Observational Camera

This service level agreement page outlines the support provided by Biola Tech Support for maintaining and troubleshooting Biola’s Ring Based Observational Camera System.

For device usage or software issues: Contact Ring technical support via phone call or chat.

For camera malfunction: Contact IT Helpdesk at it.helpdesk@biola.edu.

Hardware Repair: Coordinate with IT Operations for hardware failure resolutions, including RMAs or repairs with Amazon. No quick swaps available.

Network: Network outages and changes can affect camera functionality; the general network SLA applies.

Client Software: Assistance with user account access; software issues directed to Ring Support.

Standard Time to resolution: 2-4 weeks based on issue severity.

Ring offers a 1-year limited warranty for repairs and replacements of defective products.

Basic customer support available via Ring’s online portal.

Support Link: Ring Support

Service Category: Instructional Technology

Service Offering: Observational Cameras

Service Description: Network-based solution for observational cameras at Biola, enabling two-way communication via Ring's mobile app.

Audience: Staff and Faculty for observational or educational purposes.

Requirements: N/A

N/A

Service requests through the Instructional Technology Manager.

Biola University IT Helpdesk:

• Phone: (562) 903-4142
• Email: it.helpdesk@biola.edu

Ring Support:

Support Link: Ring Support

Configuration & Deployment: Tier 1 Tech Support > Tier 3 (Curtis Lee) > Net Ops

Troubleshooting: Ring Support > Tier 1 Tech Support > Tier 2 Tech Support > Tier 3 (Curtis Lee)

User Education: Lab Manager > Curtis Lee

Wiring and Installation: Camera Costs: $800 ($250 per camera)

Network: Wired

Desktop & Mobile Computing: Peripherals

Account Information: Managed by Instructional Technology (ring.it@biola.edu)

Main Ring Account: Ring Account Login

System Configuration and Deployment: Details about camera units, mounting, power/network setup.

User Configuration Set Up: User account setup and access instructions.

Mobile Application: Instructions for downloading and accessing Ring's mobile app.

Recording: Guidelines for using the camera's recording features.

Network Configuration: Details about network connectivity for the cameras.