Teleconferencing - Enhanced Service

Service Description
Audio Conferencing is a managed communication service between multiple sites linked by voice telecommunication devices such as a conference phone.

Audio Conferencing is an essential communication tool used for business meetings, project management, seminars, training sessions, public information discussions, conference planning sessions, employment interviews and many other business needs.

Customer Benefits
Teleconferencing can increase efficiencies and it is a method allowing for audio and/or video communications when a face-to-face meeting is not feasible due to distance. It is an effective alternative to travel which can add up to weeks of non-productive time and travel expenses. It provides a way to meet with several disparate groups of people and works well in a crisis when all participants are not able to travel or immediate information and data is needed from someone not on location.  

Customer Responsibilities

To request the service, the customer must submit a request to the Help Ticket System (HTS). Customer involvement is essential to resolving issues; therefore, the customer will need to provide the appropriate knowledgeable resource(s) to work with ETS.


The customer will need to identify the type of teleconferencing service desired such as LeaderPhone, Hangouts available through Google+, and UberConference accounts available through Google Hangouts.

ETS Responsibilities
ETS will be responsible for setting up the account for LeaderPhone. Additionally, they also setup the Gmail Account, which allows users to access Google+, Hangouts and Uberconference which will save the agency money.

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  Request for teleconferencing will be completed within 15 Business days.  15 business days

Service Rates

 Service      Cost  Unit
 Enhanced Service - Teleconferencing  Cost +5%  Per call