Service SLA - CATV

Penn State IT Infrastructure manages a Comcast contract for Cable TV service at many Penn State campuses. Pricing for campus departments and organizations is based on a per-outlet basis.

• Cable TV: a system of providing television programs to consumers via radio frequency (RF) signals transmitted to televisions through coaxial cables or digital light pulses through fixed optical fibers .
• HDTV: provides a resolution that is substantially higher than that of standard-definition television

• Design, installation, maintenance, support of customer Cable TV service
• Meet service response times
• Provide access to reports as requested to include: uptime/availability, number of incidents, response times
• Notification of planned outages at least 24 hrs in advance via ITS-Alerts website/listserv
• Notification of significant unplanned service interruptions/outages via ITS-Alerts website/listserv
• Maintain a supply of replacement equipment on the UP campus in case of hardware failure

• Utilize the Service Desk for reporting of service issues
• Contact Penn State IT Infrastructure via the Service Portal to ask questions or modify service

Maintenance is defined as the upgrade or replacement of hardware and\or software. The available maintenance window is weekdays from 5AM – 7AM. Exceptions to this window can be made if coordinated with and approved by the customer.

All changes implemented by Penn State IT Infrastructure will be communicated to the customer so that they are aware of production changes. If replacement of equipment is required due to a problem and depending on the priority, the equipment may be replaced outside of the maintenance window hours.

Daily Performance/availiability reports to Penn State IT Infrastructure include:

• Total incidents, response time to incidents (by priority)
• Resolution of tickets (based on ticket system)
• Change management metric - ratio of unplanned outages caused by failed changes to total outages

Monitoring:
Penn State IT Infrastructure will actively monitor the Cable TV infrastructure for events affecting the service. Monitoring includes, and is not limited to, up\down status, and proper signal levels. Penn State IT Infrastructure will create cases (incidents) as required to track and resolve the events.

A Service Request is defined as a request for information about or a change to the existing service. A problem with the service should be submitted via Incident management (see below). For requests to add, change or terminate this service, contact Penn State IT Infrastructure through the Cable TV Service Request form 

Any changes required by to expand or maintain the viability of the service will be discussed with the customer if the service as described will change due to the modifications.

The Service Desk provides support for incidents related to the University's IT services. The staff monitors the University's voice, data, and video networks to ensure that problems are identified and resolved quickly. Incident numbers are assigned for all reported troubles. The person reporting the trouble will receive and email acknowledgement when the incident is opened, as well as when it has been resolved.  Report an Issue

• Core Hours: Monday – Friday, 8:00am – 5:00pm
  
  
• OC Hours: See above (Incident Management)
  
  
• Response Time: the time elapsed from when TNS receives notice of a problem until Penn State IT Infrastructure staff is actively involved in trying to correct the problem.
  
  
• Resolution Time: the time from when Penn State IT Infrastructure staff become actively involved in trying to correct a problem until it is resolved. If Penn State IT Infrastructure is actively working on resolving a critical issue, staff will continue working on the issue past core hours until service is restored unless restricted by vendor support or resource availability.
  
  Resolution time does not take into account travel time if dispatch to non-University locations are required.
  
  
• After Hours Response and Resolution Times: During non-core hours, personnel are on-call and are dispatched by the Service Desk, if required. Response and resolution times will vary due to this. In some cases, a problem may be able to be resolved remotely, however, if staff are required to dispatch outside of core hours, resolution times may increase.

1. Power
2. Cable TV channel Package feed from Comcast
3. Hardware (transmitters, receivers, amplifiers, infrastructure)
4. Vendor provided telecommunications connectivity

• Penn State IT Infrastructure
• Penn State Cable TV Customers and Users

In the event that the service is no longer relevant, the customer may terminate the service by contacting Penn State IT Infrastructure through the Service Inquiry/Request Form