NESC’s Multimedia Support Services help bring a focused and managed plan together to help you meet both short and long term goals in improving reliability and usability of these services.

Traditional Distance Learning and ITV are only part of providing valuable multimedia services. Streaming (Multicast) support is essential, requiring properly configured networks to ensure network performance and quality delivery. Fully operational ITV equipment and support are critical for teaching staff and students.

Working closely with regional ITV clusters to provide regional coordination and support helps to ensure you have a successful experience when using these services on a daily or otherwise basis. Curriculum, training, and integration are some of the key elements that we collaborate together on to ensure goals are in line with educational and organizational needs.

A summary of what you can expect:

• Unlimited Help Desk Support for local ITV related issues
• Telephone, Remote, and On-site Troubleshooting Services
• Annual Video Site Operability Certification
• 24x7 Video Test Facility
• 24x7 ITV equipment status monitoring
• Local ITV equipment support
• On-site Major Release Software Upgrades
• Software Updates and Configuration
• Annual Distance Learning User Group and Training Conference
• Online Video User Group support and discussion groups
• ITV Basic Training for Local ITV Equipment and Online video scheduling.
• NESC/Cluster coordination in the areas of:
  o ITV Classroom/Curriculum/Staff Development Integration
  o Online web-based available curriculum listings via Cluster supported database

Unlimited Help Desk Support
Toll-free help desk number provides unlimited support from 7:00 a.m. to 7:00 p.m. for any hardware or connection questions you have, e.g. audio or video problems, equipment operation, dropped connections or test scheduling.

Telephone, Remote, and On-site Troubleshooting Services
Technicians are available, toll-free from 7:00am to 7:00pm, to identify problems and work with you or your technical coordinator, straight through to resolution over the phone at no extra charge. Many issues can be resolved over the phone or remotely from the Network Operations Center. Technicians will also identify if an on-site visit is required during the process of troubleshooting your problem.

Video Site Operability Certification
Technicians will ensure that your videoconferencing site and internal LAN is fully operational and functional at the start of the school year for any videoconferencing you will conduct, including equipment installation and operation, firewall configuration and internal traffic path verification.

Video Test Facility
A 24-Hour Video Test Facility for on-site operability, connection verification and data, equipment, and audio and video testing. If you need face-to-face verification, the optimal form of testing, network technicians are available to you anytime from 7:00am to 7:00pm, or by appointment if your district requires testing outside of this time.

Video Equipment Status Monitoring
Our 24x7 monitor systems will keep track of how well your ITV system is operating. If the systems fail, we will be able to proactively notify you and provide fast problem resolution response. This will have an immediate impact in improving the Interactive experience and value.

Equipment Support

Major Software Upgrades
Major video conferencing feature and functionality software releases will be “installed” free of charge as part of your membership. “All Inclusive” on-site visits to install major release updates are part of this service helping to ensure cost control and successful videoconferencing experiences.

Minor Software Updates and Configuration
To ensure optimal performance and security of your videoconferencing system, any software configuration, reconfiguration or installations will be performed free of charge as part of your membership, e.g. Windows 2000 configuration, security patch installation, or antivirus software updates.

ITV Training
On-site training on the operation of ITV equipment can be provided to your staff at reduced costs as a benefit of membership.

ITV Classroom/Curriculum/Staff Development Integration
NESC can provide resources for integration of ITV into your district’s curriculum, e.g. links to video field trips, distance learning opportunities, staff development resources, etc.

• Online Video User Group support and discussion groups
• Annual Distance Learning User Group & Training Conference
• NESC/Cluster coordination in the areas of:
  o ITV Classroom/Curriculum/Staff Development Integration
  o Online web-based available curriculum listings via Cluster supported database.