EdTech’s Service Level Agreement for School of Medicine Final Exam Support

Last revised 10/26/2023

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.

EdTech’s exam support includes:

  • Faculty consultation for assessment innovation and best practices
  • Student pre-exam computer health best practice reminders
  • Providing a LockDown Browser Verification Quiz in all Canvas course templates for course teams to use
  • Pre-exam review of exam settings in Canvas
  • During exam, exam instructions posted for students in classroom if needed
  • During exam, on site distribution of backup laptops for students needing them (requires resource reservation and Canvas-based exam)
  • During exam, tier one technical support
  • Liaising with TDS partner teams as appropriate, including: 
    • AV Tech for coordinating distribution of backup laptops, documentation and troubleshooting
    • Field Services for documentation and troubleshooting
    • Networking for documentation and troubleshooting


EdTech does not support:

  • Elective course exams or MSPA course exams
  • On site distribution of backup laptops for non-Canvas-based exams
  • Room/resource reservation review
  • ExamSoft/Examplify exams
  • Paper-based exams or any other non-Canvas-based exams


EdTech only provides technical support and cannot provide any content support during exams.

The above only applies to quarterly final exam periods and does not include support services for NBME or any other high stakes exam.

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

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