Revised 1/10/07

PURPOSE
To identify when trouble isolation, problem determination and/or problem resolution is accomplished with or without charge by the Telecommunications Department.

DEFINITION:
Equipment -Any hardware or software facility attached or connected to any portion of the University’s voice and/or data network facilities.

POLICY:
When the Department of Telecommunications is responsible for maintaining equipment, for instance in the case of a problem with a telephone line and/or telephone set provided by the Department of Telecommunications, there is no charge for trouble isolation, problem determination and/or problem resolution.  These services are provided for within the maintenance responsibility.

However, when the Department of Telecommunications is not responsible for maintaining equipment, for instance a local area network (LAN) file server or its software, and the trouble call is placed to the Department of Telecommunications, then, if the trouble is found to be caused by
equipment outside their maintenance responsibility, the time spent in trouble isolation, problem determination and/or problem resolution will be charged out at the then current hourly rate for telecommunications service.

PROCEDURE:
    1.  The Department of Telecommunications dispatchs service/repair

        personnel in response to all trouble reports sent to and/or called

        in to the Department.

    2.  When the problem is found to be with equipment the Department

        of Telecommunications is responsible to maintain, then the work is

        performed at “no charge.”

    3.  When the problem is found to be with equipment the Department

        of Telecommunications is not responsible to maintain, then the work,

        at least through trouble isolation and/or problem determination, will

        be charged at the then current Department of Telecommunications

        hourly labor rate.