Service Level Agreement (SLA)

In accordance with the IT Telecommunications objective to render exceptional service in a timely manner, the following timelines have been adopted to complete all requests.  The timeline may require adjustment due to circumstances beyond our control.  We will notify you of any known timeline adjustments as soon as possible.  To ensure the timeline is met, all orders must be submitted in TIMS.  Orders received after 1:00pm central time are posted for handling on the next business day. 

• The Office of Telecommunications will respond approved pre-orders and assign to a technician within 1 business day
• All trouble/incident tickets will be completed by a technician within 2 business days of assignment
• Up to three extensions in a single MAC/Service Order will be completed by a technician within 5 business days of assignment
• A telecommunications project is defined by a single MAC/Service Order for more than three extensions, i.e., relocation of a department or a new voice service that requires a new voice or data cable pull.  A telecommunications project requires Telecommunications staff or our on-site technician to conduct a site survey before we can proceed with the project.  Upon completion of the survey, we will send the requestor/department manager an invoice including the specific cable pull requirements and associated costs. We will schedule the technician to begin work when a Purchase Order in CSU Buy is accepted by our vendor.  We will provide the requestor with an estimated completion time.
• Requests for an emergency or critical telecommunications “voice service request” must be submitted through TIMS.  Please include the time requested in the comment box.  We will evaluate the request to determine completion time.