IT Shared Services Catalog | 12 Support and Administration  Monitoring, alerting and providing incident resolution through the Division of Technology Operations (DTO) Service Desk and technical support staff.  Support is available at two levels:  Next Business Day (8 a.m.–5 p.m., workweek business hours): An Admin staff member will be assigned, and the customer will be contacted no later than the next business day during normal business hours.  24/7 (24 hours a day, seven days a week): Admin provides support on a 24/7 basis.  Cable and wiring projects are not included in the monthly LAN support service and are provided separately. Admin will provide a cost estimate before beginning work. Agencies will be charged the actual cost to complete the project, including labor, materials, vendor costs, etc.  Wireless network performance may vary based on location of the rooms, construction of the rooms, existing infrastructure, etc. Wireless LAN is a shared technology and offers no guarantees for consistent bandwidth or performance.  Agencies must submit service requests to Admin in advance, as described below:  Contact Admin at least 30 days before new service installations or office moves when existing network infrastructure exists.  Contact Admin at least 60 days before new service installations or office moves when existing network infrastructure does not exist. Longer advanced notice may be needed depending on customer requirements, location, vendor, etc.  In order for Admin to support requests submitted outside the advance notice requirements, agency director and Chief Information Officer (CIO) approval may be required, and additional funding may be required to cover overtime, vendor fees and other costs. SERVICE RATES Service Offering Cost LAN Services and Support Contact ARM Agencies should contact their Agency Relationship Management (ARM) representative or the Program Management Office ( for additional information or to acquire these services. ADDITIONAL SERVICE NOTES ADDITIONAL INFORMATION