Zoom Service Level Agreement

1 General Overview

This is a Service Level Agreement (SLA) between the UC Berkeley campus community and the Information Services & Technology Division (IST) to document:

• Zoom Service Description
• General levels of response, availability, and maintenance associated with this service
• Responsibilities of IST as a provider of these services
• Responsibilities of the clients receiving these services

This Agreement is valid from July 2020. Review will be completed every year, or as otherwise needed.

2 Service Description

2.1 Service Scope 

Zoom is a feature-rich web collaboration service available to all UC Berkeley registered students, faculty, and staff. Zoom offers video-conferencing capabilities such as breakout rooms, screen sharing, whiteboard and annotation, polling, delegation of scheduling or hosting, participant chat, recording and more. Participants can choose between computer audio or telephone dial-in toll number for voice connections and Windows, Mac, iOS or Android smartphones and tablets for web and/or video conferencing viewing.

2.2 Service Offerings

There are multiple types of UC Berkeley Zoom accounts available: 

Note: An individual Zoom account is needed to create or host Zoom meetings of your own but is not needed to attend someone else’s Zoom meetings. If you are a Zoom Basic account holder, you can still attend a meeting hosted by a Licensed holder for longer than 40 minutes.

Additional Zoom offerings can be acquired through the Telecom Catalog System such as:

• HIPAA compliant Zoom
• Large Meeting licenses (500, 1000 participants)
• Webinar licenses (100, 500, 1000, 3000, 5000, 10,000 participants) 
• Zoom Licensed “Plus” features (toll-free numbers and in-meeting call-out)

For associated costs, see: Zoom Service Description & Pricing Information

2.3 Operating Parameters

The Zoom service is provided to people who work for or attend UC Berkeley, including faculty, staff, students, and others for UC Berkeley related business, education and research. 

2.4 Service Level Performance

For support requests submitted online via ServiceNow, response times will be tracked and reported as part of the IST and Campus SLA. 

3 Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

3.2 IS&T Responsibilities 

IS&T responsibilities and/or requirements in support of this Agreement include:

• Manage Zoom environment for UC Berkeley 
• Manage Zoom add-on and integration requests 
• Meet response times associated with the priority assigned to incidents and service requests in the IT Request ticketing system (ServiceNow)
• Post scheduled changes on the IST Change Management calendar, notify IT managers and campus business partners, and notify all faculty, staff, and students when needed
• Follow the principle of least perusal, policy for access without consent, and other specifications in the UC Electronic Communications Policy

3.3 Client Responsibilities

Client responsibilities and/or requirements in support of this Agreement include:

• Adherence to the following policies: 
  • UC Electronic Communications Policy 
  • Campus Online Activities Policy
  • Computer Use Policy for UC Berkeley
• Zoom cloud recording is intended for temporary storage of UC Berkeley related meetings. If you would like to retain a persistent copy of your recordings, you can save to your local machine or to another cloud storage provider.
• Contact the IT Service Manager for additions or changes in established service levels
• Students should contact the Student Help Desk for incidents
• Faculty and staff should contact the ITCS Service Desk for incidents
• Faculty requiring assistance with using Zoom for instruction should book a virtual or in-person consultation through Digital Learning Services (DLS)
• Anyone who experiences attacks during a Zoom meeting on the basis of race, gender, sexual orientation or other protected category, or is sexually explicit, should report the incident to zoom-misuse@berkeley.edu

4 Requesting Service

• Order Zoom add-ons through Telecom Catalog System
• Online/IT Request: https://berkeley.service-now.com/ess/create_incident
• Phone: 510-664-9000
• Email telecom-zoom@berkeley.edu 

5 Hours of Coverage, Response Times and Escalation

For all requests, the IST goal is to have a staff member assigned and acknowledge requests within four business hours of receipt. Campus priorities may require exceptions to this goal during certain periods of the Academic year. 

5.1 Hours of Coverage

Zoom Service staff coverage is provided 8AM - 5PM, Monday - Friday except for holidays and campus closure. 

5.2 Incident Response, Prioritization, Escalation, Service Request

Zoom service disruptions that impact essential campus business or are identified as impacting a division or the entire campus, will be responded to by the Zoom Service Team as soon as they learn about the outage. Information about Zoom service disruptions is available at https://status.zoom.us/

6 Maintenance and Service Changes

The Zoom Service abides by the standard maintenance and service change process whenever possible. Changes are listed on the Berkeley System Status page: http://systemstatus.berkeley.edu/

7 Pricing

Eligible Zoom Licensed (Pro) accounts are funded through the Productivity Suite tax and Student Technology Fee, and have no direct charge to users. Additional Zoom add-on services (such as webinars) can be purchased or acquired through the Telecom Catalog System.

8 Reviewing and Reporting

First-contact response time to incidents and service requests are published here: https://berkeley.service-now.com/kb_view.do?sysparm_article=KB0013436