The University of Michigan NOC (Network Operations Center) and Repair Service:
Monitors and reports on the performance of the UMnet Backbone Network and associated networks.
Provides maintenance and repair of ITCS/ITCom telephone, video, and data equipment and networks.
Provides repair of customer-owned equipment and networks covered under Service Agreements.
Networks are monitored 24/7. Maintenance and outage information is published at ITCS Service Status. Network maintenance, when required, will occur on Tuesday, Friday, and Sunday mornings between 5:00 a.m. and 8:00 a.m. Maintenance that may result in a lack of connectivity for many users, such as taking down the UMnet Backbone Network will be restricted to Sunday mornings between 5:00 a.m. and 8:00 a.m.
Most repair requests are processed during standard business hours — 8:00 a.m.–5:00 p.m. Monday–Friday.
Response time is usually 24 hours or less (excluding weekends, season days, and holidays). If a critical service needs repair, response time can be within two hours. An expedited service rate may be charged.
Charges are calculated on a time-and-materials basis (except for students living in residence halls and Northwood Community Apartments whose phone lines and some phone sets are covered under a Service Agreement with University Housing). See Labor Rates and Processing Charges.
Non-standard repair hours include all evenings (5:00 p.m.–8:00 a.m. Monday–Friday), weekends, season days, and holidays. The minimum charge for after-hours repair work is a one-time two (2) hour non-standard labor rate plus additional time and materials.
Electronic telephones (owned by the department) and data equipment covered under Service Agreements may be repaired free of charge during standard business hours.
Charges will be assessed in all cases where repair is required because of malicious destruction to equipment or networks.
