The University of Texas at Austin

Resnet

Last Updated: December 9, 2013 @ 7:57 pm
Next Review Date: 01/01/2015
Service Manager: William C Green
Governance Group: None
Document Status: Published

Key Metrics

  • General network availability: 99.9%

Overview

This document defines the service level agreement for Resnet.

Service description

Resnet (Residence Hall Network) is a network that brings both wired and wireless Internet connectivity to residence halls on campus. Residents may subscribe to differing tiers of service providing high speed connectivity to the campus network and the Internet.

Intended users

Resnet can be used by students living in campus residence halls.

Supported computing environment

For wireless connections, all rooms supports 802.11g, and may support 802.11a/ac/n. A Resnet subscription and authentication via 802.1x is required. TCP/IP version 4 is supported (multicast is not supported).

For wired connections, all rooms support Ethernet 10/100Base-T and TCP/IP version 4. A Resnet subscription and port registration are required.

Technical support

Tier 1 technical support is available during Help Desk hours. Tier 2 during normal business hours. Routine requests are typically addressed within two business days.

Tier 1

End users should start with Tier 1 technical support. Any user can call the ITS Help Desk at 512-475-9400.

Tier 2

The ITS Help Desk may escalate issues to Tier 2.

Maintenance

ITS will notify customers about both scheduled and unscheduled Resnet-wide 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

Scheduled maintenance occurs on 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.

Unscheduled maintenance

Unscheduled Resnet-wide maintenance tasks that require service downtime will be announced as soon as possible on the ITS Services Status page. Brief outages (<15 minutes) may occur outside normal business hours for isolated troubleshooting and upgrades.

Change notification

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

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.

Resnet subscribers agree to:

  • Contact Tier 1 Help Desk to report network problems with specific location and time information.
  • Adhere to Resnet policies and not share services/access privileges.
  • Manage and conserve bandwidth resources.
  • Comply with all local, state, and federal regulations regarding access to and distribution of copyrighted materials.

Cost of Service

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

We Can Help

Get help from an expert at the ITS Help Desk!

* Call us at 512-475-9400

* Submit a help request online

We also have a walk-in service in the first floor lobby of the Flawn Academic Center (FAC). Stop by and let us help you!