• 1.0 Overview
• 2.0 Purpose
• 3.0 Funding of Services
• 4.0 Terms of Agreement
• 5.0 IT Communications Services Responsibilities
• 6.0 Department Responsibilities
• 7.0 Performance Measures
• 8.0 Problem Resolution
• 9.0 Upgrades
• 10.0 Security
• 11.0 Accountability
• Appendix A - Telephony Maintenance Service Rates
• Appendix B - Responsibilities Diagram
• Appendix C - Account Information
• Appendix D - Locations of Off Campus SA Sites

1.0 Overview

This Service Agreement (SA) is between IT Communications (ITCOM) and a Department on the Ann Arbor Campus. Under this SA, ITCom agrees to provide Telephone System Infrastructure Maintenance at the service rates and for the duration specified.

This SA also covers performance, reliability and other topics pertinent to maintenance; in particular, it lists the key responsibilities of ITCom and the Departments.

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.

Service rates are detailed in Appendix A and will be reviewed annually. Any revisions will be made by ITCom, in consultation with the UM Connectivity Committee, prior to SA renewal.

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 ITCom. 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), services), University provided services that fail, or third party provided services, (i.e. Edison, Consumers Power, Building owner provided services), ITCom is not financially responsible for replacement of components listed in this SA. ITCom will assist the Department in 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, when applicable.

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.

IT Communications Services Shall:

5.1 Comply with service standards as described in the "Service Delivery Standards."

5.2 Provide the services and maintain the equipment covered by this agreement per the ITCom "list of supported products". ITCom will retain spares for all supported products within this agreement.

5.3 Evaluate, purchase, and install equipment to maintain the Telephony Infrastructure hardware and software at specification.

5.4 Provide and maintain the necessary materials and electronic components to operate the Telephony Infrastructure telephone services to campus, provide and ensure a process that involves outside carriers (i.e. Ameritech), that guarantee their electronic components will be supported per this agreement (i.e. frame relay, etc).

5.5 Provide configuration and Network Infrastructure Administration support necessary to repair and maintain the Telephony Infrastructure hardware and software covered by this agreement.

5.6 Provide operational support for the following procedures:

• Changing operational state of the Telephony Infrastructure
• Maintenance / Repair service

5.7 Provide the System Administrator, via email, or pager, 48 hours notice of scheduled, non-emergency outages due to maintenance. These are typically scheduled on Tuesday, Friday and Sunday mornings between 5:00A.M and 8:00A.M.

5.8 Provide a 24 x 365 method for System Administrator to determine and report a problem with the Telephony Infrastructure.

Customers Shall:

6.1 Submit a Service Order to ITCom with an authorized signature. Provide the name of the person who will be the contact for ongoing maintenance and be able to place orders requesting move, add or changes to existing services.

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 users of this service. This includes, but not limited to the following:

• First level support for service users
• Arranging and providing for training in feature use for end users in the unit.
• Distribution of applicable documentation for this service
• Documentation covering telephone fraud and the proper use of telephone features.

6.4 In consultation with others, as necessary, handle violations of Proper Use Policy, violations of system security and all other applicable policies, by service users.

6.5 Notify ITCom of any change in System Administrator at least one week before the change occurs, and include the name of the temporary System Administrator. The Department will tell ITCom who the new, permanent System Network Administrator is not later than one week after the new person is hired. Notification is required via the NICR form or service order request form.

6.6 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 7-8888 or via email trouble@umich.edu.

6.7 Supply ITCom with business hour and non-business hour contacts.

7.1 Network Technical Performance ITCOM will ensure the Telephony Infrastructure is able to operate at a minimum dial tone availability to the outside carrier at 97%, 7 days a week, 24 hours a day.

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):

1. Priority maintenance/repair service, characterized by:
   • a verbal response within 30 minutes of the ITCom notification or the Department's call, to provide information to the Department on specific steps that have been/will be taken to resolve the problem.
   • an on-site visit, if necessary, within four (4) hours of the verbal response (i.e., the maximum on-site response time will be four and a half (4 1/2) hours)
2. Provide all time and materials required to restore service.

7.2.2 Non-Business Hours -

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:

1. Priority maintenance/repair service, characterized by:
   • a verbal response within 30 minutes of the ITCom NOC notification or the Department's call, to provide information to the Department on specific steps that have been/will be taken to resolve the problem.
   • an on-site visit, if necessary, within four (4) hours of the verbal response (i.e., the maximum on-site response time will be four and a half (4 1/2) hours).
2. Provide materials only. Labor will be charged at the rates listed in Appendix A.
3. Provide three (3) after hour call outs OR up to 10 hours of labor, (at no additional charge), including hardware and software, within the one year term of this agreement.

7.2.3 Provide service during normal business hours, and within eight (8) business hours, to repair a circuit problem affecting one to ten 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 Department's telephone System. When performance measures do not meet the standards specified in this SA, the Department and IT will jointly work to:

• Identify the cause of the problem.
• Resolve the problem as quickly as possible.

ITCom will own the problem until it is resolved or if the problem turns out not to be network related, the problem will be articulated to the Department and transferred to the appropriate party.

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 (Meridian 1, Norstar, Suma Pro, etc.) 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.

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 four (4) 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: 4 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: 4 hours

APPENDIX B

Responsibilities

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	E-Mail	Pager
1) ________________________________________________
2) ________________________________________________
3) ________________________________________________

** After hours contact information:

____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________
____________________________________________________________________