AV Tech's Service Level Agreement for School of Medicine Final Exam Support

Last revised 11/3/2023

AV Tech supports the following types of exams:

  • Elective course exams or MSPA course exams

  • Non-Canvas-based exams

  • ExamSoft/Examplify exams

  • In-Training/In-Service exams

  • Any other high-stakes exams reserved via medscheduler


For these exams, AV Tech's responsibilities include:

  • Installing or updating secure browsers and ensuring that the machines used for exams, including SOM laptops and teaching lab computers, meet the specified exam system requirements

  • Setting up the teaching lab and, when requested, distributing or setting up reserved laptops as needed

  • Providing assistance to exam-takers who require help in certifying their personal devices for exam use

  • Documentation and Troubleshooting


AV Tech's Support for NBME (National Board of Medical Examiners) includes:

  • Collaborating with the clerkship or Medscheduler to identify the backup computers required for the exam and ensuring that these devices meet the exam's specific requirements

  • Coordinating and arranging IT support for NBME remote shelf exams. It's important to note that EdTech traditionally participates in providing IT support for NBME exams. Both AV Tech and EdTech work together to meet the IT support resource needs of the NBME.

  • Documentation and Troubleshooting


AV Tech does not assume responsibility for making on-site exam location reservations. Making exam room reservations is the responsibility of the course team.

For final exams in Canvas:

  • EdTech provides onsite support during final exam periods for required MD curriculum course exams offered in Canvas. This includes exams that are using LockDown Browser.
  •  AV Tech is responsible for collaborating with the onsite EdTech staff to coordinate the distribution of backup laptops, documentation, and troubleshooting

Support Contacts

Space scheduling and reservations:
650-723-6952 | M-F 7 AM - 6 PM

Classroom technical support:
650-724-7370 | M-F 7 AM - 6 PM