Telecommunication Service Request (TSR)

Service Description
TSR provides access for agency users to submit add/move/change work requests for voice and data services.

Customer Benefits
TSR provides a simple user interface for agencies to manage (request, review and track) work orders for all voice and data services such as office moves, purchases of additional equipment, equipment changes, office wiring or any other telecommunications service to be processed by the work order system. This service provides accurate and thorough information from the agency to ETS technical staff. This information is input via a simple, electronic form within the system allowing free form description of services desired. 

Note - This feature is for users who have access to Telesoft.

Customer Responsibilities

The customer will utilize the Telecommunications Service Request system (Telesoft) as the mechanism to initiate all Telecommunication services. If users are experiencing technical issues with TSR services ordered, they should submit a help ticket by calling Technology Support Center at 307-777-5000 or using the the web Help Ticket System (HTS).


Requesting Service - To request this service, please submit a Telecommunications Service Request via a Telesoft Work Order.


Helpful Tip - Customers need to provide billing account information in addition to a primary and secondary point of contact at the time the request is made.

For general inquiries regarding this service, please contact the Technology Support Center at 307-777-5000 or using the the web Help Ticket System (HTS). ETS will work with the agency to answer questions, provide quotes on services, and arrange with ETS service provisioning.

ETS Responsibilities
ETS technical staff manages and maintains all equipment, software, incident resolution and all necessary contracts with third party vendors.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category  Evaluation Criteria   Target
Availability 

Percentage of time this production system is available for user access. To include maintenance windows. System availability

 98%