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Service SLA - Communications Cable & Wiring

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2.0 - Updated on 12-15-2020 by Brent Korman (bak175)

1.0 - Authored on 09-14-2017 by Cynthia Carey (csc7)

This Service Level Agreement (SLA) defines the expectations of the service and responsibilities of customers and the provider of the service, Enterprise Infrastructure & Operations (EI&O)/Enterprise Networking and Communication Services (ENCS)

SERVICE DESCRIPTION

The EI&O Communications Cable and Wiring Service provides for the design, installation, maintenance, and support of UEN networking equipment. This service is available to Penn State departments, colleges and administrative units for support of customers within a building, campus, or remote small office environments.

DEFINITIONS

• Customer - the Department or College funding the service
• User - faculty, staff, students and guests who use the service

ROLES & RESPONSIBILITIES
ENCS Responsibilities:

Customer Responsibilities:

MAINTENANCE
  • 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 ENCS will be communicated to the customer so that they are aware of production changes. If replacement of equipment is required to resolve a service impacting problem, the equipment may be replaced outside of the maintenance window hours.
PERFORMANCE MEASUREMENTS & MONITORING

Access to performance/availability reports will be provided to include:

  • Incidents: Total incidents, response/resolution time, resolution, incident cause

Monitoring:


SERVICE REQUESTS

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 ENCS at (814) 865-1696 or submit a request through the Service Inquiry form.

Any changes required 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.

INCIDENT MANAGEMENT

Communication Cable and Wiring Service Issues: (e.g. broken jacks, faulty cabling, high loss fiber optic cable)

To report problems with the Communications Cable and Wiring service, contact the Operations Center (OC) via:

o    Web: https://service.psu.edu
o    Phone: 814-865-4662
o    Email: noc@psu.edu

SERVICE RESPONSE & RESOLUTION


  • Core Hours: Monday – Friday, 8:00am – 5:00pm
  • Non-Core Hours: Personnel are on-call and are dispatched by the Operations Center as required. Non-Core hour resolution times may vary due to being able to resolve an incident remotely or if a dispatch is required
  • Response Time: the time elapsed from when the incident is received and staff become actively involved in trying to correct the incident
  • Resolution Time: the time from when staff become actively involved in trying to correct an incident until it is resolved. If staff are 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 a non-University Park location is required.
  • Response Times:

Silver Response









  • Resolution Times:

Silver Resolution









SERVICE MANAGEMENTS & ESCALATION

At any time, problems can be escalated by requesting the Operations Center escalate the incident (email: noc@psu.edu, office phone: 814-865-4662) or by contacting the Enterprise Network Service Manager.

SERVICE DEPENDENCIES

STAKEHOLDERS

• EI&O/Enterprise Networking and Communication Services
• Communications Cable and Wiring Service Customers

TERMINATION

In the event that the service is no longer relevant, the customer may terminate the service by contacting ENCS at (814) 865-1696 or by submitting a request through the Service Inquiry Form