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Service Level Agreement: Phones

Service Description

The Phone Service provides hardware and software support for University-owned network-attached telephones, local and long-distance voice and video calling, On-line Faxing and Call Center Management.

Service offerings

This is not a comprehensive list. For more details on these service offerings, visit the OIT Service Catalog and the full Phone Service Level Agreement (DOCX).


This service includes the installation, configuration and maintenance of OHIO telephone devices. This includes telephone handsets, voicemail, and local and long-distance calling.

Call Center Management

Call Center Management provides the ability to distribute calls automatically among a specified group of people to manage large call volumes and/or to direct calls to the most appropriate person by allowing callers to respond to automated attendant menu prompts.

On-line FAX

The On-Line FAX service provides the ability to send and receive FAX documents through a Web portal ( and/or email. Outgoing fax capability is already enabled for all eligible customers. Incoming fax capability is available upon request.  For faxing from departmental Com Doc printers, please follow this link for details and pricing.

Phone Call Recording

The Phone Call Recording service provides automated call recording capabilities for quality of service monitoring and research data collection purposes.

Service Hours and Availability

Support for all Phone Service offerings is available Monday through Friday from 8am – 5pm ET (“normal business hours”), exclusive of OHIO holidays, with response and resolution times as described in the OIT Service Desk Operational Level Agreement (OLA).