ICT Service Level Agreements

Core Telephone Service

Description: All core telephone services provided to New Mexico State University by ICT. The core telephone service consists of long distance, local dial tone, toll free, 911 database and connectivity, voicemail, emergency phones, elevator phones, key systems, TDD Phones, and the distributed telephone switch.

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

This document covers production services and support including installation, configuration, monitoring, and maintenance of the Core Telephone Service. 

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

·        Install, configure, maintain, and troubleshoot the Core Telephone Service.

·        Review all maintenance plans, upgrade plans, etc., and communicate with users to ensure minimal disruption of service.

·        Equipment supported under this SLA shall be protected against configuration loss by the use of regularly scheduled backups and through maintenance agreements. 

·        Core telephone service equipment and services are automatically monitored and personnel are notified immediately of outages.

·        Maintain accurate and up-to-date documentation.

·        Provide a traffic statistics or report on an on request basis.

·        Provide and maintain contacts and procedures for reporting and/or escalating problems.

·        Provide overall disaster recovery and contingency planning. 

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

·        Abide by all NMSU telephone use policies.

·        Contact ICT about suspected telephone.

·        Contact ICT about suggestions for improvements to the service.

·        Major topology change recommendations will be shared with the NMSU community and presented to Administrative Council before they are implemented. 

System Availability, Troubleshooting, and On-Call Support

System Availability
With the exception of regularly scheduled maintenance and backup time periods, the systems supported shall be available for access seven days a week, twenty-four hours a day.  Specifically, core telephone services are  normally expected to be available for use 24 hours per day, 7 hours per day, 365 (366) days per year, 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 & 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. 

If the problem can not be resolved within a reasonable time (usually .5 hours or less) after work commences, if there is an impediment to resolving the problem outside the control of those working on it, or if there will be a major impact on the university caused by the out of service situation, then the appropriate ICT management will be contacted to help resolve the problem.  The university community will be notified of the issues and its resolution.    

System Upgrades, Maintenance, and Replacement
ICT shall provide one (1) week notice of any planned outages/changes to the systems or services covered by this SLA. In emergency conditions or in the event of an unplanned outage, ICT shall provide as much notice as possible. 

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.