Support Guidelines Due to the recent purchase of a sitewide license, and the impact that COVID-19 has had on our team/work capacity, support with Zoom meetings will generally be provided as follows: Type of Meeting | IT Support Centre | Level of ASO Support | Who Opens the Meeting? | Who Provides Support during the Meeting? | Comment | Office Hours/ Drop-in Sessions/ QA Sessions | Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday) | Email during ASO Office Hours (8:30am-4:30pm Monday-Friday) | Meeting Host | Meeting Host | The Meeting Host is responsible for logging in and running their own session (e.g. office hours, individual meetings etc). | Sessions – no activities | Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday) | Email during ASO Office Hours (8:30am-4:30pm Monday-Friday) | Meeting Host | Meeting Host | Meetings that involve only common functionalities used in Zoom (e.g. simple screen sharing, chat functionality). These are commonly lectures, seminars, learning labs, TA tutorials, etc. | Sessions – with interactivity |
Email and in-person | Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday) | Email during ASO Office Hours (8:30am-4:30pm Monday-Friday) | Meeting Host | ASO Zoom |
Support joins the meetingteam can provide training so support is not required. | This includes sessions requiring screen sharing (sound/video), polling activities, breakout rooms etc. |
If these are ongoing (e.g. weekly) sessions, in-person support will be provided for the first 3 sessions. The ASO Zoom Team will then follow-up to see if continuing in-person support is required. A plan going forward will then be mutually agreed (e.g additional in-person or email support). High Stakes meetings | Email and in-person | Meeting Host | ASO Zoom Support joins the meeting | Meetings/sessions that have grades associated (e.g., participation, or part of an activity/assignment). | Please note the following 'Support’ definitions: In-Person Support: An ASO Zoom team member joins the Zoom meeting and troubleshoots/assists live. Expected turnaround for a response during a meeting is usually immediate (or approx 2 minutes). In-person support can be requested for office hours or basic tutorials, however, in order to ensure we are allocating resources in an efficient manner, this may not always be possible. | High stakes meetings | Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday) | Email and in-person | Meeting Host | ASO Zoom team can provide training so support is not required, and/or ASO Zoom Support may be available upon request at time of booking. | Meetings/sessions that have grades associated (e.g., participation, or part of an activity/assignment). |
* Please note the following 'Support’ definitions: - Email Support: Questions/issues are sent to asozoom@queensu.ca. Please note this email is monitored Monday-Friday 8:30am-4:30pm as well as when tech support is scheduled for sessions.
- Meeting Host: This is the user with a Zoom Pro account. In general, this would be the course instructor or TA.
- ASO Zoom Support: A member of our ASO team that will provide technical support for your meeting. Please note that ASO Zoom is only able to provide support for meetings that have been booked directly through the ASO Zoom account.
- JIT Meeting Requests: Where possible, we will do our best to fulfil any additional meetings requested once the term has begun. However, for requests that we find we are unable to support (usually for those that are received less than 2 working days before the scheduled meeting time), the following guidance is provided for meetings that we are unable to support:
- Meeting Setup: We would ask that the Instructor or TA schedule the meeting themselves and send the meeting details to students via a course announcement.
- Meeting Host: If the meeting is hosted via an individual account, it will be the responsibility of the meeting host to manage the meeting and post the meeting recording (as ASO will not have access to the recordings).
- In-Person Support: Meeting Hosts should be aware that it may not always be possible to provide ASO Zoom in-person tech support for last minute requests.
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