Video Support

Information Technology and Research Services (ITaRS), through Digital Media Services (DMS) provides support for Faculty and Staff video pursuits in a variety of formats and services. This includes planning, creation, arrangement, and delivery of digital multimedia and video projects.

More information including requirements, examples and Service Level Agreements may be found on the ITaRS, Digital Media Services website

Features

Packages include:

Hours

The Help Desk will be available to assist with any requests pertaining to Video Support during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

Camcorder Package

You can check out a camcorder kit, which includes all required components from Library Services & record your own video. If you’d like to edit the video(s), you can use one of the media stations in the Teaching & Innovations Center (LR405) or you can use a free online edit service like YouTube. Once you’re done, upload it to your folder on Panopto Unison. Once there, you can share the video with a limited group of people or share it with the world. You may also choose to add it to a Learning Management System (LMS) like Blackboard/Moodle.

DMS is available to help you if you get stuck along the way. DMS can even process the video for you and place it on a website or in Blackboard/Moodle for you within 5-7 business days. To request help or processing support, just contact the ITS Help Desk at 704.330.5000 or by email at helpdesk@cpcc.edu.

Digital Media Services is contacted via the Help Desk. This SLA represents the expectations from DMS and from the client(s).

DMS will work with every client to ensure that their needs are met, provided that they align with the available technology at the disposal of ITS and DMS. In order to reserve an appointment with DMS in order to review a project request, please contact the Help Desk at their hours of operation.

The following is the predicted resolution time for Service Requests. The priority of a request is determined by the Analyst assisting the client. Several factors are taken into account when assigning a priority including urgency of the request, current backlog of requests, and existence of alternatives.

Priority

Expect Resolution Time

Day Before Escalation

Escalation I

Escalation II

Escalation III

High

Within 2 Business Days

Issue Age 1 Day

Issue not resolved after 2 business days

7 business days after Escalation I

4 business days after Escalation II

Medium

Within 5 Business Days

Issue Age 4 Days

Issue not Resolved after 5 business days

7 business days after Escalation I

4 business days after Escalation II

Low

Within 10 Business Days

Issue Age 9 Days

Issue not Resolved after 10 business days

7 business days after Escalation I

4 business days after Escalation II

The Help Desk will be available to assist with any requests pertaining to video support during the following Hours of operation:

Monday – Thursday

7:30 AM - 9:30 PM


Phone

704-330-5000

Friday

7:30 AM - 5:00 PM


Fax

704-330-5475

Saturday

8:00 AM - 12:00 PM


E-mail

helpdesk@cpcc.edu

Sunday

Closed


 

 

During these hours of operation, the Help Desk will respond to any phone calls. However, during busy times, or if a client chooses to leave a voicemail, the Help Desk will return the call to the client within 2 Hours. This is the same for any emails sent to the Help Desk.

Alert history is not available for this service.

Problems with this service should be reported to the ITS Help Desk. You can contact us by email at helpdesk@cpcc.edu or by calling 704.330.5000 during our normal operating hours.

Upon receipt of your report we will create a record in our tracking system and a tracking number will be provided, either over the phone or via automated email response, that you may use to identify this issue in any subsequent communications.