Complaints Procedure

Our Promise

To provide day-to-day technical and user support services for H.320 and H.323 videoconferencing equipment and conferences.

To provide servicedesk support, accessible by video, telephone and email, between the hours of 09:00 and 17:00 Monday to Friday:

  • All calls and queries to the servicedesk will be answered within two(2) hours;
  • During staffed periods, calls will be received at the Support Centre by a member of our servicedesk team; in exceptional circumstances your call may be transferred to our call-centre management system, where your message will be recorded;
  • Every effort will be made to resolve queries upon initial contact with the servicedesk team; in certain circumstances your query may need referral or a call back.


To provide field service engineers to support and assist with troubleshooting or replacement of faulty equipment.

To provide training and support to staff in the use of videoconferencing equipment for institutional events. 

To provide training and support to staff in the effective and educational use of videoconferencing for learning and development. For more information, please contact the Learning and Development team at admin@wvn.ac.uk


Our support commitment

  • To provide advice about the purchase of suitable videoconferencing equipment.
  • To carry out site surveys and give advice about optimizing locations for videoconferencing use.
  • To give advice about networking issues related to the use of IP/H.323 videoconferencing.
  • To install and commission all studios (WVN staff are unable to fix brackets to walls or carry out another work that involves changes to the structure or fabric of the building).
  • To de-commission and relocate studios to new locations, providing a valid reason is demonstrated (a maximum of one move a year, without additional cost).
  • To undertake an annual studio health check available on request, to ensure satisfactory operation of studio equipment and to tidy wiring.
  • To carry out remote management of videoconferencing endpoints (where the recommended access is permitted by network operators).
  • To complete hardware and software upgrades of studios (providing the software upgrade is free of charge or covered by an appropriate maintenance agreement).
  • To install and commission  infrastructure equipment to enable IP/H.323 videoconferencing.
  • To liaise with suppliers and manufacturers to manage maintenance or interoperability issues.
  • To provide technical training, user guides and awareness, for standard equipment, tailored to user requirements.
  • To provide training in the use of videoconferencing, tailored to suit the needs of each user community.
  • To represent the views of the WVN user community at appropriate events such as the JVCS Booking Service Steering Group or directly with manufacturers such as Polycom, Cisco or TANDBERG to suggest product enhancements.
  • To liaise with other JANET(UK) operated video services, including the JANET Videoconferencing Service (JVCS).
  • To provide asset management, including an inventory of equipment at each location along with appropriate serial numbers.


Your opinion matters


We encourage customers to provide us with feedback at the earliest opportunity to enable us to gain an insight into how our services meet the needs of our customers. Several surveys have been developed to highlight all aspects of customer experience, from field services to videoconferencing user comments.  We aim to act on all feedback and to use this to monitor and improve our service.  Through staff development, our team is trained to appreciate the importance of customer feedback and our complaints process. Should you wish to complete one of our surveys following recent contact with the Support Centre, please contact admin@wvn.ac.uk, where a member of our administrative team can arrange for an online survey link or a paper copy of the appropriate questionnaire to be sent to you.


Should things go wrong

At the Welsh Video Network we aim to monitor customer satisfaction and provide clear standards to ensure that our customers know what to expect from our team and services. However, we appreciate that, on occasion, a complaint may arise.  Should you be unhappy with our response or services, please let us know.
When raising a concern, please include full details of the problem with the date(s) of occurrence, your name, contact details and a list of actions (if any) already taken by our team. Following the initial complaint, we aim to respond to you within five business days.


How to raise your complaint

Stage 1: In the first instance, please contact us about your complaint:

By post:
Welsh Video Network
Information Services and Systems
Swansea University
Singleton Park
Swansea
SA2 8PP

By telephone: 0300 688 0688
09:00 - 17:00, Monday to Friday (out of hours your message will be recorded)

By email: admin@wvn.ac.uk

        
Stage 2: If you are not happy with our response, please contact the WVN Video Network Manager, Mark Burden, at the above postal address, or:
   
By telephone: 01792 513518


By email: m.burden@swansea.ac.uk

        
Stage 3: If we cannot resolve your problem within the WVN, you are most welcome to contact a senior members of the Information Services and Systems department at Swansea University:

Kevin Daniel (Director), 01792 295174, d.k.daniel@swansea.ac.uk

Steve Williams, 01792 295167, s.r.williams@swansea.ac.uk