SERVICE LEVEL AGREEMENTS

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Virtual Private Network (VPN) SERVICE Level Agreement

November 2009

Overview

This is a Service Level Agreement (“SLA”) between the campus community and iCIT to document:

Service Description

A Virtual Private Network (VPN), enables “Remote Access” to resources that are not otherwise available through a web browser. Since the campus’ network infrastructure is protected from internet viruses and worm attacks by a firewall, VPN solution is necessary to gain access to specific campus resources, while maintaining the security of the system for both users and the network. UW-Whitewater enables VPN access using the Cisco AnyConnect VPN Software. A valid campus net-id and password are required to gain access.

Accessing most campus enterprise technology services, such as Email, calendar, the UW-W web site, WINS, and other web-based services does not require the use of the VPN. In most cases, the VPN service would be used by individuals who need administrative access to systems, applications, or client software.

For installation and training instructions for installing and using the AnyConnect VPN Software, AnyConnect VPN Software

Roles & Responsibilities

Acquisition & Installation
VPN Client software is available to faculty, staff and students with a valid campus net-id and password. http://vpn.uww.edu.

User Responsibilities: iCIT Responsibilities:

Service Scope

In Scope Services
Out of Scope Services

Acquisition

The VPN client software can be downloaded by faculty and staff with a valid net-id and password: http://vpn.uww.edu. Both the client and instructions for use are available for Windows and Macintosh.

 

Responding to Problems and Incidents

If a user has trouble downloading and installing the VPN client, the user should contact the Helpdesk (472-4357) for support.

Impact Level Explanation Examples Initial Response Time

Impact Level 1

Campus wide problem occurs

No temporary or workable alternatives available

 VPN service is not functioning

During Business Hours: Immediate response

After Hours: Best Effort

Impact Level 2

Limited amount of users or groups are affected

Alternatives are available

Problems with the website linking to the VPN client

During Business Hours: Four hours

After Hours: Best Effort

Impact Level 3

Individuals are affected

 

User has problems installing or using the VPN client software on a computer with a supported OS

Response will be within 2 business days

Hours of Coverage and Escalation Procedures

Acquisition
VPN client software can be downloaded by the user onto campus owned or personally computers. Only campus systems with supported operating systems will be supported by iCIT.
Service Requests

The Helpdesk is the initial contact for all service related requests.
Phone Number: 472-HELP (472-4357) or helpdesk@uww.edu

The hours during academic sessions are
Monday-Thursday: 8 AM - 9 PM
Fridays: 8 AM - 4:30 PM

Check the helpdesk website for summer and extended hours.

Impact Level 2 and 3 service requests will be handled during normal business hours.

If a department/division does not receive a contact within the specified time for their Impact Level, an email should be sent to sla-icit@uww.edu.

Fees and Expenses

No costs will be associated with using Remote Access/VPN.

Appendices