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TNS Services

Trouble Reporting/Resolution Procedure

Preventive Maintenance

Receiver Programming

Coverage Requirements and Charges

Certification of Downlink Systems

Requesting Discontinuation of Downlink Maintenance Coverage

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.
  • 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.

  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.

Effective July 1, 1999, the following charges will apply to all sites who have requested to be covered by TNS Satellite Downlink Maintenance:

  • A signed Telecommunications Service Requisition (TSR) must be submitted to the college, campus or department's assigned TNS ITS Consultant requesting the Satellite Downlink Equipment Maintenance coverage.
  • Preventive maintenance will be billed to the campus, department or college monthly at the rate of $19.00/month per site for University Park locations or $28.00/month per site for locations other than University Park.
  • 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.
  • The rate for TNS time spent on each trouble report will be $56.00/hr. Calls will be billed at a minimum of 15 minutes per call. For sites other than University Park, travel charges will be billed to include mileage, tolls, car and lodging if necessary. The distance and level of emergency required will dictate the choice of travel. Charges billed by maintenance vendors will be passed on to the campus, college or department.
  • 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.
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 at cost plus 22% (current rate as of 07/01/1999). There will be a charge for the time spent by TNS to certify the system, as well as all travel and lodging expenses incurred to visit the site. Some systems may also require an additional charge equal to 0.25% (current rate as of 12/7/97) of the cost of the original equipment multiplied by the number of months the equipment has been installed. For some sites, a preventive maintenance check may be used to certify the system.

To request the certification of a satellite downlink system, a properly completed and signed Telecommunications Service Requisition should be submitted to a CSS ITS Consultant. The Consultant will initiate an TNS Work Order for a certification design.

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.

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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