Reaching Others University at Buffalo - The State University of New York
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Service Level Statement:

Telephone

Faculty and staff receive telephone request, repair and installation service and support.

On this page:

Definitions

VoIP "Voice over IP" VoIP refers to a way phone calls are delivered over the campus privately managed data network. The service is fully supported by CIT professionals and utilizes Cisco products.
Analog Analog service, also known as POTS (Plain Old Telephone Service) refers to a way phone calls are delivered using Verizon’s infrastructure.
Telephone Request Requesting Telephone Service from our standard service offering (e.g., new phone set or number assignment, phone display name change, etc.) or getting instructional and informational help (e.g., how to place calls, how to program speed dials, etc.).
Telephone Incident/Repair Restoring Telephone Service to normal operation by replacement (swapping phone) or maintenance (resetting phone).
Telephone Design/Installation Any change or introduction resulting in new Telephone Capabilities outside of our standard service offering (e.g., integrating 3rd party conference units with campus VoIP system, etc.).
Telephone Models Supported VoIP models are defined in Supported Phone Equipment.
Telephone Capability A universal technology feature of telephony (e.g., directory listing, voicemail, etc.).

Additional definitions are available in the Service Level Statement - Glossary.

Scope of Services

CIT provides Telephone Request, Telephone Repair, and Telephone Design/Installation support to all UB faculty and staff, in all spaces owned and/or managed by UB. Specifically excluded from this Service Level Agreement are Call Center Solutions and VoIP Broadcast Paging which are provided as distinct, opt-in services.

Service Options

Legacy Analog Telephone Service

Legacy Analog Telephone Service is limited for special uses (e.g., fax, modem, alarm, emergency, etc.) and so is not provisioned as part of any new desktop or mobile offering.

Fees

Applicable fees associated with Telephone Service are described at Cost of Services.

Service Response Targets for Telephones

All of the listed service goals are defined within the Hours of Support.  In other words, if an issue is reported outside of hours of support, the clock would not start until start of business the following business day.  As targets, these are not guarantees on response time, but goals that help define the needed support resources.
Hours of Availability:

  • All Locations: 24x7x365

Hours of Support:

  • Downtown, North, South Campus: 8:30am-5pm M-F

Telephone Request:

Telephone Incident:

Telephone Design/Installation:

Requesting Services/Support

Requests for services or support should be logged with the CIT Help Desk or by filling out the Telephone Service Request Form. More information can be found at Report a Network, Telephone or Classroom Technology Problem and Phones.

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