Service Level Agreement


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 CAFE, 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.
Web site & 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.
Web site & 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 Web site 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 Web site 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 Web site 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 Cafe Drop in. M-Th 8-11:45; F 9-4:45; S-S 10-5:45
Student training: Workshop series
Library Cafe
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 Cafe
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 10-5:45 Access: 24/7 except holidays
Software access & training (students)
Library Cafe
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 10-5:45 Access: 24/7 except holidays
Internet/World Wide Web access & training
Library Cafe
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 10-5:45 Access: 24/7 except holidays
Electronic group study/meeting rooms (3) Library Cafe 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 Cafe
http://academic.brooklyn.cuny.edu/library/electronic_resources/
Drop in, sign up for a machine in 1-hour segments. 24/7
Laptop configuration Library Cafe 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 Cafe 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, x5340
regalado@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 Web site. 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 10-1 Remote: 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 10-1 Remote: 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