Telephone Services SLA

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    • #74
      nssabol
      Keymaster

      Telephone Services SLA

    • #104
      aballo
      Participant

      8 – Pricing and Billing – this being a Enterprise Service, could this be stated in the SLA ?

    • #107
      ccovey01
      Participant

      2.1.2 – Request to add-  “Staff initiating long distance code requests can also see the LCD issued to the end user” – in some cases, the LCD issued is incorrect or users lose the email, this will save repeated Help.UNM requests if initiating staff can maintain their users’ LCDs and test them.

      • What is time to completion for LCD creation?
      • What is time to completion for phone line move/addition?
      • What is time to completion for break/fix of active phone line?

      3.1 What are department’s options in terms of cost recovery for loss of services?

      6 –  Incident

      • Does the department have the ability to declare an incident?  Within this SLA, does an interruption in the normal functioning of a service or system include the department’s services or systems?
      • If the department experiences incidents, what are the department’s options in terms of escalation and revision of the SLA?

      6.3 can a department communicate to UNM IT phone systems it considers critical?  For example, the receptionist phone line for most departments is critical to the public being able to call that department – if its service is lost, can it be treated as a P1?
      9.1 Performance and Reporting

      • If Targeted uptime is 99.9, shouldn’t there be a reporting interface for customers to see?

      9.2 who are the primary stakeholders? In terms of the review facilitation, that’s a bit unclear.  Would it be useful to do annual reviews of the SLA with the customers?

      • #218
        reynolds
        Participant

        SP/MSR (Bullet 2.1.2) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required

      • #219
        reynolds
        Participant

        SP/MSR – (Bullet question Time to completion, MAC, break fix) Process/Service description question. Not an SLA question. Please refer to the service description as required

      • #220
        reynolds
        Participant

        SP/MSR (Bullet 3.1) Process/Service Description question. Not an SLA question. Please refer to the service description as required

      • #221
        reynolds
        Participant

        SP/MSR (Bullet 6.0) You can escalate any issue at any given moment – the severity of the outage is based on the ITIL best practices and the response required, refer to 6.2 in the SLA

      • #222
        reynolds
        Participant

        SP/MSR (Bullet 6.3) This would be communicated to the IT customer service desk and we recommend a business continuity plan for the department – example – forwarding your main number to a cell number until service is restored. You can escalate any issue at any given moment. The severity of the outage is based on the ITIL best practices and the response required, refer to section 6.2 in the SLA

      • #223
        reynolds
        Participant

        SP/MSR (Bullet “targeted uptime is 99.9) Current measurements are manual, and a system for reporting and presenting reporting statistics are not currently purchased and in place. However, we will work with the vendor to see what options we have to automate the process, and provide some visibility, as funding becomes available.

      • #224
        reynolds
        Participant

        SP/MSR (Bullet 9.2) Yes, review of the SLAs are appropriate. Timeline of reviews will be driven by the appropriate Executive level decision makers

    • #127
      susier
      Participant

      Provide a statement about phone monitoring by the University.  What information is collected (or not)?  Outgoing phone #s, incoming phone #s, call duration?   Are the calls themselves ever monitored?

      • #225
        reynolds
        Participant

        SP/MSR (Bullet “monitoring”) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required. That being stated, we only collect long distance data for billing. Upon special request, based on security, life safety, through the UNM police department we can capture call data once a report is generated by the legal authorities.

    • #141
      cdean
      Participant

      I have concerns about the SLA process. The ones I’ve read so far are too general with a significant amount of boilerplate language simply carried from one SLA to the other. Although I understand that the timeline was set by President Frank for SLA generation, it’s not clear to me that the President set the timeline for the comment period. It seems highly unlikely that busy IT employees have the time to read, consider, and respond to these critically important documents. Several of the SLAs will need tweaked to satisfy specific departmental needs and that language needs built into every SLA produced during this process. However, my biggest concern is the lack of consequences if the terms of the SLA are not met. I attended an IT UNM meeting last fall where the CIO spoke about SLAs back when SLA generation was to be a collaborative effort with involvement from IT Agents and others from the UNM IT community. When asked about consequences if the SLA terms were not met, the CIO’s response was that people would lose their jobs. Perhaps the CIO didn’t anticipate that meeting attendees would have questions about consequences  but such a superficial reply to a serious question is troubling to me. The bottom line is that there needs to be specific, well-defined consequences for not meeting the SLA terms for both the customer and Central IT.
      2.1.3 – Bullet 2 – “All services and devices…”. Audio conferencing devices (ie, “Polycom”) units should be explicitly excluded from being purchased through UNM IT if they are supported by departmental IT.
      3.1 Bullet 8 and 3.2 Bullet 2 – Both pertain to the Pinnacle billing system. Pinnacle desperately needs an update. For example, the Reports/Usage by Org shows all reports that have ever been generated. For one of our orgs, those date back to 2004. Since we are required by policy to look at the reports monthly, that’s 144 reports that I must scroll through in order to run a report for the current month. Additionally, the departmental reports listed within the My Reports tab are useless. The Auth Codes by Index does NOT return the current/active codes. I was told by someone within Telecomm that there isn’t a way to determine what codes are deployed and that I should look at the monthly reports to see if they are used. That obviously is not a good answer for codes that are not regularly used or were assigned to employees who have left either the department or UNM. Although Networking isn’t covered by this SLA, they also use Pinnacle for their billing. There is no relationship between a service desk ticket number, the actual work order number, and the Pinnacle report. When a charge appears, the only way to determine what it’s for is to have someone in Central IT decipher what job was billed. Please consider updating the billing system.

      3.2 Bullet 9 – The policy for provisioning long distance codes needs changed so that departmental IT can take on the role and responsibility for tracking actual long distance codes, not just the Auth Code. It seems silly that we are entrusted to manage PII and other sensitive data yet we can’t be trusted to manage long distance codes. If a user forgets their code, a ticket must be submitted to the service desk yet the user must have needed to place a long distance call right then, or they would not have been trying to use their code. It seems obvious to me that they will simply “borrow” someone else’s code in spite of that being a policy violation. If departmental IT is provided with the LDC and Auth Code, the user can simply call the local help desk and can use their personal code for the call(s).
      Cyndi Johnson
      School of Law

      • #187
        reynolds
        Participant

         

         

        • This reply was modified 8 years, 7 months ago by reynolds.
        • #205
          reynolds
          Participant

          SP/MSR – Bullet 2 (2.1.3) This is a process definition (defined in other avenues, generally the Service Catalog) UNM IT will offer competitive avenues to purchase end devices (NON NEC) that will work on analog connections, not digital or VoIP as these are proprietary (NOTE: we do not repair these like products but we do assist in warranty issues. If a customer purchases from Amazon, Graybar, etc. for example the product will work but the delta is if there are issues post the purchase of who to work with to resolve the issue. However, the customer will be responsible for the end device. This is a process, not part of the SLA language

          • #206
            reynolds
            Participant

            SP/MSR – (3.1 Bullet 8 and 3.2 Bullet 2) This is a process question and UNM IT CSS is in the process of updating Pinnacle and the respective reporting tools. IT welcomes this feedback for specific pain points that would assist the customer in finding data they require.

        • #207
          reynolds
          Participant

          SP/MSR (3.2 Bullet 9) This is a University current process covered by University policies and driven by an Internal Audit requirements for tracking purposes

    • #146
      elisha
      Participant

      Can this document start with a definition of telephone services? Does it include mobile? internet telephony? Where is the line between a Skype call and a Skype video call? Are usage of internet VOIP systems, voicemail, call forwarders, etc. allowed or excluded under this SLA?

      2.1.3 – are services and devices purchased from areas other than UNM IT prohibited, or just not supported? The distinction is important. This gets to the question about whether the SLA is describing an exclusive service or a service being offered by one department with choice if the service doesn’t meet the department need.

      2.2.2 – 99.9% up time seems very low for a phone service. Is an outage of 1.5 minutes/day or almost 9 hours/year acceptable? Is planned maintenance included in that calculation?

      2.2 – Can the SLA define service levels associated with maintenance and installation in addition to up-time? What for example are the roles and response times related to moving /installing phone lines, etc.? What is the response for incidents affecting a single phone or building vs. the system as a whole?

      3.2 – What is GNAV? who needs to pay for licensing and training?

      “<span style=”line-height: 1.5;”>Provide thirty day notice for special events and moves that involve more than six phones;” – this is not always possible. Is there an emergency request process?</span>

      5.2 – Now I see that you have defined some service levels for service requests. Is there any escalation process for phone moves when they cannot wait 10-13 days?

      6.1 – How is culpability determined for incidents? how are disputes managed?

      7 – What is the process for notification and negotiation related to changes in the maintenance window?

    • #208
      reynolds
      Participant

      SP/MSR – Paragraph 2 refers customers to the Service Description. Paragraph 2.1 includes a synopsis of that description

    • #209
      reynolds
      Participant

      SP/MSR (Bulled 2.1.3) – This is a process question, not part of the SLA. Exceptions to centrally purchased devices are authorized on a per requirement basis. We will only support product, services we provide

    • #210
      reynolds
      Participant

      SP/MSR (Bullet 2.2.2) 99.9% is a conservative approach, agreed, and our systems are closer to five 9’s. However, there are no automated tools in place to track the uptime due to costs and integration requirements, so it is a manual process we use to calculate availability. Additionally, some of our services are IP based, on the network. Decentralized Department Denial of Service attacks (via compromised hosts) can and most likely affect our service. We have factored that into our target

    • #211
      reynolds
      Participant

      SP/MSR (Bullet 2.2) This is a process question, not an SLA question. However, it is reiterated in the SLA in paragraph 5.2, service request response for your convenience. The SLA defines the 10-13 day window for a MAC (move, add or change) defining the roles is internal to IT customer service, IT voice, IT facilities, IT data and external vendors we utilize. The SLA defines the response times for trouble tickets (incidents) based on ITIL practices defining this urgency and response times.

    • #212
      reynolds
      Participant

      SP/MSR (Bullet 3.2) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required

    • #213
      reynolds
      Participant

      SP/MSR – 30 day notice question – IT voice has an expedite charge for any request. The process is to ask that your project be escalated and it will be moved up in the 10-13 day window and an expedite charge applies accordingly for that migration

    • #214
      reynolds
      Participant

      SP/MSR (Bullet 5.2) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required

    • #215
      reynolds
      Participant

      SP/MSR (Bullet 6.1) In referring to incidents (trouble tickets) that is stated in the SLA for the turn around, triage based on the ITIL matrix for the severity of the incident

    • #216
      reynolds
      Participant

      SP/MSR (Bullet 7) Process question, not an SLA question

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