Station Cable
STANDARD Service Agreement (SA)
University of Michigan
Information Technology
1.0 Overview
This Service Agreement (SA) is between ITCom and Departments who use this service. Under this SA, ITCom agrees to provide installation of twisted pair station cables and communication outlets in most any Ann Arbor, Dearborn or Flint campus location, for use by voice and/or data services. This applies to installations where there isn't a communications outlet as well as replacement of existing station cables. Post installation, ITCom will maintain the cable physically and in their databases.
This SA also covers performance, reliability, and other topics; in particular, it lists the key responsibilities of IT Communications Services and the Departments.
2.0 Purpose
The purpose of this SA is to establish a cooperative partnership between Departments and ITCom by clarifying roles, setting rates and expectations, and providing mechanisms for resolving problems.
This SA describes the "standard" ITCom station cable installation and assumes a standard installation environment. In the situation of a non-standard environment, this SA applies but additional labor charges will be added to the flat rates. Examples of such environments include:
- Raised floor
- Cable trays or conduits which are too full
- Installation in modular furniture
In instances were the customer requests less than ten (10) station cables, this is a "Fastpath" order and the Technician will make this judgement. In instances of ten (10) or more station cables, this is a "Coordinated Request," and the Project Manager will make this judgement.
3.0 Funding of Services
Service rates are detailed in Appendix A. These will be reviewed annually. Any revisions will be made by IT Communications Services in consultation with the ITCom Advisory Committee and prior to SA renewal.
4.0 Terms of Agreement
This SA covers the ordering and installation process. Maintenance and documentation of the cable is covered as long as it isn't vandalized, removed or modified due to construction and is functional.
Any changes or modifications to this SA will change it from a standard to a custom SA. In this instance, both ITCom and the department will sign the resulting custom SA at least thirty (30) days in advance of the proposed implementation.
5.0 IT Communications Services Responsibilities
The specific responsible party is indicated in brackets "[]."
IT Communications Services shall:
- 5.1
- Comply with service standards as described in the "Service Delivery Standards" document.
[All ITCom staff]
- 5.2
- Provide an estimate to the Department if requested and as appropriate and specified in Appendix A.
[Project Manager]
- 5.3
- Upon request, perform a walkthrough with the Customer.
[Technician (Fastpath) or Project Manager (Coordinated Request)]
- 5.4
- Inform the Department as soon as possible of substantial barriers to commencement and/or completion of the work, including but not limited to:
- Substantial construction requirements
- Asbestos removal
- Modular furniture construction
- Other significant obstacles or events
[Project Manager]
- 5.5
- Where needed for small jobs, arrange for installation of conduit comparable to that in the rest of the building. This includes filling out an appropriate order for conduit, submitting it to the U-M Plant Department, and overseeing installation. This additional charge will be billed back to the Department and this will increase the amount of time required to complete the job.
[Project Manager]
- 5.6
- Remove existing cable, if necessary. As described in section 2.0 above, this will increase the price if it has a significant impact on the time required for the job.
[Technician]
- 5.7
- Acquire and install cable, communications outlets and distribution frame equipment as specified in Appendix A. The cable will be less than 90 meters in the majority (>99%) of cases, and extend from the Department's designated location to the nearest distribution frame. If the cable must be longer than 90 meters, and there are fewer than ten (10) cables to install, IT Communications Services will provide cable which will attempt to meet the required specifications (e.g., category 5) with "enhanced" cable.
[Technician]
If this is not possible, or greater than 1% of the cables must be longer than 90 meters, the Department will be notified of the requirement to build a new communications closet.
[Project Manager]
- 5.8
- Strive to have as few distribution frames as possible in a building as allowed by 5.6, above. This will increase equipment (e.g. hub) efficiency.
[Engineer]
- 5.9
- Terminate the cable at a standard communications outlet to be installed at the Department's designated location.
[Technician]
- 5.10
- Terminate the cable in the local distribution frame on a termination block or RJ patch panel as appropriate.
[Technician]
- 5.11
- Terminate the cable intended for use by data in the local distribution frame on an RJ-45 block.
[Technician]
- 5.12
- Use an existing pathway between floors if directly required by the station cable installation. This may occur if there is no local distribution frame on a floor. If additional space is needed, see 5.4.
[Technician]
- 5.13
- Mark the jacks in the communications outlet with identifying colors to indicate the services which may be available. (See "Service Delivery Standards")
[Technician]
- 5.14
- Permanently mark the communications outlet and the termination at the distribution frame to uniquely identify the cable. The mark in virtually all cases will be the room number in which the jack plate is installed, plus a sequence number to indicate individual cables in the room; e.g., XXXX-YYY where "XXXX" is the room number and "YYY" is the sequence number.
[Technician]
- 5.15
- Test every station cable in the completed installation for voice, category 5 compliance, or ethernet functionality, as appropriate.
[Technician]
Provide documentation of the test results to Department upon request.
[Technician]
6.0 Department Responsibilities
The installation of station cable can be an invasive procedure. Although ITCom staff will work with the department as much as possible, the department should expect to be disrupted in the areas where new cable will be installed and in some instances even where cable isn't being installed since the Technician must in the path the cables follow.
Department shall:
- 6.1
- Provide appropriate conduit and/or raceway for the installation of the cable size and length. Information may be acquired through existing drawings that the Plant Department and Hospital Alterations have. If conduit or raceway is not available, ITCom may assist.
- 6.2
- Submit a Service Order to IT Communications Services with an authorized signature. Provide the name of the person who will be the contact for the installation.
- 6.3
- Indicate where the cable is to be installed as specifically as possible. The degree of specificity ITCom receives impacts the amount of time it takes to do the installation.
In cases where the room number is clear and has been for some time, indication must include at least the building name, room number(s) and some indication of where the communications outlet should be in the room. Drawings and/or prints are still useful since room numbers can change.
For renovation, new construction or labs, drawings and/or prints must be provided along with the building name and room number(s). A Project Manager will meet with the Department to go over the drawings. ITCom must receive all changes in drawings including floor plans and room numbers.
- 6.4
- Specify the type of communications outlet from those IT Communications Services provides. Appendix A
- 6.5
- Insure the location for the communications outlet is reasonably accessible when the installer arrives. It should take the installer no longer than three minutes to access the place where the communications outlet is to be installed.
- 6.6
- Provide keys and other appropriate access to the locations where communications outlets are to be installed. In most cases, ITCom will obtain keys from the Key Office.
- 6.7
- Provide scheduling information as to when access will be provided to the space. In the case of renovation or new construction, this is especially critical and the Department should insure the contractor complies with the arrangements.
- 6.8
- Arrange and pay for substantial construction costs such as:
- New communications closet
- Asbestos removal
- Conduit installation (see note)
Note: If required, for small jobs ITCom will notify the department if one-two conduits are required. In locations other than the Hospital, ITCom will then arrange for installation from U-M Plant and recharge it to the Department. If it is a large job (three or more conduits required) the Department should make arrangements for the conduit before ordering cable installation.
7.0 Performance Measures
7.1 Technical Performance
ITCom will ensure the cable operates at the applicable standards.
Cable installed by ITCom will be maintained at it's installed specification. This excludes buildings where ITCom is not allowed to maintain the cable.
7.2 Equipment Specification
ITCom installs plenum rated cable as the standard. This insures all fire code requirements will be met. If the situation permits, the customer may choose to install non-plenum (PVC) cable. If there is a discrepancy in ITCom and customer opinions of what is required, UM Facilities Engineering will be contacted to make the determination.
7.3 Maintenance
ITCom maintains the cable plant as a University of Michigan utility. The cables are entered into a database which is regularly updated as services are changed. Therefore, ITCom is responsible for the cable from the communications outlet to the BIX blocks. The cable will be maintained at it's installed specification as long as it is not vandalized, modified or subjected to an adverse environment.
Cable repairs required due to vandalism, modification or adverse environment will be completed with or without notification and be billed back to the Department on a time and materials basis. An example of an adverse environment is a telephone closet where Custodial staff rest their tools on cable equipment.
Cable repairs required due to natural disasters will be completed with or without notification and will be billed to Risk Management.
The Department agrees not to modify the outlet or directly use the BIX blocks.
8.0 Problem Resolution
To help determine the existence and scope of a possible problem, the Department may call for Repair at 7-8888 or send email to TROUBLE@UMICH.EDU.
When performance measures do not meet the specified standards, the Department and IT Communications Services will jointly work to:
- Identify the cause of the problem.
- Resolve the problem as quickly as possible.
If resolution is not achieved within 24 business hours (3 days), the Department and/or IT Communications Services may escalate the problem to the appropriate Customer Relationship Manager (CRM). If a resolution is not achieved within 40 business hours (5 days), the signer of the Service Order and the Director of ITCom will be notified.
9.0 Security
ITCom will take appropriate steps to provide physically secure access to the cable such as locking closets. However, security at this point is largely the responsibility of the Department. The Department should provide secure local distribution frame locations and keep doors secured.
10.0 Project Management
In the following instances, ITCom shall designate an individual to serve as project lead who shall have responsibility for managing the project. This will normally be the Project Manager responsible for the Department.
- More than ten station cables are requested
- The location is new construction
- The location is undergoing a renovation
In other instances, no project lead is required. However, the Department may request this service directly from their Customer Relationship Manager (CRM).
11.0 Accountability
ITCom warrants that all reasonable measures within its resources shall be taken to insure the performance, availability and integrity of the station cable covered in this agreement. ITCom assumes responsibility for the hardware and software that it provides to execute this SA, as well as for the actions of ITCom staff. ITCom's liability for damages is limited to hardware replacement or repair, software fixes and corrections to staff errors.
APPENDIX A
Station Cable Rates
Service for up to Ten Station Cables
This is treated as a "Fastpath" order. The product will be installed within 5 to 7 business days, assuming Department responsibilities are met as described above, and conduit is available. If conduit is not available, the Department will be notified, and the total time will be U-M Plant's time to modify a Local Distribution Frame (LDF) and/or install the conduit plus ten (10) business days.
Service for More Than Ten Station Cables, Renovation, or New Construction
This will be a "Coordinated Request" handled by a Project Manager. The installation time will vary depending on the situation.
In the case of a non-standard installation environment, as described in section 2.0 above, additional labor will be added.
Refer to Station Cable and Communications Outlet Rates.
Prices may increase yearly to reflect inflation.
Other Services
There are also other cable installation products for specialized uses such as exterior courtesy phones, emergency phones and telephones for kiosks. These are provided on a time and materials basis since they are highly variable in that regard. Please contact your Customer Relationship Manager or Project Manager about these other products.
APPENDIX B
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