Service Level Agreements

Telecommunications Services SLA – PDF Download Adobe Acrobat Reader icon

Information & Communication Technologies
ICT Technology Services
MSC 3AT – PO Box 30001
New Mexico State University
Las Cruces, NM 88003-8001
Telephone: (575) 646-5999
Fax: (575) 646-6300

Telecommunications Services Service Level Agreement

Effective: 16 March 2017

Description:

Telecommunications Services provides telephone voice services to the Main NMSU Campus in Las Cruces and to the branch campuses in Albuquerque and Alamogordo, NM. The voice service provided is Cisco Call Manager Voice Over IP signaling on each of the three locations. Telecommunications Services operates the services for the end points (telephone sets and software) which include troubleshooting, additions, changes, relocations, and removals of applicable devices.

About this Service Level Agreement:

This document is a Service Level Agreement (SLA) between Information and Communication Technologies Telecommunications Services (ICT TS) and the users of this service. The purpose of this document is to define the service expectations and to outline the communication escalation process. By instituting this SLA, the expectations and requirements of both parties shall be clarified and solidified.

This document covers services provided of the Telecommunications Services to the users, including students, faculty, staff, and other affiliates.

Services Provided:

Under the terms of this SLA, ICT TS shall provide the following services:

  • Installation and setup of telephone desk sets
  • Installation and setup of e-fax machines
  • Installation and setup of Cisco Jabber Software
  • Installation and setup of dedicated burglar and fire alarm telephone lines
  • Installation and setup of elevator telephone lines
  • Setup of Telephone Conference Bridge
  • Setup Operator services
  • Setup of e-911 notifications
  • Locating and denoting telephone and fiber cable positions

Under the terms of this SLA, the users shall be responsible for the following:

  • Abide by all NMSU telephone use policies
  • Contact ICT about any suspicious telephone activity
  • Contact ICT about suggestions for improvements on the service

System Availability, Troubleshooting, and On-Call Support:

System Availability

With the exception of regularly scheduled maintenance and backup time periods, campus telephone services shall be available for access seven days a week, twenty-four hours a day. Specifically, campus telephone services are required to be available 99.9% of the time, except for scheduled downtime. Notifications of downtimes and likely impacts will be sent out to the user community via email, if significant enough Administrative council will also be notified.

Troubleshooting, Response Time and Escalation

As soon as ICT becomes aware of a problem – either through automated monitoring or by user contact – problem resolution will commence and continue until the service is restored or a suitable alternative has been provided.

ICT technical support will be available through the ICT Work Order Desk. Contact may be made via telephone at 575-646-5999 or via email at ict_wodesk@nmsu.edu. Work orders and trouble tickets may also be accessed by going to the web address http://ict.nmsu.edu/ict-form-2/.

Telecommunications Services and the ICT Work Order Desk operate during normal business hours: 8:00 a.m. to 5:00 p.m., Monday through Friday excluding holidays and reduced schedule days.

Support request tickets indicating trouble or requiring attention will be resolved within 24 to 72 hours. All other tickets requesting additions, relocations, or changes will be resolved within five business days.

System Upgrades, Maintenance, and Replacement

ICT TS shall provide five (5) days’ notice of any planned outages/changes to the systems or services covered by this SLA. In emergency conditions or in the events of an unplanned outage, ICT shall provide as much notice as possible and, if possible, repairs will be scheduled outside of normal business hours. However, no guarantees can be offered regarding warning or indications of lost services when accessing, updating, or maintaining the system during emergency situations. Please note that scheduled maintenance for the Campus Telephone Core Systems is essential to ensure reliable, secure, and high performance operations. This means that any changes made to the Core Systems will impact the campus as a whole.

In order for Telecommunications Services to install Voice over IP Telephone services the following things are required:

  • Network operation centers (requires power/cooling)
  • Campus network
  • Building networks
  • External networks for access to the Long Distance and external telephone network (also known as PSTN)
  • Analog service additionally relies on campus copper infrastructure (utilizes the underground and tunnel systems)

Service Assurance and Feedback

Users should bring to the attention of the Liaison any matter that may require resolution.

In order to tailor the ICT charter to meet the growing and changing needs of its clients, feedback regarding the services provided under this SLA is valuable. The opinions of those whom we support are important, and shall help ICT provide better service and identify the future needs of our clients. Therefore, your assistance with any customer satisfaction surveys that you may be presented with is greatly appreciated.