UCLA Information Technology Services, Consulting Services. IT Services Consulting Services Service Level Agreement. Effective Date: 07/14/11

Transcription

1 UCLA Information Technology Services, Consulting Services Service Level Agreement Effective Date: 07/14/11

2 TABLE OF CONTENTS 1.0 Scope Services Provided Service Provisioning Responsibilities Hours of Operation Requesting Support Services Escalation Customer Satisfaction Measurement 8 Appendix: A. Reference Materials 9 2

3 1.0 Scope coordinates the provisioning of analog voice related projects or service orders encompassing move, add or change activity to more than 5 phone lines. Consulting Services also coordinates projects or service orders relating to move, add or change activity for VoIP, Call Processing Applications, Cable Television and 800 Mhz Radio. The following service level agreement outlines services made available to the UCLA campus by. This document serves as an agreement between IT Services Consulting Services and the customer requesting the IT Services services outlined in this document. 2.0 Services Provided will provide the following services defined within sections 2.1 through 2.6. Section Service Definition 2.1 Telephone Service Consultation and Service Order coordination of Move, Add or Change requests encompassing a total of more than 5 separate lines or sets. This includes Single Line, Norstar, Electronic Business Sets and associated accessories. 2.2 Voice over IP Consultation and Service Order coordination of New, Move, Add or Change requests for VoIP service or accessories. 2.3 Cable Television Consultation and Service Order coordination of requests for new or changes to existing Cable Television Service Mhz Radio Consultation and Service Order coordination of requests for new, temporary, or changes to existing 800 Mhz service. 2.5 Analog Circuits Consultation and Service Order coordination of New, Move, Add or Change requests for analog circuits. 3

4 2.6 Call Processing Applications Consultation and Service Order coordination of New, Move, Add or Change requests for Auto Attendant, Automated Call Distribution (ACD) and Uniform Call Distribution (UCD) 2.7 Miscellaneous Telecommunications Products/Accessories Consultation and Service Order coordination of requests for miscellaneous telecommunications related products or accessories, especially nonstandard or special requests. 3.0 Service Provisioning 3.1 Service Request Submission Customers must submit requests for Consulting Services via the IT Services Webcenter. The IT Services Webcenter may be accessed from the IT Services website: Only authorized customer contacts who have been granted DACSS privileges may place orders via the IT Services Webcenter. 3.2 Service Request Acknowledgement will contact the customer via either or phone within one business day of Service Request assignment from the Consulting and Contract Services Manager and generate a Service Order/Project. 3.3 Service Order Fulfillment Due dates for Service Order fulfillment are negotiated between IT Services and the customer. Once the scope of work is fully defined, approved by the customer, and a due date is mutually agreed upon, IT Services will commit to completing the work by that date, except by request from the customer. Customer submitted changes to the due date are subject to negotiation between the customer department and IT Services. 3.4 Problem Resolution In the event that any part of the requested order is not working as intended, the customer should contact the Consultant assigned to the 4

5 order within 2 weeks of order completion to expedite resolution. An escalation list is also provided within section 7.0 of this agreement, if necessary. Any problems or issues discovered outside of this timeframe should be reported directly to the IT Services Call Center at x114 from on-campus or from off-campus. Please reference the Call Center Service Level Agreement, posted on the IT Services website at for details. 3.5 Customers residing in non-ucla buildings When provisioning service for customers residing in buildings not owned by UCLA, 3 rd party vendors, such as Verizon and/or specific building management, may be involved. IT Services will coordinate with any applicable vendors on the behalf of the customer in order to provision service, but additional charges from these vendors may be incurred. IT Services will factor in any additional provisioning time as a result of these activities when negotiating a due date. 3.6 New Voice over IP (VoIP) Installations Customer departments that are having new VoIP service installed need to sign the VoIP Service Level Agreement and return to IT Services prior to the installation date. The campus consultant assigned to the order will provide the customer with a copy of the VoIP SLA. The latest version of the IT Services VoIP SLA is posted on the IT Services website at Mhz Radio Regular Maintenance Procedures provides notification to 800Mhz contacts instructing them on timeframes in which they can bring their radios to IT Services for yearly radio and battery maintenance. For more details, please reference the 800 Mhz Service Level Agreement, posted on the IT Services website at Responsibilities The chart below details general IT Services and customer responsibilities for the services provided by Consulting Services. 5

6 IT Services Consultant Responsibility Contact customer within 1 business day of request submission to discuss details of the order. Provide a dedicated Campus Consultant who will work with the customer throughout all phases of the project. Clearly communicate to customer any and all records that will be required in order to provision service Ensure that order is completed on the negotiated due date. Coordinate with any 3 rd party vendors that may be involved with service order provisioning. Provide customer support, either onsite or via phone, on the date of installation. Offer training as requested Customer Responsibility Provide all requested records to IT Services in order to provision service within 3 business days following Service Request submission. This could include floor plans, phone instrument identifiers, 800 Mhz programming, etc. Large or complex projects may require additional lead time. Provide a valid FAU to IT Services for billing purposes. Collaborate with the consultant to create the scope of work and provide written approval prior to negotiating a due date. Communicate any changes from the original request submission to IT Services in a timely manner. Once scope has been defined and customer has signed off on proposal, further changes will require a new service request submission. Ensure availability of on-site contact on installation date to work with IT Services staff and provide access to location. Identify and notify Consultant of any areas with limited access or any other conditions that may interfere with the installation of service, such as furniture installation Notify Consultant of any potential impacts, such as construction activities, that might be in progress. 5.0 HOURS OF OPERATION are available during the following hours: Standard Hours of Support Monday to Friday (not including holidays) 8:00am 5:00pm After Hours Support All other days/ times outside of the noted standard hours. Consultants are available after hours by mutually agreed upon appointment only. 6

7 6.0 REQUESTING SUPPORT SERVICES All requests for must be initiated via the IT Services Webcenter, which is accessible on the IT Services website at For questions regarding any pending or completed orders, may be contacted according to the table below: Phone After Hours x33900 (on-campus) or (off-campus) Consulting services available after hours by pre-negotiated appointment only Direct contact information for all Consulting Services staff: UCLA Information Technology Services Consulting Services Melinda Agcaoili (Office) Ericia Harris (Office) Graciela Johnson (Office) Ruby Moreno (Office) Larry Mothersbaugh (Office) Zachary Patalingjug Consulting & Contracts Services Manager (Office) 7

8 7.0 Escalation In the event that problems or issues cannot be resolved between the department and the campus consultant, the department may escalate concerns to IT Services management. The following escalation list is provided for reference. Name/Title Zach Patalingjug Manager, Consulting & Contracts Services Janice Bundy Director, Infrastructure & Project Services Contact Information Office Phone: Office Phone: Customer Satisfaction Measurement In order to acquire feedback and identify customer needs, an based survey is administered upon Service Order completion. Additionally, customers are encouraged to provide their feedback during any point in time. Customers may do so by contacting the IT Services Repair Call Center & Quality Management and Organizational Performance unit at 8

9 Appendix A. Reference Materials I. General information regarding IT Services procedures, along with SLAs and product information, can be accessed at II. UCLA Policy 350: Telecommunication Systems Services may be accessed at 9