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TNS Policies
Immediate
Within 2 Hours:
Within 4 Hours
Within 8 Hours
Policy on Response Times and Service Restoral for Network Service Problems or Interruptions
Response Times
The following response times provide an indication of the time from when TNS staff has received notice of the problem until TNS is actively involved in trying to correct the problem.*
The following response times do NOT reflect the time required to restore service.
Immediate:
- Campus wide integrated backbone, VoIP/voice services, or Video system interruption
- Backbone, VoIP/voice, or Video problems affecting multiple buildings
- Problems affecting access to a major host
- Service outage of supported PBX systems
- Internet outage to I1, I2 or NLR
- Outage affecting a technology classroom
- Video system outages affecting scheduled events
Within 2 Hours:
- Outages affecting an entire department, college or building's voice, data, or video services
- Internet slowness via I1, I2, NLR
- Radio Paging system issues
- Octel Voice Mail System issues
Within 4 Hours:
- Voice, data or video service outages affecting only part of a department or building
- All dial-in access at a site is down
Within 8 Hours - Monday through Friday 8:00 AM-5:00 PM
or
Next Business Day - Monday through Friday 5:01 PM-7:59 AM and weekends:
- Voice, data or video service problem affecting a single user, when the single user is not the only user located in a building.
Restoral of Service
TNS is dedicated to resolving all Network Service problems and interruptions as quickly as possible. When the problem falls into one of the following categories**, and TNS staff has become actively involved in trying to correct the problem, TNS will continue to work on the problem past business hours (M-F, 8:00 AM - 5:00 PM) until service is restored unless restricted by vendor support or resource availability. If the problem affects one user, one department, one college or one campus and the user, college contact, departmental contact, or campus contact has determined that the resolution should be scheduled for a later time, TNS will schedule the work to restore service for that time.*
- Campus wide integrated backbone, VoIP/voice services, or Video system interruption
- Backbone, VoIP/voice, or Video problems affecting multiple buildings
- Problems affecting access to a major host
- Service outage of supported PBX systems
- Internet outage to I1, I2 or NLR
- Outage affecting a technology classroom
- Video system outages affecting scheduled events
- Outages affecting an entire department, college or building's voice, data, or video services
- Internet slowness via I1, I2, NLR
- Octel Voice Mail System issues
- Voice, data or video service outages affecting only part of a department or building
- All dial-in access at a site is down
* If you feel your trouble report has not been handled in a timely or appropriate manner, please call 814-865-4NOC and ask to speak with a supervisor.
** Essentially, any situation other than the case of a single user within a faclility in which others are located for whom no problems have been reported.
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11/21/07