General InformationAbout ITComCustomer ServiceOrders and FormsRatesRepairsProducts & ServicesTelephone ServicesData Network & InternetDial-inUMmedia

Service Agreements

The purpose of a Service Agreement (SA) is to establish a cooperative partnership between the Unit and ITCom by clarifying roles, setting rates and expectations, and providing mechanisms for resolving service problems within a specified and agreed to period.

Benefits

Switch monitoring 24 x 7
Guaranteed on site response times for repair and troubleshooting service during regular business hours and after hours
Guaranteed replacement of supported products
Yearly software upgrades
Fixed pricing for technical support on features and applications
Free consulting
Proactive research and development of technologies, enhancement and applications
Training upon request
Least cost routing of long distance services per unit request
Call Center technology support and automated reports

Standard Service Agreement Examples

SA		Type of Service
		Addressing & Naming Service (DHCP and DNS Services)	More »
		Backbone Network Remote (Off Campus) Backbone Backbone Interconnect Network	More »
		Cabling Station Cable Interbuilding Fiber Lease	More »
		Local Area Network LAN Install/Upgrade Infrastructure Maintenance
		Network Evaluation and Benchmarking
		Network Fault Management Please see the NOC website for this Service Agreement
		Network Management (Enhancement to Fault Management) Please see the NOC website for this Service Agreement
		Special Circuits Maintenance
		Spectrum Service Offering Please see the NOC website for this Service Agreement
		Telephony Call Accounting
		Off Campus Telephony Infrastructure
		Time and Materials Repair
		Video Streaming	More »

Return to Top