IT Services
Service Level Agreement
Telephony (TEL)
Contents
1
INTRODUCTION ... 4
1.1 Service Outline ... 4
1.2 Scope of the Agreement ... 4
2
SIGNATORIES ... 5
3
SERVICE CONTACTS ... 6
3.1 IT Services: Service Desk ... 6
3.2 IT Services: Business Account Manager ... 6
3.3 Business Primary Contact ... 6
4
DOCUMENT REFERENCES ... 7
5
SERVICE DESCRIPTION ... 8
5.1 In Scope ... 8
5.2 Scope Limitations... 10
5.3 Escalation ... 10
6
TARGET SERVICE LEVELS ... 11
6.1 Request Fulfilment ... 11
6.2 Incident Management ... 11
7
CUSTOMER RESPONSIBILITIES ... 12
APPENDIX 1: THIRD-PARTY RESPONSIBILITIES ... 13
APPENDIX 2: APPROVED LIST OF INCIDENT AND STANDARD SERVICE REQUEST CLASSES ... 14
Copyright 2010-2011. All rights reserved.
All information Copyright University of Salford
Document Control:
Project/Service Name: Telephony Document Number: SLATEL Original Author: John Green
Version Reason for Change Author Date
0.1 First Draft John Green 26/1/11
0.2 Initial service levels added. John Green 1/3/11
0.3 Further standard sections added John Green 24/3/11
0.4 Charging links added John Green 21/4/11
Distribution for Approval:
Title Name Signature Date
Distribution for Information:
Department Title Name Date
1
Introduction
1.1 Service Outline
The purpose of this service is to facilitate University staff communications by providing both campus (wired) and mobile communication facilities. The service provides University staff with telephone access from fixed line IP Phones and mobile voice and data access via mobile devices.
1.2 Scope of the Agreement
This agreement covers the key activities that underpin the provision of the Telephony service by the IT Services Division.
2
Signatories
Customer Organization: All university departments. Provider: IT Services, University of Salford;
Agreement effective from: 4/4/11;
Review Due: 4/4/12 and annually thereafter. Signed:
_____________________________________________
Name: Date:
(On behalf of the customer)
Signed:
_____________________________________________
Name: Date:
3
Service Contacts
3.1 IT Services: Service Desk
Telephone Number 0161 295 2444
Email Address [email protected]
Emergency Number -
3.2 IT Services: Business Account Manager
Name John Green
Telephone Number 0161 295 3218
Email Address [email protected]
Emergency Number
3.3 Business Primary Contact
Name There is currently no central point of representation
for consumers of the Telephony service. Business Title/Role
Organizational Unit Telephone Number Email Address
4
Document References
Document Purpose/Content Location/Linl
Orange Buyers’ Guide Purchasing information for mobile devices, including approved product list.
http://www.purchasing.salford.ac.uk/internal/bu yers_guide/contract.php?supplierID=214&contra ctID=1
Staff Essentials: Telephony
Telephony Service general guidance and links to training offerings.
5
Service Description
5.1 In Scope
1 Availability of the following telephony facilities:
Basic extension/call-handling facilities. Connectivity to public telephone network.
Call routing facilities (IPCC Intelligent routing, providing contact centre functionality); Voicemail (Unity Voicemail).
Departmental billing (Softex). University switchboard service (ARC).
Handset directory (corporate directory accessed via IP phone handsets). Analogue connectivity (required for some legacy equipment).
Mobile handsets (connected directly to public telephone network via the university’s appointed service provider).
2 Investigation and resolution of incidents and problems arising in relation to the elements listed under item 1 above.
3 Telephony user advice and guidance:
Via ITS web pages (See section 4)—costs, user documentation, etc. Via ITS Service Desk.
4 Fulfilment of (user) requests for new IP Phone handset from the following range:
7911/12 Standard handset;
7960 2-Line button Manager/Secretary package.
Notes:
1. Charges for new equipment are quoted prior to purchase.
2. Where an equipment installation also requires the installation of new data network points, an additional charge will be incurred per network point.
3. Includes new user account where required.
5 Fulfilment of ‘unsubscribe’ requests:
Return of unrequired IP handsets. Closure of user account.
6 Fulfilment of (user) requests for configuration of the 7960 2 Line button Manager/Secretary IP phone package.
7 Fulfilment of (user) requests for amendment to caller identity (the text that appears on handset displays during ringing and in-progress calls).
8 Fulfilment of (user) requests for amendment of entries in the corporate directory (accessed via handsets, not the on-line staff directory)
9 Fulfilment of (user) requests for amendment to the switchboard directory (used by operators for extending calls).
10 Fulfilment of requests for voicemail PIN reset
Security procedures apply which preclude the communication of new PIN codes to users by telephone.
11 Fulfilment of requests for setup/amendment/removal of IP Contact Centre:
I.P.C.C Call scripts (allows predefine call routing with potential for intelligent voice routing). Hunt groups (allows incoming calls to be routed to a predefined group in a predefined sequence). Pickup groups (allows incoming calls to be simultaneously routed to a predefined group).
This element will require time for design, planning and implementation.
13 Fulfilment of requests for setup of MeetMe conference call (provides a telephone number which all participants dial).
Request should be made at least 48 hours prior to requirement. Allows a maximum of 10 callers per conference call.
Note:
Where all participants are calling from university extensions, ‘Ad hoc’ conference facilities are available as a standard handset feature—maximum of 10 callers per conference call.
14 Fulfilment of requests for loan of a 7960 IP Phone handset including delivery/setup/retrieval of the handset (users can make use of the speaker facility on the handset allowing multiple users to engage in calls).
Requests should be made at least 48 hours in advance of requirement. ITS carry 2 loan handsets, available on first-come first-served basis. Maximum continuous loan duration: normally 48 hours.
15 Fulfilment of requests for analogue telephone lines (required for certain legacy equipment; for example: PDQ devices, office fax machines).
16 Fulfilment of requests to retire unrequired analogue telephone lines.
17 Fulfilment of requests for setup/amendment/removal of IP telephone departmental billing, including:
Creation/removal of billing account;
Creation of scheduled monthly billing reports; Changes to monthly billing reports.
18 Provision of IP-telephony-related training—see reference/link in section 4 for current offerings. 19 Fulfilment of requests for ITS approved mobile devices (Professional & Administration staff
only).
Refer to section 4 for links to pages giving details of range and charges.
Hours of Service in relation to the above:
ITS endeavour to maintain continuous availability of telephone systems and connectivity.
All other aspects (requiring involvement of ITS staff—including Switchboard): 0800-1700 on business days.
5.2 Scope Limitations
Only ITS-approved equipment will be provided as part of this service—see links in section 4 for details of available ranges.
5.3 Escalation
The escalation route within the IT Services organization, for issues relating to service incidents or service requests, is as follows:
1. Service Desk Manager; 2. Business Account Manager; 3. Head of Service and Support;
6
Target Service Levels
6.1 Request Fulfilment
Service Characteristic Target, Capability or Limitation Initial Response
Per calendar month: % of Standard Service Requests for which an initial response has been received within target timeframe.
95% where:
Initial response target for Priority-1 request = 4 working hours or less;
Initial response target for Priority-2 request = 1 working day or less;
Initial response target for Priority-3 request = 2 working days or less;
Initial response target for Priority-4 request = 3 working days or less;
Initial response target for Priority-5 request = 5 working days or less.
Fulfilment
Per calendar month: % of Standard Service Requests fulfilled within target timeframe.
95% where:
Fulfilment target for Priority-1 request = 4 working hours or less;
Fulfilment target for Priorty-2 request = 1 working day or less; Fulfilment target for Priorty-3 request = 3 working days or less; Fulfilment target for Priority-4 request = 5 working days or less; Fulfilment target for Priority-5 request = 10 working days or less.
6.2 Incident Management
Service Characteristic Target, Capability or Limitation Initial Response
Per calendar month: % of recorded incidents for which an initial response has been received within target timeframe.
95% where:
Initial response target for Severity-1 incident = 1 working hour or less;
Initial response target for Severity-2 incident = 2 working hours or less;
Initial response target for Severity-3 incident = 4 working hours or less;
Initial response target for Severity-4 incident = 1 working day or less;
Initial response target for Severity-5 incident = 2 working days or less.
7
Customer Responsibilities
It is the responsibility of users to familiarise themselves with their allocated IP Phone handset. Training and user guides can be found on the Telephony web site (see reference in section 4). Users are responsible for ensuring that the connection between their IP Phone handset and the
data point remains in place.
Where ITS provide IP Contact Centre facilities, the requester must ensure a suitable contact centre supervisor is nominated, who will be responsible for the maintenance of all recorded greetings and messages, ensuring that they remain up-to-date and appropriate to circumstances and local processes.
Local Billing Administrators are responsible for cross-checking the accuracy of bills.
Each request for MeetMe conference call facilities must be placed a minimum of 48 hours in advance of the actual requirement.
Each request for the loan of a 7960 IP Phone handset must be placed a minimum of 48 hours in advance of the actual requirement.
It is the responsibility of users to familiarise themselves with IP Phone conferencing prior to use. Training offerings and user guides can be found on the Telephony web site (see reference in section 4).
Users should advise ITS regarding any inaccuracies with their caller identities or handset-accessed corporate directory entries.
Users should contact ITS regarding any concerns about misrouting of calls by the university switchboard service—this may be due to inaccuracies in the switchboard directory.
Appendix 1: Third-Party Responsibilities
Appendix 2: Approved List of Incident and Standard Service Request Classes
001 ip phone directory/Caller ID/Main (ARC) directory amendment request 002 Request for new desk phone
003 Return unwanted desk phone
004 Request for new mobile device 005 Return unwanted mobile device 006 Voicemail PIN reset request
007 Request for Line button Manager/Secretary configuration 008 Hunt/Pickup group configuration request
009 Conference call (Meet Me) booking 010 Handset loan request
011 Analogue line setup request 012 Analogue line move request
013 Analogue line discontinuation request
014 Cable telephone billing account setup request (New departmental customer) 015 Cable telephone billing account amendment request
016 Cable telephone billing account closure request
017 Mobile network billing account setup request (New departmental customer) 018 Mobile network billing account amendment request
019 Mobile network billing account closure request 020 Training request
Appendix 3: Service Charges
Details of charges are maintained on the following ITS Intranet pages:
For mobile devices:
http://www.purchasing.salford.ac.uk/internal/buyers_guide/contract.php?supplierID=214&contractI D=1
