Standard
Service Agreement (SA)
University of Michigan
Information Technology
July 1, 2004
This SA is between IT Communication Services (ITCom) and The University of Michigan Telephony Call Accounting System. Under this SA, ITCom agrees to maintain the equipment necessary for the purpose of providing a working Telephony System service subscribed to by the University of Michigan Health System at the service rates and for the duration specified.
Service charges will include:
All service monitoring of the ITCom maintained portions of the system will also be provided by the terms of this agreement.
The purpose of this SA is to establish a cooperative partnership between the Department and IT by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems.
Service rates are detailed in Appendix A and will be reviewed annually. Any revisions will be made by ITCom, in consultation with a representative of the Department.
This SA is for one (1) year, which would commence at an agreed upon time. At the end of this term, it may be renewed on an annual basis by agreement of both the Department and IT. In cases of disasters due to the "Act of God", (i.e. lightning, electrical storm, tornado, hurricane, hail, ice, snow, sleet, earth movement, flooding, nuclear hazard), or University provided services that fail, ITCom is not financially responsible for replacement of components listed in this SA. ITCom will assist in the replacement of components and restoral of services per the Time and Material SA. In addition, ITCom will assist the Department with retribution through the University's Risk Management.
Except as provided for in the following paragraph, any changes or modifications to this SA must be submitted in writing to the signers of the Service Order 90 days in advance of the proposed implementation, and must be agreed to, in writing, by them. When this happens, an addendum will be attached to the SA.
5.0 IT Communications Services Responsibilities
IT Communications Services shall:
5.1 Comply with service standards as described in the "Service Delivery Standards."
5.2 Maintain and repair service for Customer Premises Equipment under terms described in the general service SA.
5.3 Provide the Department with 48 hours notice for scheduled and non-emergency outages due to maintenance. Most telephone features and applications have redundant capacity and do not require downtime for maintenance. Maintenance will normally be scheduled Tuesday, Friday and Sunday mornings 5-8am. For unscheduled downtimes, whenever possible, we will consult with the Department contact person before proceeding.
5.4 Provide and maintain the necessary materials and electronic components for the connection of the Departments voice service to Campus and outside carriers.
5.5 Provide configuration and Network Infrastructure Administration support necessary to repair and maintain the Telephony System hardware and software covered by this agreement.
5.6 Provide operational support for the following procedures:
5.8 Provide a 24 x 365 method for system administration to determine and report a problem.
6.0 Department Responsibilities
Customers shall:
6.1 Place the order(s) requesting moves, or changes to service (such as someone moving offices or departing from the University). An ITCom Telephone Service Request Form is available by calling 763-2000.
6.2 Not make changes to telephone wiring maintained by ITCom under this agreement by any means other than a move, add, or change order submitted to ITCom.
6.3 Provide support to the end users of this service. This includes, but is not limited to the following:
6.4 Handle violations of Proper Use Policy by service users. Proper use relevant to telephones is described in the Standard Practice Guide Sections 512.01-512.03.
6.5 Supply ITCom with authorized signer contact names for billing and update those as they change. It should be clearly indicated who is the Voice Administrator for the unit authorized to make changes to the SA and whom ITCom shall notify if we need to make changes. This information needs to be provided initially and in case of any changes to notify ITCom by calling 647-8888 or via email trouble@umich.edu.
7.1 Network Technical Performance ITCOM will ensure the Telephony System is able to operate at a minimum dial tone availability to the outside carriers at 97% 7 days a week 24 hours a day. If the Departments Telephony System compromises the performance of IT's Network, IT will take appropriate action to restore performance (if possible), or take other action, up to and including disconnecting service to the Telephony System, if necessary, to maintain the Infrastructure.
7.2 Network Maintenance Performance IT Communications Services will:
7.2.1 Normal Business Hours -
Provide the following service in the event that an outage or degradation occurs the entire network or a large portion of the network, (this is dependent upon a number of factors including the number of attached users and the resources being accessed), during normal business hours, (i.e., Monday through Friday, 8:00 AM to 5:00 PM, excluding holidays):
*note: quicker response time can be negotiated into this SA modifying it.
Provide the following service in the event that an outage or degradation occurs on the entire network or a large portion of the network, (this is dependent upon a number of factors including the number of attached users and the resources being accessed), during non-business hours:
7.2.3 Provide service during normal business hours, and within eight (8) business hours, to repair a circuit problem affecting one (1) to ten (10) telephone sets.
7.3 User Perceptions of Network Performance
IT Communications Services and the Department acknowledge that performance and performance measures are affected by many factors which may be difficult to define and/or anticipate due to the nature and uses of the underlying systems and clients. Further, we recognize that "perceived response time" by users is a critical performance measurement. Therefore, in cases where the "perceived response time" by users becomes an issue, problems will be resolved by the procedures outlined in Section 8.0, "Problem Resolution."
To help determine the existence and scope of a possible problem, the Network Administrator may call 647-8888, or send email to TROUBLE@UMICH.EDU. Similarly, IT Communications Services staff will contact the Network Administrator by phone or pager to address any infrastructure problem being caused by the Departments Telephony System. When performance measures do not meet the standards specified in this SA, the Department and IT will jointly work to:
If resolution is not achieved within 24 hours, then the Department and/or IT Communications Services may escalate the problem to the appropriate ITCom Project Manager (PM). If a resolution is not achieved within 72 hours, then the Departmental and the Director of OM signers of the Service Order will be notified.
Software and Hardware upgrades or enhancements to Customer Owned Equipment (i.e.Meridian 1, Suma Pro, Rockwell) will be upgraded at negotiated rates with the customer outside of this agreement via a Telephone Service Request form.
ITCom will work with customers to ensure that all prudent and necessary steps to prevent telephone fraud are in place. Security violations or misuse should be reported to repair at 647-8888, but ITCom will not be held responsible for any costs incurred.
ITCom warrants that all reasonable measures within the resources of ITCom, shall be taken to ensure the availability of the telephone services covered in this agreement. If there are temporary staff shortages, system failures or other unforeseen problems, all appropriate steps shall be taken by ITCom to maintain operation of this system. ITCom assumes the responsibility for any negligence or maliciousness that may be made by ITCom staff assigned to the system and will remedy any such situations.
To continue coverage of this contract, all service work on the relevant systems must be arranged through or performed by ITCom Engineers / Technicians. ITCom's liability for damages that result from improper workmanship will be limited to equipment replacement or repair.
The customer assumes responsibility for any negligence or maliciousness that may be made by the users of the telephone equipment, and will remedy any such situations.
Executive Residence Telephony Call Accounting System
Billing Rates
Labor Rates:
If a problem is found external to SA components and services which are not covered in this agreement, the Department will be contacted to inform them of the extent of the problem and will be billed at the hourly rate (below) for the time spent in troubleshooting the reported problem, including any fees imposed to ITCom from external Local Exchange or Long Distance Carriers.
HARDWARE & SOFTWARE:
Switch & Servers
The price covers all supported server and/or switched hardware and software components of the network up to the jack, and includes the telephone and line cord. Supported products are listed in the "Acquiring Service" document on the ITCom web page.
Total Hardware and Software Maintenance Price
The cost calculations are based on a yearly percentage of 18% of the current list of the electronics price in the IT Communications Services product catalog, and will be billed on a monthly basis.
Normal Business Hours: $80.00 per hour
(Monday through Friday, 8:00A.M. to 5:00P.M. excluding Holidays)
No additional charges for customer owned equipment covered by this agreement. Administrative customers: If a critical service needs repair, ITCom will respond within twp (2) hours during Normal Business Hours. If the repair is determined to be caused by the customer, the normal labor rate of $80.00 will apply.
Normal Response Time for individual circuit repair: 8 hours
Off Hours Support: No additional charges for customer owned equipment covered by this agreement.
Administrative customers: $80.00 per hour (There is a minimum labor charge of four (4) hours, ($320).
(Monday through Friday, 5:01P.M.to 7:59A.M., excluding Holidays & Weekends)
Normal Response Time: 2 hours
| TYPE OF SLA: | ________________________________ | |
| DEPARTMENT: | ________________________________ | |
| NETNAME: | ________________________________ | |
| NETCODE: | ________________________________ | |
| YEARLY SLA COST: | ________________________________ | |
| MONTHLY SLA COST: | ________________________________ | |
| BILLING ID: | ________________________________ | |
| ITCOM SERVICE ORDER #: | ________________________________ | |
| BILLING TYPE/CODE: | ________________________________ | |
| BEGINNING DATE: | ________________________________ | |
| EXPIRATION DATE: | ________________________________ | |
| CHART FIELD NO. OR LEGACY ACCT. NO.: | ________________________________ | |
| AUTHORIZED SIGNATURE: | ________________________________ | |
| DATE SIGNED: | ________________________________ | |
| ITCom SLA Manager: | ________________________________ | |
| Terms of Payment: Monthly | ||
| Local Area Network Location: | ________________________________ | |
| Router Port: | ________________________________ | |
Contact Information:
| Name | Phone Number | Pager | |
| 1) ________________________________________________ | |||
| 2) ________________________________________________ | |||
| 3) ________________________________________________ | |||
** After hours contact information:
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