ITCom Policies
The purpose of these policy guidelines is to answer frequently-asked questions and specify user responsibilities that apply to The University of Michigan Telecommunications Services.
I. BILLING AND CHARGES
Sending a Hard Copy Fax
Hard copy faxes are sent over telephone lines just as if you were making a phone call. Long-distance telephone charges are incurred when the recipient is out of the local calling area. Some fax machines are programmed to auto redial until the document is successfully transmitted. During these successive attempts, the sender may incur charges for connecting but not transmitting. Faxes are charged as long-distance or local calls from your telephone and will appear on your phone bill as such.
Charged-for Unanswered Calls
In many circumstances, if a long distance or local call is allowed to ring more than five times, a connect fee will be registered by an intermediate carrier and passed along to University and then to the caller. This long-distance or local charge is also the caller's responsibility.
Flash-Hook Redial
The connection between you and the last number dialed will disconnect after depressing the flash-hook button. The connection will remain active and your account will continue to accrue usage charges for the call when the flash-hook button has not been depressed for sufficient time to disconnect the call. This also may result in an unintentional continued or three-way calling. These accidental charges are nonetheless the callers responsibility.
ITCom Dispute Resolution / Credit Policy
| TYPE OF DISPUTE | RESOLUTION |
| If ITCom has not billed for installed service(s): |
Then billing will begin as of the date that ITCom discovers or is notified of the error. |
| If ITCom continues to bill for discontinued service(s), and documentation is available: |
Then billing will stop as of the date that ITCom disovers or is notified of the error.
Credits can only be given for charges within the current fiscal year. |
| If ITCom continues to bill for disconnected service(s), and documentation is not available: |
Then billing will stop as of the date ITCom discovers or is notified of the error. |
| If ITCom continues to provide and bill for service(s) that the Unit believes that a disconnect
request, via the Telephone Service Request form, had been previously submitted: |
Then service and billing will stop as of the date that ITCom receives a new disconnect request,
via the Telephone Service Request form. |
Disputed Charges
Information Technology Communications Services (ITCom) can assist in answering
 questions you may have about your bill. If you feel you were incorrectly billed for any calls or services, contact the ITCom Bill Inquiry Group at 763-2000.
II. USE OF PHONE NUMBERS
Dormant Phone Numbers
Once a phone number has been disconnected, it will remain unassigned for a period of three months. At that time, the phone number will be re-circulated and put back into active use.
III. UNUSED VOICE MAIL BOXES
Mailbox un-accessed for 90 continuous days.
If more than 90 days has elapsed from the last point of message retrieval for a voice mail box then that mailbox will be placed in DORMANT status.
Once in a DORMANT status, the owner of the voice mail box will be contacted by ITCom via email. This communication will be sent to the voice mail box owner (and the contact person listed on the original request, if different). At this point we will request a clarification of the status of the box, that they retrieve and delete the stored messages and the future intentions of its owner. We will also inform the mailbox owner that if we do not hear from them within 30 days of receipt of the email, the mailbox and messages will be deleted, and monthly charges will be suspended.
Mailbox un-accessed for 120 continuous days.
If there is then no activity after 120 days from the last point of message retrieval, after 30 days of DORMANT status and if we have not heard from the mailbox owner , the mailbox and messages will be deleted, and monthly charges will be suspended.
Through out this process, every attempt will be made to work with the customer, as necessary, to find a better technical solution; one that still effectively meets the customers' requirements yet does not cause system problems on our end.
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