Collaboration Services (ViTS/VoTS) Maintenance Policy Kathy Hatley/CSO

Collaboration Services Maintenance Policy  Problem Statement » ViTS and VoTS room are not being refreshed as needed to maintain up to date technology. » Many ViTS rooms have been “orphaned” due to project/program closures; contact information is missing from the PSLA database. » Service incidents are not always reported via the Enterprise Service Desk; difficult to track service incidents trends » CSO/NICS being asked to service rooms that were not provided by CSO/NICS, aka. Center provided rooms. 2

Collaboration Services Maintenance Policy  Beginning in January 2014 (tentative), CSO will institute a new Collaboration Services (ViTS/VoTS rooms) Maintenance Policy on Covered Collaboration Services Room equipment »Which Collaboration Service Rooms are Covered ? It is a room that: Has been installed or refreshed after September 2011*. AND Has a valid PSLA that contains the room requirement and funding owner information »Which Collaboration Service Rooms are Not Covered? Rooms installed or refreshed prior to September 2011*. OR Rooms that do not have a valid PSLA that contains the room requirement and funding owner information regardless of when they were installed. Aka “Orphan rooms” 3 * If your room was initially installed under the old ViTS Maintenance Plan, you may still have available coverage regardless of installation date. Please check with your CSR to determine available coverage.

Collaboration Services Maintenance Policy  How will the new policy work? »All estimates for new installations and refreshes will include the full vendor available equipment warranties. »Incidents should continue to be reported via the Enterprise Service Desk (ESD) »Rooms installed under the old “5 Year Maintenance Plan” will continue with full coverage regardless of cost of repair. This plan was no longer offered after September 2011 and was valid for 5 years after the initial installation of the room. Coverage information is provided in the PSLA. Please check with your CSR to determine if your room falls in this category. »CSO/NICS will respond to these incidents and determine the problem for resolution of equipment provided by CSO/NICS. There are some rooms that are “split configuration”, i.e. have equipment purchased by non-CSO/NICS contractor. This non-CSO/NICS equipment should be maintained by the customer and/or their specific contractor. »Policy usage will be monitored monthly and reviewed mid-year against available budget. 4

Collaboration Services Maintenance Policy  How will the new policy work? (con’t) »Rooms covered under the maintenance policy: All funding for equipment/repairs equal to/or under $10,000 will be provided by CSO.  The room may be impaired or out of service until equipment/repairs are completed. All funding for equipment/repairs over $10,000* will be provided by the customer.  CSO will not share funding for repairs over $10,000.  A service request (SR) will be opened to purchase any necessary equipment for repairs and the room will be impaired or out of service until equipment/repairs are completed. »Rooms not covered under the maintenance policy: The customer will be responsible for all costs of equipment/repairs. A SR will be opened to purchase any necessary equipment for repairs and the room will be impaired or out of service until equipment/repairs are completed 5 *Based on previous year’s records for incidents and cost.

6 Collaboration Services Maintenance Policy  Additional details concerning room status and usage can be found in the “ViTS Maintenance Policy” folder found on the CSO Sharepoint site: »Under “Governance/CAB”, then “CSB”, then “Shared Documents”  Contact your CSR/CSDM to provide information for missing data. »If you no longer want room, contact the CSR to decommission and remove equipment or transfer property ownership to the designated customer. »All records need to be updated and current by the end February 2014 to meet PSLA schedule.  Rooms not covered, whether orphaned, out of date, or transferred, will still require yearly certification to use the NASA conferencing bridge. »Contact NTC for certification process  Please provide comments about this policy to by COB October 30,  Policy will need to be approved by the CSO Service Board (CSB). Vote planned for November 6, 2013.