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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  
   
HTML
HTML		 Backbone Network
Remote (Off Campus) Backbone
Backbone Interconnect Network		 More »
   
HTML
HTML		 Cabling
Station Cable
Interbuilding Fiber Lease		 More »
PDF   Customer Network Infrastructure Maintenance  
PDF HTML Special Circuits Maintenance  
  HTML Video Streaming More »