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OFFICE OF TECHNOLOGY SERVICES

Support of Classrooms by OTS During Academic Year 2013-2014

Classroom and Computer Lab Technology (CCLT) staff are responsible for fielding initial problem reports for most classrooms.
Each room should have a conspicuous set of instructions or a placard that specifies who to contact and how to receive help. Always check the instructions at the podium for a telephone number to call; while the support contact is usually the Office of Technology Services, it may be the college or department.
If the room is supported by OTS call 410-704-TECH (4-8324). Hours are 7:30 a.m. to 8:00 p.m. Monday through Thursday and 7:30 a.m. to 5:00 p.m. on Fridays. If the room is not supported by the Office of Technology Services, please follow department or college procedures to obtain help and support.
If you are unable to locate instructions or a phone number, please consult the Virtual Tour for a full list of classrooms at http://www.towson.edu/classroomtechnology/virtualtour/. See the far right column on the room listing to determine if the room is supported by OTS or another group.
After hours or for non-urgent issues, please use TechHelp to report a problem online, ask a question, etc. You can get to TechHelp from your classroom’s listing page in the Virtual Tour. Click the Problems button to launch a new tab with the instructions on how to report a problem in TechHelp, then click Report Problems to open up the TechHelp window.

Telephone Support Specifics

Telephone support provides first-line-of-defense "rescue" assistance for faculty and other presenters when problems come up in a classroom or computer-equipped teaching lab. Telephone calls may be made by any faculty member, student, staff member or guest speaker using a classroom or computer-equipped teaching labs. Support is provided only for computers, and classroom technology (smart boards, clickers, audiovisual presentation systems, etc.). While there may be other technology equipment and devices in the room (electron microscopes, gas spectrometers, other scientific equipment, etc.) these are supported directly by the academic department or college.

On-Site Classroom Service Visits

If a problem cannot be solved by phone, a visit to the classroom may be needed. OTS will coordinate this as soon as possible, subject to staff availability. On-site visits are a cooperative effort between college, department, and OTS staff. While priority attention will be given to classroom outages and problems, please keep in mind we do not have a rapid-deployment guarantee at TU. Faculty should always have a “Plan B” if the technology doesn’t work.

Hours of Operation

Support will be available Monday through Thursday from 7:30 a.m. to 8:00 p.m. and on Fridays from 7:30 a.m. to 5:00 p.m. when classes are in session. Individual colleges or departments may have extended support hours or options.

Out-of-Scope Services

If you are having problems with computers in their office, remote access from home, general "how to" help for non-classroom software, and all other matters should contact the OTS Faculty/Staff Help Center at 410-704-5151, 2 + 2 + 2 on the voice menu. When closed, listen to the after-hours recording when calling the Faculty/Staff Help Center or check the website for more information, including after-hours help for a variety of common problems.

Quality Assurance Surveys

People who call will receive a questionnaire by email and will be asked to evaluate the quality of service provided. Additional evaluation may be requested. Please provide as much information as you can about your experience. We are interested in hearing from you whether you were happy with the service or not.

Resources and Documentation

Guide:	Troubleshooting Guide for Classroom Technology (PDF)
Guide:	Tips, Suggestions, and Best Practices for Classroom Technology (PDF)
FAQ:	Coming Soon
Website:	Office of Technology Services Classroom and Computer Lab Technology
Website:	Faculty/Staff Help Center
Website:	Technology Equipped Classroom Virtual Tour (Pictures, Help Documents, etc)
Website:	Blackboard (LearnOnline)
Self-Help Resources:	OTS/CIAT-Developed Documents, Movies, etc .
Knowledge Base:	Office of Technology Services (Login Required for Some Services)

Comments or Suggestions

Contact Michael Bachman, Director of Information Tecchnology and Client Services at mbachman@towson.edu.

Administration and Finance Questions

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