Technical Support


5. A documentation technology plan that includes electronic security measures is in place and operational to ensure quality standards, adherence to FERPA, and the integrity and validity of information. 
 Comment received: Documentation supports indicator moderately. Evidence of FERPA support and awareness of redundant system is satisfactory. For a score of 3, additional documentation is needed to demonstrate a technology disaster preparedness plan, not just a meeting about the plan. Also, additional documentation about how student are authenticated is needed.
2
Moderate Use
 6. The technology delivery systems are highly reliable and operable with measurable standards being utilized such as system downtime tracking or task benchmarking.
Comment received: Documentation fully supports the indicator. Charts and documents indicate student usage and server benchmarking are monitored regularly.  3
Meet Criterion Completely
 7. A centralized system provides support for building and maintaining the online education infrastructure.
Comment Received: Documentation fully supports indicator. The institution has made the commitment to insure that centralized systems are in place.
3
Meet Criterion Completely
8. The course delivery technology is considered a mission critical enterprise system and supported as such.
Comment received: Documentation supports indicator moderately. IT Plan document is thorough. For a score of 3, other needed documents such as FY11 or FY12 budget, a sample "off-campus support contract," and documentation on policies such as limited downtime, employees dedicated to technology support, and plans for upgrades should be included.
2
Moderate Use
9.The institution maintains system backup for data availability.
Comment received: Documentation fully supports the indicator. the IT Strategic Plan and the use of an off-site host indicate appropriate attention to system backup and data integrity. Remember to add off-site back-up recovery information.
 3
Meet Criterion Completely
10. Faculty, staff and students are supported in the development and use of new technologies and skills.
Comment received: Documentation fully supports indicator. Evidence that faculty, staff, and students are supported and trained is provided. a Lit of various virtual workshops would be helpful.
 3
Meet Criterion Completely
 Comments for Technology Support: Overall, the institution has provided snapshots of their commitment to IT best practices. Monitoring of system downtime and maintenance is documented. While meeting notes indicate the existence of a disaster preparedness plan, it would be helpful to see that document here.
 Points Possible:
18

Points Earned:
16