CMDI Core Technologies: Service Level Agreements
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Service Level Agreements (revised May 2025)
Computer Lab Support
CMDI provides and maintains computer labs equipped with advanced hardware and software for teaching and creative work. The CMDI Tech Experience Team oversees the planning, installation, updates, and support in collaboration with lab owners and OIT. Departments are responsible for early planning and funding of discipline-specific software. Support is prioritized based on the impact of issues, with no fees for standard services.
Data Storage and Retrieval
CMDI offers a secure and reliable way for students, faculty, and staff to store important digital files. The service includes regular backups, protection against data loss, and quick recovery in case of problems. Users can access their files anytime, and CMDI works to keep the system safe and running smoothly. Support is available on weekdays, and the service is free for most users unless special needs are requested.
Department Technology Lifecycle Management
CMDI helps track and manage technology that departments and units buy for work, teaching, or research. If the item costs $99 or more, the CMDI Tech Team adds it to an inventory list and helps plan when to replace it. The person buying the equipment needs to fill out a form to start the process. This service is available to all CMDI faculty, staff, instructors, graduate researchers, and student workers.
Software Procurement
CMDI helps faculty, staff, and students request and install software for teaching, research, and administrative work by coordinating with campus partners, managing installation and setup, providing support for access and use, and offering guidance on vendor training materials—though users are responsible for learning how to use the software.
Staff Technology Purchasing
This service helps CMDI staff get the technology they need, including purchasing, tracking, and refreshing staff computers, and outlines steps for handling technology when a staff member leaves. Supervisors play an active role in submitting forms and coordinating with the CMDI Tech Experience Team. The program does not provide repairs or tech support—those are handled by OIT Dedicated Desktop Support.
Technology Support for Learning Spaces & Events
CMDI ensures that college-managed classrooms, conference rooms, and event spaces are equipped and supported with reliable, accessible technology. Services include purchasing equipment, setting up and breaking down AV, providing event consultations, and offering on-site troubleshooting. For event AV support, at least two weeks' notice is required. Room logistics (e.g., furniture, scheduling) are managed by other CMDI coordinators.
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