To help our faculty clients better understand AIT’s services and the time frames for delivering them, in February 2001 we created a service level agreement or SLA:
ACADEMIC INFORMATION TECHNOLOGIES, LIBRARY CAFÉ, BROOKLYN COLLEGE LIBRARY
SERVICE LEVEL AGREEMENT
| FACILITY/SERVICE | CONTACT/LOCATION/URL | NOTES | Time Frame
| FACULTY TRAINING & DEVELOPMENT LAB
| http://academic.brooklyn.cuny.edu/ait/ftdl/ | 718-951-4634
|
| Faculty training: One-on-one
| Faculty Training & Development Lab
| Drop-in or by appointment (An appointment is required for a meeting with a member of the professional staff.)
| M-Th 9-6; F 9-1 | An appointment will be scheduled within 48 hours of your call. Faculty training:Workshop series
| http://academic.brooklyn.cuny.edu/ait/ftdl/workshops Faculty Training & Development Lab
| Registration required; online registration available
| According to each semester’s schedule
| Faculty training:Blackboard 5.0 workshops
| Faculty Training & Development Lab http://academic.brooklyn.cuny.edu/ait/ftdl/workshops/index.htm#Blackboard
| Blackboard is an electronic learning platform that makes it easy for faculty to develop & manage course sites which include multimedia; grade book management; online communication; examinations & much more.Registration required; online registration available
| According to each semester’s schedule
| Faculty training:Web survey & forms workshops
| Faculty Training & Development Lab http://academic.brooklyn.cuny.edu/ait/ftdl/workshops/index.htm#Surveys
| Registration required; online registration available
| According to each semester’s schedule
| Faculty training: Customized workshops
| Faculty Training & Development Lab
| Workshops can be planned to accommodate any number of attendees, on any academic information technologies topic.
| M-Th 9-6; F 9-1 | An appointment to discuss your needs will be scheduled within 48 hours of your call. Website & course site development: Blackboard 5.0
| http://academic.brooklyn.cuny.edu/ait/blackboard/index.htm
| Blackboard is an electronic learning platform that makes it easy for faculty to develop & manage course sites which include multimedia; grade book management; online communication; examinations & much more.
| An appointment to discuss your needs will be scheduled within 48 hours of your call.
| Website & course site development: Other
| Faculty Training & Development Lab
|
| An appointment to discuss your needs will be scheduled within 48 hours of your call.
| Equipment access & training
| Faculty Training & Development Lab http://academic.brooklyn.cuny.edu/ait/ftdl/index.htm#Hardware
| Drop-in or by appointment (An appointment for training is recommended, to ensure that an appropriate staff member is present.)The AIT website lists the Lab’s equipment
| M-Th 9-6; F 9-1 | An appointment will be scheduled within 48 hours of your call. Software access & training
| Faculty Training & Development Lab | http://academic.brooklyn.cuny.edu/ait/ftdl/index.htm#Software Drop-in or by appointment (An appointment for training is recommended, to ensure that an appropriate staff member is present.)The AIT website lists the Lab’s software.
| M-Th 9-6; F 9-1 | An appointment will be scheduled within 48 hours of your call. Educational software support
| Faculty Training & Development Lab
| Assistance with College-supported software is provided on a drop-in basis, by telephone, or in faculty offices.
| M-Th 9-6; F 9-1 | If an appointment in your office is required, one will be scheduled within 48 hours of your call. Internet/World Wide Web access & training
| Faculty Training & Development Lab
| Drop-in; an appointment for training is recommended.
| M-Th 9-6; F 9-1
| Caucus training
| Faculty Training & Development Lab http://caucus.brooklyn.cuny.edu/~caucus/
| Caucus software allows online asynchronous communication between faculty & students. Please follow the instructions on the College’s website or call for an appointment.
| M-Th 9-6; F 9-1 | An appointment will be scheduled within 48 hours of your call. Software distribution
| Faculty Training & Development Lab
| The Faculty Lab distributes freeware, shareware, & a small numbered of licensed software products.
| M-Th 9-6; F 9-1 | Requested software will be provided within 48 hours. Advice about software & hardware selection/purchase
| Faculty Training & Development Lab
| Faculty Lab staff will advise on the selection/purchase of software & hardware for personal or professional use.
| M-Th 9-6; F 9-1 | An appointment will be scheduled within 48 hours of your call. MULTIMEDIA CLASSROOMS
| Faculty Training & Development Lab 718-951-4634 | http://academic.brooklyn.cuny.edu/ait/multimedia/index.htm http://academic.brooklyn.cuny.edu/ait/multimedia/schedule/ 1 Windows & 1 Mac classroom. Reservations are required (availability can be viewed online); staff support is available.
| M-Th 9-6; F 9-1 | Multimedia classrooms are reserved on a first come/first served basis. MORTON & ANGELA TOPFER LIBRARY CAFÉ
| http://academic.brooklyn.cuny.edu/ait/librarycafe/index.htm | 718-951-4672
|
| Student training:Blackboard course site access & use
| Library Café
| Drop in.
| M-Th 8-11:45; F 9-4:45; S-S 10-5:45
| Student training:Workshop series
| Library Café http://academic.brooklyn.cuny.edu/ait/librarycafe/work.htm
| Drop in; no registration required.
| According to each semester’s schedule, posted on the Web
| Equipment access & training (students)
| Library Café http://academic.brooklyn.cuny.edu/ait/librarycafe/softwar.htm
| Drop in; sign up for a machine in 1-hour segments.
| Training: M-Th 8-11:45; F 9-4:45; S-S 10-5:45Access: 24/7 except holidays
| Software access & training (students)
| Library Café http://academic.brooklyn.cuny.edu/ait/librarycafe/softwar.htm
| Drop in; sign up for a machine in 1-hour segments.
| Training: M-Th 8-11:45; F 9-4:45; S-S 10-5:45Access: 24/7 except holidays
| Internet/World Wide Web access & training
| Library Café http://academic.brooklyn.cuny.edu/ait/librarycafe/softwar.htm
| Drop-in; sign up for a machine in 1-hour segments
| Training: M-Th 8-11:45; F 9-4:45; S-S 10-5:45Access: 24/7 except holidays
| Electronic group study/meeting rooms (3)
| Library Café
| Drop in; sign up for a room in 1-hour segments
| Training: M-Th 8-11:45; F 9-4:45; S-S 10-5:45
| Full-text electronic journals, books, reference materials, online catalog
| Library Café http://academic.brooklyn.cuny.edu/library/electronic_resources/
| Drop in, sign up for a machine in 1-hour segments.
| 24/7
| Laptop configuration
| Library Café
| By appointment.
| M-Th 8-11:45; F 9-4:45; S-S 10-5:45 | An appointment will be scheduled within 48 hours of your call. Scanning
| Library Café
| Drop in; limit of 5 images; products are jpgs.
| M-Th 8-11:45; F 9-4:45; S-S 10-5:45; documents are available in 48 hours.
| Document distribution
| Library Café
| Leave materials for students & Café staff will distribute them for you.
| M-Th 8-11:45; F 9-4:45; S-S 10-5:45
| LIBRARY
| http://academic.brooklyn.cuny.edu/library/
|
|
| Research workshops for faculty
| http://academic.brooklyn.cuny.edu/ait/ftdl/workshops/index.htm#Library
| Registration required; online registration available
| According to each semester’s schedule
| Research workshops for students
| Field Library classroom http://academic.brooklyn.cuny.edu/library/instruction/workshops.htm
| Registration recommended; online registration available; drop-ins welcome if space is available.
| According to each semester’s schedule
| Customized workshops for students
| Mariana Regalado, x5340regalado@brooklyn.cuny.edu
| Workshops can be planned to accommodate any topic or group.
| M-Th 9-6; F 9-1 | An appointment to discuss your needs will be scheduled within 48 hours of your call. Remote access to full-text electronic journals, books, & reference materials
| http://academic.brooklyn.cuny.edu/library/electronic_resources/remote.htm Mariana Regalado, x5340
| Instructions for configuring your browser appear on the Library website.
| 24/7
| Electronic journals
| Library (Field, Roosevelt, Gershwin) http://academic.brooklyn.cuny.edu/library/electronic_resources/
| 9,000-plus full-text electronic journals, newspapers, reference resources. Drop in & remote access.
| Drop-in: M-Th 9-9; F 9-1; Sa 10-6; Su 10-1Remote: 24/7
| Electronic books
| Library (Field, Roosevelt, Gershwin) http://www.netlibrary.com/
| 8,000-plus full-text electronic books. Drop in & remote access.
| Drop-in: M-Th 9-9; F 9-1; Sa 10-6; Su 10-1Remote: 24/7
| PUBLICATIONS
|
|
|
| Faculty Bulletin
| Faculty Training & Development Lab
| Semi-annual listing of all AIT/Library technology-related services & collections.
| M-Th 9-6; F 9-1
| Faculty Guide to Computing
| http://www.brooklyn.cuny.edu/bc/pubs/facguide/index.htm
| Online guide to services provided by Academic Information Technologies & Information Technology Services
| 24/7
| FACILITY/SERVICE
| CONTACT/LOCATION/URL
| NOTES
| Time Frame
| |