This is a Service Level Agreement (“SLA”) between the campus community and ICIT to document:
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-Whitewater 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
Acquisition & Installation
VPN Client software is available to faculty, staff and students with a valid campus net-id and password. http://vpn.uww.edu.
In Scope Services
Out of Scope Services
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.
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
After Hours: Best effort
|Impact Level 2||Limited amount of users or groups are affected||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 two business days|
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.
The Helpdesk is the initial contact for all service related requests.
Phone Number: 472-HELP (472-4357) or email@example.com
The hours during academic sessions are:
Monday-Thursday: 8 AM - 9 PM
Fridays: 8 AM - 4:30 PM
Check Get Help 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.
No costs will be associated with using Remote Access/VPN.
Service level agreements (SLA's) allow Information, Communication and Information Technology to offer colleges, departments and university organizations IT services on an enterprise level.