Wireless and Wired Public Internet Access
Last Updated: August 6, 2010 @ 12:10 pm
Next Review Date: 01/01/2013
Service Manager: William C Green
Governance Group: IT Architecture & Infrastructure
Document Status: Published
Key Metrics
- Wireless core availability: 99.9%
- 802.1x wireless authentication systems: 99.9%
- Web redirect wireless (guest.utexas.edu) and wired authentication: 99.75%
- Accounting (access to bandwidth usage and purchases): 99%
- Edge devices (individual wireless access points and switch ports): As available
Overview
This document defines the service level agreement for Wireless and Wired Public Internet Access.
Service description
The Public Network provides authenticated access to the university's networks and the Internet. Default allocation of bandwidth are provided with the option to purchase additional tiers of service.
Intended users
Wireless and Wired Public Internet Access can be used by students, faculty, staff, official visitors, and some affiliated workers.
Supported computing environment
The Wireless Public Network supports 802.11b/g, and possibly 802.11a/n depending on the location, and TCP/IP version 4 (except multicast). Authentication via 802.1x is required for access by Students, Faculty, Staff and Official Visitors (PEAPv0/MSCHAPv2 and TTLS). Authentication by Guests and non-802.1x supported devices requires Web re-direct mechanisms, which require both cookies and pop-ups enabled in the browser for the authentication.pna.utexas.edu domain.
The Wired Public Network currently supports Ethernet 10/100Base-T and TCP/IP version 4 (except multicast). Authentication is required via Web re-direct mechanisms, which require both cookies and pop-ups enabled in the browser for the authentication.pna.utexas.edu domain.
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.
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
Campus-wide scheduled maintenance may occur Sunday mornings from 8 to 11 a.m., during or close to semester inter-sessions (fall, winter, summer). To the maximum extent possible, installation of service, application, and security updates will be performed during scheduled maintenance.
Building-wide maintenance for edge devices may be scheduled with local IT support personnel at any time, and may take place during business hours.
Unscheduled maintenance
Unscheduled campus-wide maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page. When possible these are scheduled outside business hours.
Change notification
ITS will notify customers using the ITS Services Status page of service availability and service delivery issues for Wireless and Wired Public Internet Access.
For specific building-wide Edge Device maintenance, ITS will notify local building IT support personnel if building-wide outages are expected, and rely on them to notify their building occupants. There will be no notification for individual device outages (limited in impact).
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.
Wireless and Wired Public Internet Access subscribers agree to:
- Contact their local IT support staff to report network problems with specific location and time information. If they do not know who their local support staff are, they should contact the ITS Help Desk.
- Adhere to authentication and security policies and not share their access privileges.
- Manage and conserve bandwidth resources.
In addition to the items listed above, departmental IT support staff agrees to:
- Adhere to the Network Operations Manual [TBD]
- Contact ITS Networking to report outages and seek assistance
- Work with ITS Networking to achieve desired Public Network service levels for their buildings
Cost of Service
Cost information for this service can be found on the Wireless and Wired Public Internet Access web site.
