Approved January 2010
This service level agreement describes the services provided by ICIT to support campus users that make use of cellular telecommunication devices including cellular phones and smart phones primarily or exclusively for business purposes.
The campus has two options available for the procurement of cellular devices and services. US Cellular is the provider under standard state contract for cellular devices and services in southeastern and southwestern Wisconsin. Additionally, UW-Whitewater has entered into an agreement with AT&T that allows it to purchase cellular devices and services from AT&T.
All purchases, quotations, change requests and other communications with either vendor must go through Tom Jordan, UW-Whitewater Telecom Manager. All use of UW-Whitewater funded cellular telephone devices and services must comply with the State of Wisconsin’s Enterprise Wireless Policy (PDF). Supervisors of employees that have been issued cellular devices are required to keep on file an acknowledgement form (DOC) that indicates the employee is aware of the state policy.
There are two levels of cellular telephone service available to UW-Whitewater employees based on an individual’s job requirements.Tier 1 service is available through both US Cellular and AT&T. Tier 2 service is available only through AT&T.
This tier is appropriate for campus personnel who perform the majority of their responsibilities on campus, but away from their office, and are required to be in constant contact with other campus personnel, students, subcontractors and other entities that conduct business with the campus. It is expected that these personnel would use cellular telephone devices only during their regularly scheduled work hours. It is also possible for Tier 1 devices to be used by staff who are regularly on call from off campus, but Tier 1 devices are to be used only for University business. No personal use is allowed. Personnel in this tier will be using university funded cellular phones/plans that follow both DOA and UW-Whitewater cellular telephone use policies. Prior to purchase under this tier, the user should consult with Telecom to determine the most cost effective way to meet the need. See “Requesting service” below for information about how to request this consultation.
This tier is appropriate for campus personnel who by the nature of their job scope are required to be in contact with other campus personnel, students, and other entities that conduct business with the campus, while on-campus away from their desks and off campus either for business or personal reasons. It is expected that these personnel would use cellular telephone devices any time during work and personal hours. In this tier the device may be used for personal as well as business purposes.
Personnel in this tier will be using cellular telephone services according to DOA and UW-Whitewater cellular telephone policies. Users in this tier will not be eligible to use the state negotiated per minute plans and instead use standard plans from a cellular telephone provider with special pricing applied. Employees will purchase devices from personal funds, receive personal billing account statements, and will be responsible for paying the entire bill. The cellular telephone device purchased under this program will remain the user’s personal property and responsibility. The University does not own, maintain, service or repair any equipment under this program. The University’s Telecom Manager will regularly review the bill payment status as well as the employee eligibility for the program based on the job scope and the actual use of cellular telephone services for work-related purposes.
Prior to purchase under this tier, the user should consult with Telecom to determine the most cost effective way to meet the need. See “Requesting service” below for information about how to request this consultation.
ICIT provides the following services related to acquisition and management of cellular telephone telecommunications under either tier:
Customer roles and responsibilities in using cellular telephone telecommunications services:
ICIT roles and responsibilities in using cellular telephone telecommunications services:
In Scope Services
Out of Scope Services
To request a consultation or to request changes to existing service, contact the ICIT Help Desk at 262-472-4357 or by email at firstname.lastname@example.org.
Cellular telephone telecommunication requests are processed during the normal campus business hours of 7:45am to 4:30pm. Consultation can be conducted via phone or email, or by appointment with Tom Jordan, Telecom Manager.
Since cellular service is provided by the vendor and features may vary based on plans or equipment purchased, ICIT cannot provide support for the device itself or the device’s connectivity on the cellular network. ICIT provides basic information necessary to connect smart phones to the campus email system at:
Specific questions about how to operate the cellular telephone device or make use of particular features not related to accessing UW-Whitewater’s email system should be directed to the vendor.
The campus cellular contracts provide substantially reduced rates for cellular telephone services. Costs and discounts vary based on the tier of service and the device, plan and features selected. To determine cost for a particular service, follow the process in “Requesting service” above.
ICIT does not charge a processing fee or surcharge on the purchase of any cellular telephone telecommunication services.
Service level agreements (SLA's) allow Information, Communication and Information Technology to offer colleges, departments and university organizations IT services on an enterprise level.