Telecommunications SLA
| Service | Service Level Provision | Responsibilities of users |
|---|---|---|
| Telephone Services. | To provide an effective and reliable telephone service within the University and between the University and the public network. | To advise the Communications manager with any problems |
| Switchboard Operations. | To provide a courteous and helpful telephone switchboard operator service between 09:00 and 17:30 hours Monday to Friday excluding public holidays and Minimum Service Days. Telephone operators aim to answer 70% of all calls within 7 seconds. | To advise the Communications manager with any problems |
| Telephone Line-Fault Reporting. | Telephone faults attributable to a faulty handset or line will be dealt with efficiently to ensure that telephone faults are rectified promptly. Every effort will be made to rectify telephone faults on the same day as the fault is reported. | To report the fault to the telephone switchboard in the first instance giving the extension number, location and a description of the problem. |
| Telephone System-Fault Reporting. | Telephone system faults attributable to a system failure will be reported to the system maintainer who have a contract to attend site within four hours. Repairs will be completed promptly unless equipment is damaged by explosion or fire. | To report the fault to the telephone switchboard in the first instance giving the extension number, location and a description of the problem. |
| New Telephone line Installations. | To install new telephone extensions in an efficient and cost-effective manner. Every effort will be made to install new telephone extensions within five working days. | To provide detailed information relating to the new telephone extension. ie, type of line, for example, Direct Dial In (DDI), Dialing facilities, for example, internal only, local, national, international, Cost Codes for Installation and Monthly Invoicing. |
| Extension Moves & Changes. | To undertake extension moves and changes efficiently. Every effort will be made to undertake moves and changes within two working days of the request being made. | To provide detailed information relating to the extension. |
| Voicemail Requests. | To undertake voicemail installations efficiently. Every effort will be made to undertake voicemail installations within two working days of the request being made. | To provide detailed information relating to the extension. |
| Payphones. | The payphones located in University premises are maintained and operated by British Telecom plc. | British Telecom plc remotely interrogate their equipment. However, if a fault exists on a payphone then please advise the Switchboard staff by dialing 01 on any internal extension. |
| Personal Calls-Policy. | The University recognises that it may occasionally be necessary for members of staff to make personal calls using the University's telephone system, and this is acceptable provided that it is no more than occasional use and that long-distance or international calls are not involved. It is no longer economic to recharge for personal calls, so the recharge system is being withdrawn. Members of staff should be aware that the University monitors the use of telephones, and anyone who is believed to be abusing the system will be investigated and disciplinary action taken where there is evidence of abuse. | Note the University policy relating to personal calls on the telephone system. |
| Telephone Problems. | Problems associated with any aspect of telephone services will be dealt in a customer-focussed, effective, efficient and helpful manner. | Please report telephony problems to the switch board by dialing 01 on any internal telephone. Alternatively, e-mail the switchboard (telecoms@sussex.ac.uk) |
Updated on 3 July 2023