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.
- 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.
- 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.
- 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.
- 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.
- Visual inspection of all downlink components
- Detailed equipment check and status report
- Receiver programming check and update
- Spot-check on all satellites
- Record cable tap readings in viewing rooms
- Subjective check of audio and video quality in viewing rooms
- Check peripheral equipment wiring
- Lubricate moving joints on antenna
- Document condition of paint on antenna reflector and mount and report problems found to the site coordinator
- 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:
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.
- All changes made to a 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:
Downlink systems not designed and installed by TNS can be made eligible for TNS Maintenance options by contracting TNS to certify the system. Certification will include the replacement of downlink components that do not meet TNS standards plus a $75 certification fee.
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.
