The University Park Campus cable TV service delivers CATV channels of standard definition and HDTV programming within the Penn State, University Park, PA campus area. Pricing for campus departments and organizations is based on a per-outlet basis. CATV is delivered to residence hall rooms and common area operated by Housing and Food Services.
- CATV: 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 CATV 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 NOC for reporting of service issues
- Contact TNS via Inquiry 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 TNS 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 TNS 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:
TNS will actively monitor the CATV infrastructure for events affecting the service. Monitoring includes, and is not limited to, up\down status, and proper signal levels. TNS 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 TNS at (814) 865-1696 or submit a request through the Service Inquiry/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 OC provides support for incidents related to the University's telecommunications 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.
The initial ticket will be in the OC queue. NC staff will review the ticket, attempt to confirm the reported incident, and assess escalation for TNS staff. Direct collaboration between TNS staff and the customer will occur exclusive of OC notifications as required.
The OC hours are: 24 X 7
To report problems with the wireless service, contact the OC via:
- web: https://noc.psu.edu
- phone: 814-865-4662
- email: noc@psu.edu
In the event of a significant outage, please contact the OC via phone.
After hours, the OC phone lines are transferred to an answering service. If the event occurs outside of OC hours and can't wait until the next business day, the answering service will page on-call staff to respond to the outage.
- 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 TNS staff is actively involved in trying to correct the problem.
- Resolution Time: the time from when TNS staff become actively involved in trying to correct a problem until it is resolved. If TNS 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 NOC and the answering service, 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.
At any time, problems can be escalated by requesting the OC escalate the incident (email: tnsnoc@psu.edu, office phone: 814-865-4662).
- Power
- CATV channel Package feed from Comcast
- Hardware (transmitters, receivers, amplifiers, infrastructure)
- Vendor provided telecommunications connectivity
- ITS/Telecommunications & Networking Services
- 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 TNS at (814) 865-1696 or by submitting a request through the Service Inquiry/Request Form