Expectations for service quality: Bob talked to Peter Brouwer (4/95) about the level of expectation the campus has for network services (responsiveness to outages). Peter indicated that he felt the campus wanted and expected good service, but that level of expectation varied depended upon the time (evenings, weekends, holidays). During off-hour times, the expectation is that one could register problems and complaints about network problems and that we would respond to those problems as soon as reasonably possible. It will be up to us as a team to establish an action plan that gives the level of service we want to offer and that meets the criteria of addressing problems, "...as soon as reasonably possible."
Voices Services
Service standard: Telephone service should be operational 24 hrs/day, 7 days/week, with the exception of Christmas and New Years Day. When problems are encountered with local campus telephone service: Brenda Bennett should be contacted at: Campus phone: x3003 Home phone: 769-5645 Beeper #: 6025 (dial 386-4548) - Monday through Friday from 6am until 10pm. - On weekends or holidays (except Christmas and New Years Day) from 10am until 10pm. Back-up procedure when Brenda Bennett is NOT available: When problems are encountered with long-distance telephone service: Brenda Bennett should be contacted at: Campus phone: x3003 Beeper #: 6025 (dial 386-4548) - Monday through Friday from 7:30am until 4:30pm. Back-up procedure when Brenda Bennett is NOT available: During normal business hours, contact Carmen Casolara (x2362; beeper # 3167). If Carmen is not available, refer to list below. If problems are encountered with long-distance telephone service after normal business hours, and we lose off-campus access to the Internet as well, Public Safety should be contacted. They should check to see if we have lost our long-distance calling ability (they could try a long distance # to, for example, Ogdensburg State Police). If they can't make a long-distance call then they should contact the following staff who are within a local call: 1. Carm Casolara (386-3303; beeper # 3167) 2. Bob Jewett (265-4645; beeper # 6030) 3. Garnet Barrigar (265-0515; beeper # 3165) 4. Justin Sipher (265-0578; beeper # 3166) 5. Dave Brouwer (265-8987; beeper # 6020) TO-DO: Brenda will check with NYNEX to determine how we are to contact them after-hours when there is a problem with long-distance service. TO-DO: Carm will document the procedure to check to see if the T1 power supply is working properly or not.Data (Network) Services
Service standard: Internet access (campus-related) problems should be responded to as quickly as possible when problems are encountered during 6am - 10pm (Sun. - Fri.) When problems are encountered: Back-up procedure when the primary contact is NOT available:Video Services
Service standard: Television service problems should be responded to as quickly as possible when problems are encountered during 8am - 10pm (Sun. - Fri.) and 10am - 10pm (Saturday). When problems are encountered: Back-up procedure when the primary contact is NOT available:
Notes from meeting w/ Russ Nelson (TCP/IP services) - 3/18/96