4-OP-H-4 Telecommunication Services | Policies and Procedures

Responsible Executive: Finance and Administration

Approving Official: Vice President Finance and Administration

Effective Date: January 1, 2014

Last Revision Date: Unrevised at this time.

SPECIFIC AUTHORITY

BOG Regulation 3.0075
Florida Statutes Chapter 1001,1006 and 1008
Florida State University Regulations

OBJECTIVE

The purpose of these procedures is to describe the telecommunications services available and the policies that govern the University community through the Information Technology Services (ITS). The community includes all departments, faculty, staff and students both on and off the main Tallahassee campus as well as other specific outside entities. The procedures provide information on obtaining services, descriptions of services, technical definitions, informational sources, contacts, organizational structure, and billing procedures.

OVERVIEW

ITS is the coordinator and provider of telecommunications transport services on and off the University's campus. This includes, but is not limited to, all infrastructure wiring within and between campus buildings, calling features, CATV, consulting and operator services, local dial tone, emergency telephones, frequency coordination, outside plant, telephone instrumentation, teleconferencing, wireless technologies, voice mail, long distance services, paging, DSL. ITS also provides the infrastructure for Access control, intrusion (burglar) alarm systems, and closed-circuit television (CCTV) video surveillance systems. Coordination and approval for these systems is through the FSU Police Department.

POLICY STATEMENT

ITS's goal is to connect our University community with global communication solutions in a customer-focused, business-oriented environment, emphasizing service excellence. ITS is also charged with managing, coordinating and providing all telecommunications transport services in a manner that promotes the overall University mission. Because some ITS services are offered as an auxiliary service, it is necessary to charge for administrative services.

4-OP-H-4A UNIVERSITY REQUESTS FOR TELECOMMUNICATIONS PRODUCTS OR SERVICES

ITS is responsible for the selection and approval for all orders that pertain to telecommunication services. Most products and services, listed in the Products and Services Section (B), should be acquired through ITS.
A-2 Information Technology Services
- All requests for new products, wiring, equipment or telephone service additions, deletions, moves, changes in line Class of Service or budget number's for billing purposes must be submitted on an on-line Technology Service Request (TSR) via the ITS Website. All orders must have the name of an authorized individual that can be confirmed by the ITS Customer Service Representatives using the official University's Authorized Signature List. If an FSU department requests telecommunications service from an outside vendor through the University Purchasing Department, Purchasing will forward the request to ITS for prior approval of purchase.
  1. Changes to Orders - Departmental Representatives have thirty (30) days to make minor adjustments to an order at no additional charge as long as new services or products are not added. Changes resulting in additional charges must be coordinated through the Departmental Budget Authority and ITS Representative. ITS Service Technicians are not authorized to deviate from their service order in any way unless approved by the ITS Authorized Representative.
  2. Consulting Services and Estimates - ITS Customer Service Representatives provide Consulting Services and Estimates, when requested, at no charge to FSU customers. Estimates are valid for sixty (60) business days. Although every effort is made to keep actual costs within 10% of the estimate, the work will be billed on a time and material basis. Consulting services and estimates for security-related products and services are provided by the FSU Police Department.
  3. Sponsored Research Requests - Any request submitted under a Contracts or Grants budget number may be transmitted directly to ITS on-line. If ITS determines that annual expenditures resulting from this order will exceed $1000, a request will be submitted to the Office of Sponsored Research for prior approval. Please refer to the Sponsored Research website (link) for information on allowable and restricted expenditure constraints on Contracts and Grants budgets.
  4. Order Timeframes - ITS endeavors to complete orders within ten (10) or less business days after receipt and approval. Some exceptions apply and may take longer, such as requests involving more complex changes, construction work involving cable line rearrangements, security services and equipment, or other additions.
A-3 New Construction/Renovations
- ITS has the responsibility of design, development, approval, installation, maintenance and management of telecommunications wiring and infrastructure in all FSU properties. This would include, but is not limited to, voice, video and data infrastructure with fiber, copper or coaxial cabling, telecommunication rooms, raceways, conduit systems, duct banks and the campus telecommunications manhole system. Such responsibility implies a first right of refusal by ITS on all wiring design, development, approval, installation, maintenance and management. ITS assures that this mandate is carried out in two main ways:
  1. ITS, in cooperation with Campus Design and Facilities Planning and Construction, reviews design documents in several phases of completion to ensure compliance with the FSU Telecommunications Infrastructure Standard and other local and national codes. Typically design development, 50% and 100% drawings, are all reviewed and input on changes are implemented throughout the process.
  2. Establishment of the Florida State University Telecommunications Infrastructure Standard, a design document used by project design professionals during the development of construction and renovation projects. Adherence to this standard ensures that uniform, cost-effective and high quality telecommunications infrastructures are consistently installed.
A-4 Telecommunication Infrastructure Compliance
- Departments are not authorized to install their own telecommunications. In the event that unauthorized installations take place, the responsible party will be required to bear all expenses necessary for ITS to ensure compliance with the FSU Telecommunications Infrastructure Standard. The standards can be reviewed at: https://its.fsu.edu/service-catalog/infrastructure/building-wiring-standards-construction-projects

4-OP-H-4B DEPARTMENTAL SERVICES

The following section is a list of products and services currently offered by the FSU Information Technology Services (ITS). This list changes frequently so be sure to visit the ITS Website.
B-1 Security Services
- The FSU Police Department (FSUPD) has been assigned by the University the specific responsibility of design, approval, and management of card access control, intrusion/burglar alarm, and closed-circuit television (CCTV) video surveillance security systems on the main FSU Campus as well as some remote campus sites. Information Technology Services works in cooperation with the FSUPD, Purchasing, Environmental Health and Safety, and individual administrative and academic units and departments to install and maintain the best security solutions for the department’s needs.
- Departments are specifically precluded from independently negotiating for and/or acquiring the types of security services or security components outlined in this section.
  1. Security Services System Definitions.
    1. Card Access Control Systems – A centrally-managed card access system solution that is installed at approved locations which utilizes the FSUCard as a means of gaining access to controlled areas.
    2. Intrusion/Burglar Alarm Systems – A departmentally-localized security system solution that is installed at approved locations and which utilizes local keypad control of arming and disarming through entry of authorization codes.
    3. Closed-Circuit Television (CCTV) Video Surveillance Systems – A centrally-managed closed-circuit television security system solution that is installed at approved locations which utilizes camera surveillance and digital video recording, and which is managed on the University Enterprise Video Network.
  2. Common security equipment and terminology.
    1. Definitions of commonly used terms and typical equipment for each of these security systems can be found by clicking HERE.
  3. Card Access Control System Policies.
    1. Alarms generated due to breaches of security are monitored and responded to by the FSUPD.
    2. University Standard Card Access Arming and Disarming Policy
      1. Exterior/Perimeter Building Doors – The standard arming schedule for University perimeter doors, where access control is used for access to the building, is included on the ITS Website, under departmental security services, card access services. All university building perimeter doors that are outfitted with card access system components will be placed on the University Standard Arming Schedule.
      2. Interior Building Doors – Interior doors with card access equipment will not be armed at any time, unless they are covered under “Exceptions to University Standard Arming and Disarming Policies – Mandatory Alarm Areas”.
    3. Exceptions to University Standard Card Access Arming and Disarming Policy – (Mandatory Alarm Areas)
      1. These standards do not include the following exceptions, which are considered mandatory alarm areas:
        
        Controlled substance storage areas
        
        Cash storage or cash collection areas
        
        Technology-enhanced classrooms
        
        Storage areas for confidential student and/or employee records
    4. University Standard Shunt Time Policy - All alarm shunt times are set at the same default, whether exterior or interior doors/areas. The current University shunt time standard can be found on the ITS Website under departmental security services. All university building interior and perimeter doors that are outfitted with card access system security monitoring components and which are exempted from the arming/disarming policy will be placed on the University Standard Shunt Time Policy.
    5. Penalty for excessive false alarms
      1. If excessive false alarms are generated by any given area, the FSUPD may:
        
        Require the owner departments to reimburse FSUPD the costs of excessive false alarm responses; and/or
        
        Disarm the alarm.
    6. Billing for Access Control System security services is provided through ITS.
  4. Intrusion/Burglar Alarm System Policies.
    1. Alarms generated due to breaches of security are monitored and responded to by the FSUPD.
    2. Penalty for excessive false alarms if excessive false alarms are generated by any given area, the FSUPD may:
      1. Require the owner departments to reimburse FSUPD the costs of excessive false alarm response; and/or
      2. Disarm the alarm.
    3. Billing for Intrusion/Burglar Alarm security services is provided through ITS.
  5. Closed-Circuit Television (CCTV) Video Surveillance System Policies.
    1. CCTV is used for event recording not event prevention.
    2. Closed circuit television applications are NOT monitored by either the FSUPD or ITS.
    3. All video applications utilized for the purposes of safety and security will be connected to the University Enterprise Video Network.
    4. Common Applications.
      1. Capture and recording of video for the purpose of asset protection.
      2. Capture and recording of video for the purpose of recording financial transactions.
      3. Live monitoring and recording of academic testing sites.
      4. Capture and recording of video in areas deemed appropriate by FSUPD.
    5. Policy Exclusions. This policy does not apply to the following applications which are not connected to nor managed through the University Enterprise Video Network:
      1. Web cameras installed for University web-cam streaming video applications.
      2. Cameras used strictly for videoconferencing applications.
      3. Cameras and recording equipment used strictly for education purposes, such as those in place for recording and subsequent evaluation of student performance.
    6. Downloads of archived video are provided by ITS. The FSUPD command staff reviews all requests for video prior to providing video to CCTV customers. Video requests that are or may be related to the commission of a crime are not provided to customers. Customers must report any suspicion of criminal activity to the FSUPD and the assigned Investigator(s) will review relevant video during the investigative process.
    7. Placement of all cameras, including “dummy” cameras, must be approved by the FSUPD.
    8. Any and all criminal activity observed while viewing live and/or archived video must be reported to the FSUPD. Failure to do so may result in a change in CCTV services.
    9. Signage advising that CCTV is in use is ordinarily not posted where CCTV is installed. Before placing signage associated with CCTV, departments must first obtain approval from the FSUPD. If approved, signs must be ordered through Facilities, Operations & Maintenance and will follow the University standard for such signage established by the Electronic Access & Security (EAS) Committee.
    10. The University Enterprise Video Network service provides 30-days of captured and archived video. Requests for additional days of storage may be made to the FSUPD. Such requests, if approved, may result in additional storage charges per camera per month.
    11. Billing for connection to the University Enterprise Video Network is provided through ITS.
  6. Other General Security Policies
    1. Exemptions to University Security Policies - All requests for exemption from any of the above policies must be made in writing, with clear and concise justification, to the FSUPD. Contact FSUPD Campus Access and Security Services at publicsafetycass@fsu.edu to obtain the following forms:
      1. Department Request for Exemption from University Interior Alarm Policy
      2. Department Request for Exemption from University Standard Arming
    2. Security System Design Approval – All security system designs must be approved by the FSUPD. Approval will not be unreasonably withheld.
    3. Security System Design Installation – All security system installations, unless granted an exemption by the FSUPD, must be installed and maintained by ITS.
    4. Authorized Department Security Representatives – A Dean, Director, or Department Head must designate at least one individual within a department to act as the Security Representative from whom the FSUPD may accept and process requests for changes to security configurations. Contact FSUPD Campus Access and Security Services at publicsafetycass@fsu.edu to obtain the following form: Request for Assignment of Department Physical Security Representative(s)
    5. Up-to-Date Security Contact Information Required – It is the department’s responsibility to inform the FSUPD of changes to contact information for all security services. This includes, but is not limited to, changes in names and contact phone numbers for individuals who should be contacted in the event of security breaches or security service/equipment problems. Contact information must include afterhours contact numbers for at least two individuals per department. Changes to contact information should be sent via email to publicsafetycass@fsu.edu.
    6. Safeguarding of Security Information
      1. Department users of card access, intrusion alarm, and/or CCTV security systems may request information concerning use of systems in their areas through FSUPD. Requests are accepted from Deans, Directors, Department Heads, or their designated departmental security representative for the areas associated with their department only.
      2. If a request for information is needed as part of an investigation, and requesting the information through the department would jeopardize or otherwise compromise the investigation, the request for information must be sent in writing to the FSUPD. Approval will not be unreasonably withheld.
B-2 Basic Services
1. ITS offers and coordinates these services to the University community. The service catalog provides more details of the services and can be found at the ITS Website
2. Features - A significant number of standard features are included with basic service. Other optional features are available upon request.
B-3 Cable Television
1. Seminole Cable Vision (SCV) - The campus cable television network is installed and maintained by the ITS. This service is available to any department on campus. Installation and monthly fees are applied on a per outlet basis.
B-4 Conference Calls/Video Conferencing
1. ITS offers and coordinates these services to the University community. The service catalog provides more details of the services and can be found at the ITS Website
B-5 Emergency Services
1. Blue Lights. As a safety feature, ITS offers emergency phones (blue lights) around campus for the University community. The Safety and Security Advisory Committee determines the site installations ITS makes line repairs as needed. All other repairs are done by Facilities Operations and Maintenance (FOM).
2. Elevator Phones - Phones are installed in campus elevators as required by the Florida Elevator Code: ANSI A17.1. ITS performs line and instrument maintenance.
3. Emergency: Call Trace
  1. To activate Call Trace
    - Immediately after receiving a harassing phone call, hang up.
    - Lift receiver, dial *57, and follow instructions.
    - After getting the recording, hang up. Lift the receiver and dial 311.
    - The number will be released to the FSU Police.
  2. NOTE: This is for harassing or threatening calls only. A police report must be filed. There will be a charge for a successful trace.
B-6 Long Distance Service Options
1. The ITS offers several departmental long distance call alternatives as part of the normal services. ITS offers and coordinates these services to the University community. The service catalog provides more details of the services and can be found at the ITS Website.
B-7 Product Support
1. Directory Assistance -- Directory Assistance is provided from 8:00 a.m. through 5:00 p.m., Monday through Friday. After hours emergency calls are referred to Campus Police (311 or 644-1234). Directory assistance observes all holidays observed by the University. Campus Directory Assistance is an on-campus directory service only. Campus Operators do not place long distance calls. Off-campus directory services are available through CenturyLink.
2. Personal Services - Certain telecom services are made available to FSU employees as a benefit of their employment. A complete and up-to-date list is available on our website.
3. Student Services - Certain telecom services are made available to FSU students as a benefit of their enrollment. A complete and up-to-date list is available on our website.
B-8 Telephones, Features and Dialing Instructions
1. Instrumentation - ITS supplies all equipment and instrumentation that is connected to the campus voice network. For complete and current information and products available, please visit ITS Website.
2. Telecommunications for Deaf (TDD) - ITS offers on-site, hands-on training for all TDD purchases.
3. Vanity Numbers - Are available upon request depending on availability (i.e., 644-4FSU). A one-time setup fee applies.
B-9 Voice Mail
1. ITS operates and maintains an integrated voice mail service as the official and authorized voice messaging service. ITS offers and coordinates these services to the University community. The service catalog provides more details of the services and can be found at the ITS Website.
B-10 Wireless Services
1. Campus Wireless Network
  1. ITS is responsible for providing a secure and reliable campus wireless network. Refer to https://policies.vpfa.fsu.edu/policies-and-procedures/technology/wireless-data-communications
2. University Owned Cellular Phones
  1. FSU provides a wide variety of Information Technology resources including Cellular phones to conduct FSU business. Refer to the University owned cellular phone policy 4-OP-H-7 for detailed information on the use of FSU owned telephones. Also, the service catalog provides more details of the services and can be found at the ITS Website.

4-OP-H-4C REPAIRS FOR INSTRUMENTS, LINES, FEATURES, AND SERVICE

C-1 Features and Other Service
- Changes to the configuration of the telephone instrument and line are considered orders rather than repairs because they may impact billing This includes, but is not limited to:
  1. Budget number changes
  2. Class of Service changes
  3. Feature additions
  4. Instrument replacements (outdated or out of warranty)
  5. Voice mail passcode reset
C-2 Instruments
- ITS is responsible for costs associated with the repair or replacement of defective instruments and for malfunction due to normal wear. Instruments which are lost, stolen, or vandalized, or which malfunction due to improper or abusive treatment are the responsibility of the department.
  1. Repairs that are covered under maintenance - Repairs that result from normal usage are covered under the equipment maintenance fee.
  2. Repairs that result in fees
    1. Service calls on non-university instruments will result in a fee charged to the department to cover the cost of the technician's time. Under no circumstances will the technician attempt to repair or replace non-University-installed equipment.
    2. Damage or replacement resulting from theft or malicious vandalism.
    3. Residence Hall repairs - Students should report all failures to their Hall Manager who in turn will contact ITS. Costs will be charged to University Housing.
    4. Due to market availability or affordability, instruments are occasionally discontinued from the equipment maintenance fee program. The most up-to-date information on discontinued equipment can be found at https://its.fsu.edu/service-catalog/communication-collaboration/telephone-services/equipment-pricing/discontinued
  3. Service calls on these instruments will result in a fee to the department, which covers repair or replacement costs.
C-3 Major Outages or Disasters
- ITS offers 644-INFO(4636), 530 AM Information Channel, ITS Website, and Channel 14 on SCV as official emergency points of information. All content is coordinated through the University Communications Office.
C-4 Telecommunications Infrastructure
- Telecommunications malfunctions that occur at any University facility should be reported to the ITS repair line, 644-HELP, Monday - Friday, 8 a.m. - 4:30 p.m. After hours, a message can be left or emergencies can be reported by dialing Campus Police at 311. This includes facilities located at Alligator Point and Turkey Point.
C-5 Wireless Technology
- Information Technology Services has the responsibility of coordination, development, approval and management of wireless technologies on all FSU owned and leased buildings and properties. This would include, but not be limited to, digital and cellular service, Personal Communications Service (PCS), hand held two-way communications, fixed wireless, fixed wireless data applications. Refer to the Wireless communications policy: https://policies.vpfa.fsu.edu/policies-and-procedures/technology/wireless-data-communications

OP-H-4D BILLING

ITS is the Billing Agent or Interface for all telecommunications charges through every vendor. If a department receives a telecommunications bill directly from the vendor, the department must forward the unpaid bill to the attention of the Accounting section in ITS.
D-1 Responsibility for Telecommunication Services Usage and Charges Incurred
- It is the responsibility of each individual department and respective department head to verify that the University Telephone network is being used for University and State business. ITS can provide the tools needed to monitor such activity, but assumes no responsibility for inappropriate use of the SUNCOM network, other long distance department calling cards, or other telecommunication services such as cellular telephone airtime and pager services. See the ITS Service Catalog for details.
D-2 Charges for Telephone Equipment and Telecommunications Service
- The charges for telephone equipment and services are listed on the monthly telecommunications statement detail that supports the monthly departmental ledger entries. All services are subject to administrative fees. These charges are divided into the following categories:
  1. Non-Recurring Charges: These costs are generally incurred when products or services are added or modified. The charges include all labor, parts, and materials.
  2. Recurring Monthly Charges: This represents the monthly charges for all telephone lines and supplemental equipment or services. Basic line charges are not prorated for partial months of service. Long distance charges, incurred under any of the previously described long distance options, will be billed appropriately by ITS when received from the vendor.
D-3 Fraudulent Calls
- If billing for a call that is suspected to have been made through fraudulent means appears on a department's bill, the following steps should be taken:
  1. Make a copy of the bill.
  2. Highlight the calls suspected to be fraudulent.
  3. Send this highlighted copy to the attention of the Accounting section in ITS, along with a contact name and telephone number. ITS will interface with the budget account coordinator and the telecommunications provider.
D-4 Responsibility for Other Expenses Relating to Equipment Installations, Moves and Changes
- It is the responsibility of each individual department to pay all incurred expenses for any additional construction required during installation of services or equipment. This includes, but is not limited to, conduit, electrical moves or additions, plumbing and carpentry.
D-5 Rates
- Please visit the ITS Website for current rates.
D-6 Review and Adjustments
- It is the responsibility of each customer to review their telecommunication statements within 30 days of receipt of the statement. Questions or irregularities should be submitted via the FSU Service Center (https://servicecenter.fsu.edu) and will be routed to the ITS-Accounts Receivable group. ITS-Accounts Receivable personnel will research and respond to questions within two business days after receipt. Adjustments will be based upon proper review. Unless extenuating circumstances apply, refunds will not be issued for incorrect charges more than 120 days old. If it is determined that ITS has undercharged a customer, ITS reserves the right to bill the customer 120 days in arrears unless extenuating circumstances apply. Certain charges to departments are considered “passed through” from vendors. If it is determined that a vendor has charged ITS incorrectly, ITS will seek a refund immediately. If the incorrect vendor charge was passed through to the customer, a refund will be issued immediately to the customer for amounts less than $1000. If the amount is greater than $1000, the customer will be issued a refund when a credit has been received from the vendor. If an adjustment needs to be made to a departmental account, the adjustment will be applied during the next available billing cycle or ITS will complete an FSU expenditure transfer.