CTec Policy: Technology Support

The Classroom Technology staff supports instructional technology classrooms at WVU as detailed below. Any user requesting support services must comply with this policy.

What CTec Supports:

• Classroom Support
  Classrooms designated as having 'primary' support get the most immediate response directly from our staff. These are typically "General Purpose" classrooms as scheduled by Admissions & Records. CTec provides troubleshooting assistance and training in the use of instructional technology equipment on a weekly or daily basis. Technology classrooms supported by CTec are listed under "CTec Supported General Purpose Facilities" on the classrooms web page.
  
  Classrooms designated as having 'secondary' support typically have departmental support personnel to provide direct support to the instructor. CTec may provide these support personnel with additional assistance as requested. Some departmental technology classrooms are listed under "Department/Unit Supported Facilities" on the classrooms web page.
  
  Classrooms designated as having 'tertiary' support typically have departmental support personnel to provide direct support to the instructor. That support person(s) has contacted us for consulting or installation assistance for technology since the life of the installation or on a yearly basis. Some of these rooms are also listed under "Department/Unit Supported Facilities" on the classrooms web page.

• Consulting Support
  Any WVU administrator, faculty, or staff may contact CTec for consultation on instructional technology requirements in a classroom setting. Familiarity with system and equipment specifications and usability allow CTec employees to be knowledgeable toward preferences in designing and installing new facilities or renovating old facilities.

Who CTec Supports:

• Regularly Scheduled Class Instructors and Teaching Assistants
  Instructors that have classes scheduled in a 'primary' supported classroom during a semester need to contact CTec at least one week in advance of their first use to obtain training and access to classroom equipment. Other classrooms may have specific unit, department, or college support personnel that need to be contacted directly.

• Special Events
  Instructors that have scheduled a 'primary' supported classroom for a one-time event or for recurring events that are not regularly scheduled classes should contact CTec at least one week in advance of their event to receive training and access to classroom equipment. Other classrooms may have specific unit, department, or college support personnel that need to be contacted directly.
  

How CTec Provides Support:

• Phone Support
  If an instructor encounters a problem during class, they are encouraged to call the CTec Hotline at 293-CTEC (2832) as soon as possible. A complete and accurate problem description by the instructor should allow most support calls to be completed over the phone. Classroom users are urged to work with the CTec employee to discuss the issue on the phone to find a resolution in a timely manner. Problem urgency should be explained by the instructor to the technician, so the technician can determine the quickest method to resolve the issue.

• In-Room Support
  A technician will be dispatched when in-room support is necessary and if the issue can be resolved within the time allowed. The instructor should let the technician know if interrupting class is undesired.
  

When CTec Provides Support:

• Normal Business Hours
  Normal office hours are Monday through Friday from 8:15 am to 4:45 pm during Fall, Spring, and Summer classes. Evening support and appointments are available by calling CTec at 293-CTEC (2832).

• On-Call Hours
  Outside of normal business hours, instructors may call CTec to contact the on-call technician to obtain phone support. If the problem cannot be solved over the phone, the technician will determine if sufficient remaining event time warrants an on-site visit for the amount of work needed to be completed. The caller will be notified of an expected arrival time.