Professional Services Voice & Unified design/activation and Toll-Free services Communications Note: Devices that are not by the Commonwealth are not supported. for Consolidated Agencies Service Levels Service Description Repair Calls; Password resets = 1 Day resolution Delivers support of employee desktop VoIP, Unified Communications (UC), and Repair Calls = 2 business days (No analog phone systems. This also Vendor SLA available) includes wireless smartphones, cell Request for Move/Add/Changes = phones and MiFi hot spots with Mobile Device Management (MDM) support. days (No Vendor SLA available) Note: This service is only available to the Design/Implementation of a New Office of Administration and the consolidated agencies. System or new IPT line = 30 business days after approval of design What is Included Request for New/Replacement Wireless = 9 business days (No Setup for new employees and contractors Vendor SLA available and each Obtain quote of hardware for Agency wireless vendor has different purchase processing times) Installation and configuration of Response Time: equipment including VoIP and analog Urgent Business-critical production – phone sets, UC on the desktop and outage impacting multiple people 15 – wireless devices minutes Provides maintenance patching via High Non-business-critical process – Vendor maintenance schedules impacting multiple people - 1 hour Troubleshooting of hardware and Medium Request for service - 8 software – - Questions or informational Low Upgrade, replacement and disposal of requests - 16 hours all equipment management of desktop equipment Other Vendor provided services Additional Information include Virtual Call Center None
Professional Services Voice & Unified Communications for Consolidated Agencies Service Description Delivers support of employee desktop VoIP, Unified Communications (UC), and analog phone systems. This also includes wireless smartphones, cell phones and MiFi hot spots with Mobile Device Management (MDM) support. Note: This service is only available to the Office of Administration and the consolidated agencies. What is Included Setup for new employees and contractors Obtain quote of hardware for Agency purchase Installation and configuration of equipment including VoIP and analog phone sets, UC on the desktop and wireless devices Provides maintenance patching via Vendor maintenance schedules Troubleshooting of hardware and software Upgrade, replacement and disposal of all equipment management of desktop equipment Other Vendor provided services include Virtual Call Center design/activation and Toll-Free services Note: Devices that are not by the Commonwealth are not supported. Service Levels Repair Calls; Password resets = 1 Day resolution Repair Calls = 2 business days (No Vendor SLA available) Request for Move/Add/Changes = days (No Vendor SLA available) Design/Implementation of a New System or new IPT line = 30 business days after approval of design Request for New/Replacement Wireless = 9 business days (No Vendor SLA available and each wireless vendor has different processing times) Response Time: Urgent – Business-critical production outage impacting multiple people – 15 minutes High – Non-business-critical process impacting multiple people - 1 hour Medium – Request for service - 8 Low - Questions or informational requests - 16 hours Additional Information None