The University of Texas at Austin

Departmental Networks

Last Updated: March 18, 2014 @ 7:23 pm
Next Review Date: 01/01/2015
Service Manager: William C Green
Governance Group: IT Architecture & Infrastructure
Document Status: Published

Key Metrics

  • Campus Network Backbone Availability: 99.98%
  • Commodity Internet Availibility: 99.95%
  • Commodity Internet Busy Hour (95th percentile) Consumption: Equal to or less than purchased bandwidth
  • DNS Caching Resolver Availability: 99.98%
  • DNS Authoritative Records Availability: 99.98%
  • DHCP Services (Dynamic Host Configuration Protocol) Availability: 99.95%
  • POP Availability for on-campus buildings following network architectural specifications: 99.9%
  • POP Availability for off-campus buildings utilizing external services to connect to campus and those not following specifications: Best effort
  • POP Availability for temporary installations: Best effort

Overview

This document defines the service level agreement for Networks for Departments.

Service description

ITS assists departments, colleges, and university organizations with designing, installing, maintaining, and managing reliable, secure, high-volume, standards-based wireless and wired networks. During major and minor building renovations and new construction projects, ITS also regularly consults with departments to ensure that networks are robust, reliable, efficient, and adhere to standards and recommendations.

Intended users

Networks for Departments can be used by UT departments, colleges, and university organizations.

Supported computing environment

The Campus Network presently supports IEEE Ethernet (mostly 10/100/1000Base-T/10GBase-T, ask about other standards) and TCP/IP version 4.

Technical support

Tier 1 technical support is available during help desk hours. Tier 2 during normal business hours. Routine requests are typically addressed within one business day.

Tier 1

End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400. Users with a departmental Technical Support Contact (TSC) should contact that individual.

Tier 2

Departmental support staff and the ITS Help Desk may escalate issues to Tier 2. The ITS Help Desk and operators may escalate building-wide outages after hours to on-call Tier 2 support personnel.

Maintenance

ITS will notify customers about both scheduled and unscheduled maintenance using the ITS Services Status page of service availability and service delivery issues. Services may not be available during the maintenance periods.

Scheduled maintenance

Regularly scheduled campus-wide maintenance occurs Sunday mornings from 8 to 11 a.m., during or close to semester inter-sessions (fall, winter, summer). This campus-wide maintenance is scheduled and announced five months in advance. To the maximum extent possible, installation of service, application, and security updates will be performed these times. Additional non-campus-wide maintenance is scheduled with departmental representatives.

Unscheduled maintenance

Unscheduled maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page.

Change notification

ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for Networks for Departments.

For specific building point-of-presence (POP) maintenance, ITS will notify local building IT support personnel and rely on them to notify their building occupants.

User responsibilities

Subscribers (users) of the service and identified owners/administrators agree to be aware of and adhere to the university's Acceptable Use Policy.

Networks for Departments subscribers agree to:

  • Contact their local IT support staff to report network problems. If they do not know who their local support staff are, they should contact the ITS Help Desk.

In addition to the items listed above, departmental IT support staff agrees to:

  • Adhere to the Network Operations Manual 47
  • Contact ITS Networking to report outages and seek assistance.

Cost of Service

Cost information for this service can be found on the Networks for Departments web site.

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