Service level commitment

The purpose of this Service Level Commitment (SLC) is to define the level of service and support Technology Integrated Learning (TIL) will provide to UVic faculty, staff, and students.  This commitment will evolve over time, with additional knowledge of the client requirements, as well as the introduction of new applications and services supported by Technology Integrated Learning.

Technology Integrated Learning Mandate & Goals

Technology Integrated Learning is the University of Victoria’s resource for teaching and learning with technology. TIL strives for excellence in the service of professional development opportunities for faculty, instructors and staff. Working with our campus partners, we offer training and consulting services related to use of educational technology in today’s 21st century post-secondary classrooms and learning communities. 

Scope of Commitment

The following services are covered by this commitment

Educational Technology Support Services:

Support use of and provide training/workshops for the following enterprise platforms for learning and teaching: 

  • CourseSpaces and the Online Academic Community (OAC) 

Advise instructors on how to mitigate security and privacy risks in the learning and teaching environment

Service Request tracking and resolution

Coordination of issues with NetLink IDs, access to resources, or access for affiliate members of the UVic community in partnership with University Systems

Coordination of issues related to Continuing Studies Moodle servers and outages with the Division of Continuing Studies Information Services team

Educational Design Services: 

Services for optimising learning experiences and teaching-learning processes in hybrid and online courses and learning events

Services for systematic design and evaluation of online courses, learning activities, and materials 

Services for development and implementation of educational designs 

Consultation and workshops for applying strategies and technologies that meet learning objectives and learner needs

Hours of Support:

The Technology Integrated Learning Support Desk (TIL Support) is available to provide expert (Tier 2/3) support Monday to Thursday, 9am – 7pm; Friday 9am-6pm, Saturday/Sunday 10am – 4pm.

The Computer Help Desk (CHD) is available to provide basic (Tier 1) support Monday through Friday, 8:00 a.m. –11:00 p.m. excluding statutory holidays. 

Method of Requesting Services:

Under normal circumstances clients are requested to contact Technology Integrated Learning for support using the following methods:

Contact the Computer Help Desk directly at 250-721-7687

Submit a request for help on the Computer Help Desk website

Application-specific email:  coursespaces@uvic.ca; oac@uvic.ca 

Contact the TIL Distance Support Desk directly: (Distance students/instructors only)

Email: tilhelp@uvic.ca 

Call the TIL Distance Support Desk at 250-721-8476 (1.888.721-8476)

Service Request Response Process:

Once a client requests service, the Technology Integrated Learning staff will attempt to resolve the issue immediately or escalate it as appropriate. Staff will enter a service ticket into a tracking system which will be used both for client communication and to track progress and ensure resolution of the issue or request.

Technology Integrated Learning Support Staff Responsibilities:

Provide clients with a service ticket number during initial contact

Keep clients informed of progress regarding service request 

Escalate pertinent issues not resolved at Technology Integrated Learning to appropriate UVic partners

Escalate service requests concerning design work or projects to appropriate TIL Educational Design Team staff

Service requests that require a site visit are scheduled in collaboration with the client and staff availability

Technology Integrated Educational Design Staff Responsibilities:

Determine requirements and deliverables for a learning design or development project

Work with clients to establish roles, responsibilities, and schedules for design projects

Work with clients to communicate progress of design or development project  

Client Responsibilities:

Report all requests/incidents via the Computer Help Desk/TIL Support Desk

Provide a clear description of the request/incident

Provide names of individual(s), their phone number(s) and office location

Be available to assist with incident resolution

Maintain knowledge of computer usernames and passwords

Purchase software licenses and having media available when required

Provide the necessary course content and details (SME/program area)

Out of Scope:

The following services are out-of-scope by this commitment:

Networking support (e.g. connectivity to the internet, wireless network)

Support and maintenance of servers, databases, and applications not managed by TIL

Support for non-standard software used in a course or by the instructor or student

Support for workstations that are not using MS Windows or Mac OS as an operating system

Mediation between the program area and the instructor with respect to content and process

Project management for any project in which TIL services are being received

Subject matter expertise for creation of domain-specific course content

 • Facilitation in course delivery

Administration of course evaluations 

Any services not explicitly listed under Scope of Commitment

Terms and Conditions of the Commitment

This commitment is in effect until it is replaced by a future revision. 

Supervision of Technology Integrated Learning Personnel

 Technology Integrated Learning is solely responsible for the supervision of Technology Integrated Learning personnel, by providing guidance and advice in this Commitment. The Manager, Technology Integrated Learning provides primary supervision under the guidance of the Director, Technology Integrated Learning.

Prioritization of Issues

Technology Integrated Learning supports several thousand clients including faculty, staff, and students on and off campus. Support requests and issue reports are prioritized by TIL staff based on the scope and severity of the issue and handled in priority sequence. 

Design services are provided by TIL for appropriate requests related to education, teaching, and learning. TIL reserves the right to determine the appropriateness of all requests based upon priority, staffing availability, cost, and time.

Standard Costs

For our supported products, there is no charge for information, advice, and initial problem resolution; however, extended services including site visits, are subject to service-for-fee charges. 

Additional Costs

Additional services can be requested via tilhelp@uvic.ca. TIL will develop a project proposal for this service.  Costs for additional services not included in the commitment described above may include some fees, as required.