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Zoom Service Level Agreement

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6.0 - Updated on 2021-11-08 by Lexie Patten

5.0 - Updated on 2021-04-07 by itsm kb_api

4.0 - Updated on 2020-12-11 by Jen Bellenger

3.0 - Updated on 2020-11-02 by Jen Bellenger

2.0 - Updated on 2020-08-05 by itsm kb_api

1.0 - Authored on 2020-07-24 by Jen Bellenger

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:

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: 

Type of Zoom Accounts 

Description

Who is eligible?

Zoom Licensed (Pro)

Licensed account holders can host meetings with unlimited minutes for up to 300 participants.

  • Registered students
  • Faculty and other academic titles, including Emeriti 
  • Staff
  • UCPath Affiliates, except Staff Retirees and alumni

Zoom Basic 

Basic account holders have a 40 minute limit on group meetings, with up to 100 participants, and unlimited 1 to 1 meetings.

  • Individuals in their Grace Period, including former students, former employees, and former affiliates 
  • Concurrent Enrollment students
  • UC Berkeley Extension students


Note: CalNet Sponsored Guests are not eligible for UC Berkeley Zoom accounts. 

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

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:

Stakeholder

Title/Role

Contact Information

Jon Hays

IT Service Manager

jonmhays@berkeley.edu 

Lexie Patten

Zoom Service Lead

lexiep@berkeley.edu

Joslyn Broussard

Zoom Support Lead

jossb@berkeley.edu 

3.2 IS&T Responsibilities 

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

3.3 Client Responsibilities

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

4 Requesting Service

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