IT Service Catalog for Year 2018-2019

I N F R A S T R U C T U R E A N D O P E R A T I O N S

Telecom/VOIP Voice over Internet Protocol (VoIP) is a general term for a family of transmission technologies for delivery of voice communications over IP networks such as the Internet.

INCLUDES:

BASIC SERVICES • Inbound and outbound calls • Audio- conferencing

How do we charge? Basic services: Fixed price per month (Appendix A) Major cost drivers • Number of devices in use • Hardware acquisition • Hardware support • Operations and engineering support

• Voice mail • Emergency responder

• Single line phone • Multi line phone • Multi line phone with voicemail • Add-on module • Analog (fax, modems, TTY, etc) • Panic Button Installation

RESPONSE TIME

Available Loaner Equipment • International phone • Conference Phone

Priority Critical

Time

4 Hours

High

Same Day

What should you expect? Service availability: 24/7 service availability (maintenance windows will be scheduled during non-business hours) 96% of phones installed within 5 days 96% of phone repairs complete within 3 days

Medium

3 Days 5 Days

Low

Contact: Gerrad Bife Telecommunications Manager 336-373-2333

How can you help? 1. Limit your long distance calls. Additional fees are charged for long distance. 2. Enter a Service Desk ticket online to have unused phones picked up and taken of your account.

In 2017, on average, the highest call volume happened on Tuesdays at 3 pm. FACT:

24 I T S E R V I C E C A T A L O G • F Y 2 0 1 8 - 2 0 1 9