other Instructional Tools related assistance, contact the Technical Support Center (TSC), option 2 (Canvas and Other Instructional Tools).
- For other technology related assistance outside the scope of this form, visit the OIT Client Portal Service Portal Home or contact the Technical Support Center (TSC).