Service Level Agreement

Transcription

1 Template SDSU-TPL v2 20/1/11 IT Services Service Level Agreement Telephony (TEL) Document Ref: DSLATEL Version: /04/2011

2 Contents 1 INTRODUCTION Service Outline Scope of the Agreement SIGNATORIES SERVICE CONTACTS IT Services: Service Desk IT Services: Business Account Manager Business Primary Contact DOCUMENT REFERENCES SERVICE DESCRIPTION In Scope Scope Limitations Escalation TARGET SERVICE LEVELS Request Fulfilment Incident Management CUSTOMER RESPONSIBILITIES APPENDIX 1: THIRD-PARTY RESPONSIBILITIES APPENDIX 2: APPROVED LIST OF INCIDENT AND STANDARD SERVICE REQUEST CLASSES APPENDIX 3: SERVICE CHARGES of 15

3 Copyright All rights reserved. All information Copyright University of Salford Document Control: Project/Service Name: Document Number: Original Author: Telephony SLATEL John Green Version Reason for Change Author Date 0.1 First Draft John Green 26/1/ Initial service levels added. John Green 1/3/ Further standard sections added John Green 24/3/ Charging links added John Green 21/4/11 Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date 3 of 15

4 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. 4 of 15

5 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: (On behalf of IT Services) 5 of 15

6 3 Service Contacts 3.1 IT Services: Service Desk Telephone Number Address Emergency Number IT Services: Business Account Manager Name John Green Telephone Number Address j.l.green@salford.ac.uk Emergency Number 3.3 Business Primary Contact Name Business Title/Role Organizational Unit Telephone Number Address There is currently no central point of representation for consumers of the Telephony service. 6 of 15

7 4 Document References Document Purpose/Content Location/Linl Orange Buyers Guide Staff Essentials: Telephony Purchasing information for mobile devices, including approved product list. Telephony Service general guidance and links to training offerings. yers_guide/contract.php?supplierid=214&contra ctid=1 7 of 15

8 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); Voic (Unity Voic ). 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; 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 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 voic PIN reset Security procedures apply which preclude the communication of new PIN codes to users by telephone. 8 of 15

9 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. 20 Fulfilment of requests to retire unwanted staff mobile devices (return of unwanted devices is required). 21 Fulfilment of requests for setup/amendment/removal of Orange billing accounts including: Change of account administrator; Change of account password. 22 Investigation and resolution of issues with mobile devices or underlying connectivity. 23 Advice and guidance regarding ITS-approved mobile devices. Contact points in relation to the above: Unless otherwise specified, all contacts in relation to the above elements, should be via the IT Services Service Desk (Contact details are given in section 3.1). 9 of 15

10 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): 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; 4. Associate Director, Service and Operations. 10 of 15

11 6 Target Service Levels 6.1 Request Fulfilment Service Characteristic Initial Response Per calendar month: % of Standard Service Requests for which an initial response has been received within target timeframe. Fulfilment Per calendar month: % of Standard Service Requests fulfilled within target timeframe. Target, Capability or Limitation 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. 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 Initial Response Per calendar month: % of recorded incidents for which an initial response has been received within target timeframe. Resolution Per calendar month: % of support cases for which a resolution has been received within target timeframe. Target, Capability or Limitation 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. 95% where: Resolution target for Severity-1 incident = 4 working hours or less; Resolution target for Severity-2 incident = 1 working day or less; Resolution target for Severity-3 incident = 3 working days or less; Resolution target for Severity-4 incident = 5 working days or less; Resolution target for Severity-5 incident = 10 working days or less. 11 of 15

12 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. 12 of 15

13 Appendix 1: Third-Party Responsibilities Not applicable. 13 of 15

14 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 Voic 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 14 of 15

15 Appendix 3: Service Charges Details of charges are maintained on the following ITS Intranet pages: For mobile devices: D=1 For desk telephones: 15 of 15