Zoom provides video telephony and online chat services through a cloud-based peer-to-peer software platform and is used for teleconferencing, telecommuting, distance education, and social relations.

• Service Users: UW Madison & Division of Extension Faculty, Staff and Students
• Availability: 24x7
• Server Information: See CMDB: CMDB - Configuration Management Dashboard
• Unique Support Conditions:

1. 1. Zoom technologists will be available via the MS Teams Help Desk Advanced Support - Channel PCS.
   2. For current Zoom status see https://status.zoom.us.
   3. Confirm user is logging into UW-Madison's tenant at uwmadison.zoom.us using SSO login process: see UW-Madison Zoom Workplace - How are you logged into Zoom client?
   4. Zoom AI Companion
      1. Please direct questions about:
         • Feature, feature usage and technical troubleshooting questions to Zoom support: https://support.zoom.com/hc/en/contact?id=contact_us 
         • Campus AI Guidelines to: https://it.wisc.edu/netid-protected/ai-meeting-assistant-tool-guidance/ 
         • UW-Madison Zoom account access to AI Companion features: UW-Madison Zoom WiscIT queue
   5. Add-On Requests for large meeting (over 300 participants) and webinar licenses: 
      • HDQA level staff can assign add-on licenses to UW-Madison Zoom accounts (instructions available here):
        • Webinar 1,000
        • Large Meeting 500
      • HDQA level staff cannot assign the following add-on license to UW-Madison Zoom accounts:
        • Concurrent meeting
        • Large Meeting 1,000
        • Users should submit their request here: Zoom Add-On Feature Request Form.
      • See UW-Madison Zoom Workplace - View and Request Add-on Licenses.
      • If there are concerns about a use case not appearing to be work/school related and you arent sure whether to approve the request or not, please escalate the request to the Zoom queue.
      • Individuals eligible for the UW-Madison Zoom service are eligible for a Zoom add-on license. 
   6. Zoom Service Account Requests: Refer users to the Zoom Service Account Request form.
      • See UW-Madison Zoom Workplace - Service Accounts.
   7. If escalating an issue relating to Zoom/Canvas LTI integration:
      • Please collect Canvas course number, and the URL of where the meeting is posted in Canvas (in addition to standard Zoom handling information).
      • Please escalate Canvas/Zoom integration cases to Zoom > UW-Madison Zoom > General > Submit incident
   8. Troubleshoot questions in the following way:
      1. Search the UW-Madison Zoom KB space for an answer.
      2. Documents regarding the Zoom-Canvas integration are also available on the Learn@UW-Madison KB.
      3. Search the Zoom Support page for an answer.
      4. If a customer is not happy with the answer or require more information than can be provided, gather the required WiscIT incident information below and escalate the incident. Note: screenshots, especially for errors, are extremely helpful. Please attach to the case notes.
      5. If an answer cannot be found, gather the required WiscIT incident information below and escalate the incident.
      6. If the feature the customer is referring to is currently not enabled within our instance of Zoom, please gather as much information about the customer's use case for requesting the feature and escalate the incident.
   9. To confirm a users Zoom service is active, follow the steps in https://kb.wisc.edu/112923#zservicestatus. If the users NetID is eligible but not active for Zoom, follow the steps in NetID - Activating Missing Services (Email, M365 Services, Box, etc.) to activate missing NetID services.
   10. To check a user's UW-Madison Zoom account status or verify a user's account type, follow the steps in https://kb.wisc.edu/internal/112923#zacctstatus. If the customer is requesting a Secure Zoom account and the user is in the "Secure" group, please do not escalate the case and inform the customer they already have a Secure Zoom account.
   11. For eligibility questions, please escalate to the UW-Madison Zoom team so they can evaluate their request.
   12. For questions concerning hosting meetings that may discuss PHI or HIPAA related topics, customers need to be directed to contact their local IT department. 

Select an appropriate service, category and subcategory.

• UW-Madison Zoom

  • General
    
    • Add-On License Request - DO NOT USE. This subcategory is for the Zoom team to track Add-On License Request Forms. Refer users to the Zoom Add-On Feature Request form, categorize case as "Referred to Forms," and resolve the case.
    • Service Account Request - DO NOT USE. This subcategory is for the Zoom team to track Zoom Service Account requests. Refer users to the Zoom Service Account Request form, categorize case as "Referred to Forms," and resolve the case.
    • Eligibility - For questions related to service eligibility or account type i.e. "Should I be able to use UW-Madison Zoom?"
    • Security and Privacy - For questions related to the security of the service or data, including HIPAA requests.
      
    • Referred to Forms - For referrals to the Zoom Add-On Feature Request form and Zoom Service Account Request form.
    • Feedback
    • Submit Incident

For ALL incidents, gather the following minimum required information:

Clear, detailed description of the problem

Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Click the text box to select ll, copy with Ctrl C.

Example Case:

• Contact Information (Full name, NetID, Email): Buckingham U. Badger, Bbadger, bbadger@wisc.edu
• Issue description: Some participants are not able to access the video
• Error message if any: not seeing an error

See Support Conditions

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.