Phyllis Brunken, Christie Peters, Alan Wibbels, Craig Peterson, and John Stritt held a conference video/phone call on Monday afternoon, October 8.
Subject: Tech Support for Tri-Valley

At the May and July meetings of the TVDEC executive council, a request was made that the technology teams from ESU 7, 10, and 11 meet with the TVDEC coordinator to a) determine what distance learning tech services have been provided; b) what does TVDEC owe for these services in 2000-01; and c) define what services and/or responsibilities fall outside of regular ESU support services. The following information was taken from the July 18 Executive Council meeting minutes:

• Contracted Technical Support (311) - At the May meeting, there was discussion concerning payment for technical services provided by ESU 7, 10, and 11 tech support teams. The ongoing budget of $25,000 for technical support has been used on an as needed basis. Considerations for developing a clearly defined technical support plan included:
  • Purchasing technical service contract versus hiring a technical support contract. (Service versus hiring an individual)
  • Definition of services that would be provided beyond normal maintenance agreements.
  • What services were provided in 2000-01. How much time was spent in support of distance education.
  • Determine whether an as needed basis would be more cost effective then a maintenance contract.
  • What is the step by step procedures for getting technical support. (1st - Coordinator, 2nd Coordinator seeks expanded service)
    Discussion Items:

1. Review of tech support budget - $25,000
2. Discussion as to what distance learning services were provided by ESU 7, 10, 11 during 2000-01.

• Router Rate - $250 per machine
• ESU 10 configured and installed 20 routers = $5,000
• ESU 11 configured and installed 2 routers = $500
• ESU 10 researched and installed IP system 50 hours @ $50 per hour = $2,500
• ESU 11 delivered and installed IP phone and fax at agreed rate of $750
• ESU 10 delivered and installed IP phone and fax at agreed rate of $750
• ESU 7 delivered and installed 4 IP phone and fax ($35 each) $140

3. Discussion as to what services falls outside of ESU regular services and should be reimbursed for by TVDEC.

• John Stritt provided a list of services that have been requested from August 1 to date. Noted that the majority of services involved Charter (F&S).
• Alan Wibbels brought a list of time support items (approximately 10 hours) for service required. This included Ron Cone going with John Stritt to Spalding and Central Community College to solve IP phone/fax issues.
• Primary concern is that schools who have distance learning problems are responded to asap. (See procedural methods below)
• John has met with Brian Olin to review process for getting in touch with Charter and a way to provide a paper trail of past and current troubleshooting activities. John will be creating a web based reporting system to support this troubleshooting process.
• John will continue to work with ESU 7 and 11 so they are aware of trouble shooting issues.

4. Rate for payment to ESU’s for tech support. $50 per hour (Comparable to Charter rate.)
5. Review procedural methods for getting technical support.

• Call TVDEC coordinator (IP Phone or Fax)
• If TVDEC coordinator is not available, contact Sue Rains (865- EXT)
  • Sue will contact coordinator by cell phone (308-289-4521 or
  • Call Charter and page Randy Fisher 237-9277 or
  • Brian Olin 237-9277
• Complete troubleshooting ticket as soon as possible.

6. Other discussion items:

• CableUSA bills for support with Ord and Axtell
• What is school’s share of repair for outside support?
  • After reviewing what other consortiums are doing related to tech support, John Stritt will put together a couple of proposals for ways to finance tech support.

The minutes of this report will be shared with the Executive Council at their next scheduled meeting - Thursday, November 8, 1:00 PM