SERVICES This document outlines the service level document that the Telecommunications Center (TC) will provide to the University of Mississippi. These commitments will continue to evolve as customer requirements change.

• New Telephone Installation - orders for new telephone service are generally worked within five business days after receipt of order, provided wiring and facilities are available.
• Moving Telephone - orders to move telephones from one location to another are generally worked within five business days after receipt of order, provided wiring is available at the new location.
• Conduit Installations - for orders requiring conduit for new wiring, TC must submit a work request to Physical Plant to install the conduit. TC must rely on Physical Plants completion of the work before scheduling the installation of the wiring.
• Cancellation of Telephone Service - orders for cancellation of dial tone are generally worked within five business days after receipt of order.
• Equipment - orders for new equipment, changes to existing equipment, disconnection of equipment, etc. are generally worked within five business days after receipt of order.
• Voice Mail - orders for the addition of new voice mail to an existing line, changes in voice mail, deletion of voice mail, etc. are generally worked within five business days after receipt of order.
• Features - orders for the addition of new features to an existing line, changes in features, deletion of features, etc. are generally worked within five business days after receipt of order.
• Emergency Orders - Departments should submit all orders in a timely manner which will allow TC to schedule work to meet commitments. Work requested by Departments for shorter time frames than those outlined above will be billed at time and one-half, which will permit TC to meet other service commitments for that week.
• Receipt of Orders - TC will acknowledge receipt of all orders within 24 hours after receipt of order. Notification will be provided via E-mail or by phone to departmental contact listed on order.
• Scheduling of Work - TC will notify the departmental contact listed on order of the expected date work will be performed. Notification will be provided via Email or by phone.
• Order Status - to check on the status of an order, departments should call TC customer service at 7599.

REPAIRS

• Equipment - TC will maintain all equipment for which a an annual maintenance fee is charged at no cost. All other equipment will be maintained on a time and material basis. Repairs to equipment are normally responded to within eight hours after the trouble call is received.
• Dial Tone - repairs to dial tone are normally responded to within eight hours after the trouble call is received. TC personnel will work with BellSouth on all troubles which require BellSouth*s assistance to clear trouble as soon as possible.
• Service Interruptions - TC will notify Departments at least three business days in advance of any planned partial or system-wide service interruptions or system change-outs. TC will notify Departments within thirty minutes of any unplanned partial or system-wide service interruptions.
• Trouble Reporting/Status - to report a trouble or check on the status of a trouble, Departments should call TC customer service at 5922.

ESCALATION PROCEDURES
If TC fails to provide the services outlined in this document, departments should report the problem to:

• Telecommunications Service Specialist - Chrissy Lewis - 7748

If problem is still not resolved within 24 hours, refer problem to:

• Operations Manager - Michele Mize - 1255