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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: 

 

: your go-to for bookings issues and recordings

  • ASO provides optional training for teaching teams early in the term to ensure you're comfortable with the technology and able to utilize all the features of Zoom, including polling and breakout rooms.
  • If you have a question about your booking, setting up Zoom links in your course, or your Zoom recordings, please contact asozoom@queensu.ca (email monitored during ASO office hours: 8:30am - 4:30pm Monday-Friday)

ITS Zoom Tech Support*: your go-to for technical difficulties 

  • The Queen's IT Support Centre offers basic Zoom support for all faculty and students via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday).
  • Please note: there currently is no support available on weekends or outside of the IT Support Centre hours listed above.
  • If you or your students are having difficulty logging into a Zoom meeting, accessing the features of Zoom, or any other technical difficulty, please contact the IT Support Centre via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday).


Panel
titleZoom Technical Support

ASO Zoom Tech Support

  • If your Zoom session uses advanced features such as polling or breakout rooms, or if you are simply not comfortable using the software, tech support can be provided (optional).
  • If you would like to request tech support for your Zoom meeting, please indicate this when booking your meeting.
  • If prearranged, ASO tech support will open your Zoom meeting and be available for the entire duration of your session. 

Expand
titleSupport Guidelines & Definitions

Type of Meeting 

Expand
titleSupport Guidelines & Definitions

Support Guidelines 

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 

Meeting Host

ASO Zoom team can provide training so support is not required  

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 

Meeting Host

ASO Zoom team can provide training so support is not required 

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 

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 team can provide training so support is not required

This includes sessions requiring screen sharing (sound/video), polling activities, breakout rooms etc.  

High stakes meetings 

Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

Email and in-person (if pre-arranged at time of booking) 

Meeting Host 

ASO Zoom team can provide training so support is not required, and/or

In rare cases, ASO Zoom Support may be available upon request provided if pre-arranged 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)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 
  • 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. 


Info
titlePlease Be Advised

Even for meetings that are not supported by the ASO Zoom Team, we are always here to help!  ASO's office hours are 8:30am-4:30pm Monday-Friday, and a member of the ASO Zoom Team monitors emails to asozoom@queensu.ca during these hours.  Please contact ASO Zoom Support directly at asozoom@queensu.ca if you have any questions we can help address. 

For additional information on Zoom, please visit https://www.queensu.ca/its/zoom. 


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