Wireless Access SLA

Approved July 2009

Overview

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

  • Procedures and requirements to gain access to UW-Whitewater Wireless network
  • Network and Internet usage agreements when using the UW-Whitewater wireless
  • Service agreements related to the UW-Whitewater wireless system
  • System requirements for users

Service Description

The UW-Whitewater wireless network is available for staff, faculty, students and guests to access online resources with mobile devices. The intent is to provide network access to mobile devices for which a hard-wired connection (wall jack) is impractical or inconvenient due to the mobile nature of the device. The campus wired infrastructure remains the recommended solution for desktop computers or in situations where mobility is not a requirement. After consultation, ICIT will make the final determination whether a wired or wireless connection is appropriate for a particular application.

Wireless access is available in most university buildings, as well as some outdoor locations. Refer to the map indicating wireless locations: http://www.uww.edu/maps/?wifi. A UW-Whitewater Net-ID or guest account is required to use the wireless network; guest accounts are available for a temporary period of time, and are initiated by making a request to the Helpdesk.

Roles & Responsibilities

Acquisition & Setup

A wireless device that supports WPA-Enterprise encryption, and a valid NetID or guest access account is required to access the UW-Whitewater wireless network. Computers purchased by the university, or personal purchases through the 4U program will meet the wireless requirements.

User Responsibilities:

  • Obtaining a wireless device that can support WPA-Enterprise encryption
  • Setting up a connection to the UW-Whitewater wireless network on personally-owned mobile devices: Wireless Setup Instructions.
  • Requesting guest access for patrons who are visiting the campus and require access
  • Submit a form to request guest access one week in advance
  • Identify the UW-Whitewater faculty or staff sponsor for the guest account
  • Provide contact information for both the guest and the sponsor
  • Following the UW-Whitewater appropriate network use guidelines
  • Ensuring that guests are informed of and abide by network usage guidelines

ICIT Responsibilities:

  • Configuring wireless on university-owned laptops purchased through ICIT.
  • Maintaining wireless setup documentation.
  • Diagnosing and resolving problems with wireless connectivity for university-owned laptops.
  • Limited support from the Helpdesk for user-owned laptops, in the form of hardware requirements, Windows configuration documentation and troubleshooting tips.
  • Setting up temporary guest accounts for wireless by end of next business day following the request, and notifying the guest and sponsor when the account is/will be ready for use.
  • Maintaining the campus wireless infrastructure.

Requesting Service

The wireless network is accessible to anyone with a valid UW-Whitewater Net-ID and password, or a guestID and password. View instructions for configuring wireless and instructions for obtaining guest access.

In Scope Services

  • Setting up wireless for campus machines and ensuring connectivity
  • Assisting customers unable to access the campus wireless on supported systems
  • Maintaining and publishing documentation
  • Granting guest access to the wireless network on a case by case basis

Out of Scope Services

  • Setting up or trouble-shooting wireless on non-mobile devices, PDAs or Smart phones.
  • Troubleshooting problems on unsupported operating systems.
  • Installing wireless hardware or configuring software on user-owned machines
  • Supporting any wireless device not using WPA-Enterprise encryption

Responding to Problems and Incidents

If a user has trouble with the UW-Whitewater wireless network on supported devices, they should first check system status to verify current availability of the system at http://www.uww.edu/ICIT. . If the wireless system is available, the next step is to contact the Helpdesk (472-4357).

Impact LevelDescriptionPickup TargetResponse TargetResolution Target
Critical Many users impacted and unable to work no workaround available. 10 minutes 30 minutes 4 hours
High Many users impacted but able to work, though not as effectively. Workaround is available. Individual with severe impact and no workaround. 30 minutes 1 hour 8 hours
Normal Issue is limited to individual, is minor in nature, or workaround exists. 4 hours 4 hours i week
Service Request Issue is not a problem but a request for service. 1 day 1 day May vary by type of request

Hours of Coverage and Escalation Procedures

Service Requests

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

See Get Help for hours of operation. 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

There are no costs to individuals associated with using the UW-Whitewater wireless network infrastructure. Special needs will be addressed on a case-by-case basis.

Appendices