Turnaround Times

• Troubles/Minor Voice Mail Issues
  Troubles should take a maximum of 24 hours to resolve. In some instances, the Service Center may be able to provide first call resolution. If the call is escalated to a technician, it should take no longer than 24 hours to resolve.

• Orders (moves, adds, changes, wire pulls requiring a technician)
  Account Management – For orders involving less than 10 telephones, we anticipate a five-day turnaround time. If the order involves more than 10 telephone moves, adds or changes in the same department, these orders are considered a project and require negotiation for the best possible due date to allow coordination of the necessary resources.

• Software Only Changes (moves, adds, changes, wire pulls)
  Software Group – See time frames listed above for Account Management. Special applications such as call centers and automated attendants are treated as projects and require negotiated time frames.

The Division of State Information Technology (DSIT)  handles expedited orders in certain situations, but these are subject to resource availability. Please be advised that expedited orders requiring additional manpower are subject to an additional charge to handle the activity per your request.

Orders received with requested due dates that do not fall within the three-five-day range may qualify as expedited orders depending on resource availability.