ITS works with department TSCs (Technical Support Contacts) to design, build, and operate a reliable, secure, scalable, and standards-based network infrastructure to connect users and devices to the campus network and Internet.
Campus network standards and SLAs (service level agreements) are reviewed and approved by campus IT Governance and documented in the Network Operations Manual.
All users must abide by the university's Acceptable Use Policy.
Department TSCs (Technical Support Coordinator) looking to install, upgrade, or expand the Ethernet or Wi-Fi network in a building must contact ITS. ITS will work with the TSC to develop a plan that meets with the department's needs and complies with all rules and policies.
- Design of wired and wireless networks in public spaces and private offices/labs
- Procurement of network equipment and corresponding maintenance contracts
- Installation of wired and wireless networks
- FCAPS management of all network equipment
ITS labor for consulting, design, installation, and management of recommended network designs and equipment is provided by ITS as a Common Good, at no additional cost.
Equipment purchases, vendor maintenance and support contracts, non-standard implementations, patching/moves adds and changes, and any applicable construction costs are funded by the requesting department.
Technical support is available Monday - Friday, from 8:00am to 5:00pm (excluding university holidays).
Routine requests to the ITS Service Desk receive a response within 4 hours, and are typically resolved within 1-2 business days. TSCs and Service Desk staff may escalate requests as needed.
Department POP (point-of-presence) devices have an availability SLA of 99.9%. After hours response is automatically escalated.
Individual switches and access points do not have a set SLA and are handled on an as-available basis during university business hours.
For additional SLA information, please refer to section 6.2 of the Network Operations Manual.
Maintenance and Incident Communications
ITS will follow established maintenance and change management processes for this service.
ITS will follow established incident communications processes for unplanned outages for this service.