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TNS Policies

Trouble Reporting

Preventive Maintenance

Annual Preventive

Receiver Programming

Coverage Requirements

Certification of Downlink

Requesting Discontinuation

No Maintenance Coverage

TNS Satellite Downlink Equipment Maintenance Policy

Telecommunications and Networking Services (TNS) offers an optional maintenance plan for downlink equipment to University Campuses, colleges, and departments.

Trouble Reporting/Resolution Procedure:
  • The downlink site reports a problem to the campus, college, or departmental technical contact.
  • The technical contact determines the source of the problem.
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  • If the problem is caused by operator error or any equipment or wiring located on the distribution side of the satellite receiver output, the technical contact or the site will be responsible for the resolution of the difficulty. The downlink site will be responsible for the computer and software used at the site to remotely control the system.
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  • If the source of the problem is located in the receiver or within the satellite downlink equipment portion of the system, the technical contact should call the TNS Network Operations Center (NOC) at 814-865-4NOC [4662] to report the problem.
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  • TNS will be responsible for the resolution of problems involving the satellite receiver, the receiver programming, the wiring to the antenna, the antenna reflector and mount, the LNB (Low Noise Block) and the wiring used to provide remote control.
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  • TNS will send personnel to the site to resolve the problem or contact a maintenance vendor who will visit the site to diagnose the problem and/or repair/replace faulty equipment. (Service commitment - Arrive on site within 24 hours after receipt of call. Repair completion within 48 hours.)
Preventive Maintenance:

TNS will perform a yearly preventive maintenance check on the equipment covered by the maintenance agreement and perform any necessary equipment repair or replacement.

Annual Preventive Maintenance Check includes:
  1. Visual inspection of all downlink components.
  2. Detailed equipment check and status report.
  3. Receiver programming check and update.
  4. Spot-check on all satellites.
  5. Record cable tap readings in viewing rooms.
  6. Subjective check of audio and video quality in viewing rooms.
  7. Check peripheral equipment wiring.
  8. Lubricate moving joints on antenna.
  9. Document condition of paint on antenna reflector and mount. Report problems found to the site coordinator.
  10. Meet with users to answer questions, etc.
Receiver Programming:

TNS will be responsible for the programming of all satellite receivers covered by TNS maintenance.

Coverage Requirements and Charges:

Downlink maintenance coverage includes a mandatory charge for one preventive maintenance visit per year. In addition, Time and Materials charges will be applied for all trouble calls reported by the site.

  • A signed Telecommunications Service Requisition (TSR) must be submitted to TNS requesting Satellite Downlink Equipment Maintenance coverage.
  • TNS will bill the campus, college or department on a monthly basis for the troubles resolved by TNS for each site during the previous month.
  • All changes made to an TNS maintained downlink system must be designed, installed and maintained by TNS or under the direct supervision of TNS in order for the system to be covered by TNS maintenance. Moving the satellite downlink equipment included in the TNS maintained system constitutes a change to the system. Systems found to be in violation of the maintenance agreement will be allowed 2 weeks to bring the system into accordance with the agreement by the removal of the customer's changes or by the submittal of a request for an TNS re-certification design for the changes.

NOTE: Maintenance fees cover maintenance costs only and do not include life cycle funding. Campuses, Colleges and Departments will need to budget appropriately for replacement of equipment.

Certification of Downlink Systems:

Satellite Downlink systems not designed or installed by TNS can be made eligible for TNS Maintenance options by first completing a Telecommunications Service Requisition requesting that TNS certify the system. After the system is certified, the equipment will qualify for TNS maintenance coverage. A TNS Service Manager will initiate a TNS Work Order for a certification design. Certification charges will be billed to the site.

Requesting Discontinuation of Downlink Maintenance Coverage:

In order to discontinue the satellite downlink equipment maintenance coverage and associated monthly billing charges, the campus, department or college must submit a TSR requesting discontinuation of the service.

No Maintenance Coverage:

TNS will only provide assistance or support for downlink equipment and systems that are covered by TNS maintenance. Expansion, maintenance or repair of any equipment or system that is not covered by TNS maintenance is the responsibility of the campus, college or department.

Please Refer to TNS System Maintenance Policy.

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