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Panel
titleZoom Technical Support

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 (8 am to 9 pm 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 (8 am to 9 pm Monday-Friday).

ASO Zoom Tech Support: your go-to for bookings, training and recordings

  • Click here to access the Meeting Request Form.
  • 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)


Expand
titleSupport Guidelines & Definitions

ASO 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 8 am to 10pm 9 pm Monday-Friday)

Email during ASO Office Hours (8:30am-4:30pm Monday-Friday)

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 8 am to 10pm 9 pm Monday-Friday)

Email during ASO Office Hours (8:30am-4:30pm Monday-Friday) 

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 8 am to 10pm 9 pm 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 8 am to 10pm 9 pm 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

In rare cases, ASO Zoom Support may be 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.  
  • In-Person Support: Meeting Hosts should be aware that it may not 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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