CruzNet and eduroam Service Level Agreement 2015/17

1 General Overview

This is a Service Level Agreement (SLA) between the campus community and the Information Technology Services Division (ITS) to document:
  • The CruzNet and eduroam Wireless Services
  • The general levels of response, availability, and maintenance associated with wireless services
  • The responsibilities of ITS as a provider of the wireless services
  • The responsibilities of the clients receiving wireless services
  • Processes for requesting wireless services
  • Deviations from the standard processes documented in the ITS and Campus SLA

This Agreement is valid from July 1, 2015. Review is every two years, or as otherwise needed.

2 Service Description

2.1 Service Scope

CruzNet and eduroam are the wireless service on the UC Santa Cruz campus. CruzNet allows UCSC students, faculty, staff and guests to connect to the Internet. eduroam (education roaming) is a secure international roaming service for participating higher education campuses. eduroam allows UCSC faculty, staff, students, and other affiliated eduroam customers encrypted access to the Internet. 

2.1.1 User Requirements

  • Must have a wireless capable computer that supports IEEE 802.11g/n.
  • A CruzID and Blue password are required for access to the eduroam wireless network.
  • Access to the CruzNet wireless network is open and available to anyone, but requires an acknowledgment that the UC computing policies have been read.
  • eduroam users must be faculty, staff or a student from UCSC, or other participating eduroam member institutions.
2.1.2 Operating Parameters
  • CruzNet is neither encrypted or authenticated. Access to certain applications may be unavailable.
  • eduroam is encrypted and authenticated, and therefore provides more access to applications and/or systems than with CruzNet.
  • Wireless availability is targeted for indoor locations where students, staff and faculty gather on campus.

2.2 Service Level Performance

2.2.1 System Level

  • Support response time will be tracked and reported as part of the ITS and Campus SLA. 

2.3 Assumptions

  • The CruzNet and eduroam services provided by ITS are documented in the ITS service catalog.
  • Changes to services will be communicated and documented to all stakeholders via the service catalog, maintenance calendar and ITS notification process.

3 Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder

Title / Role

Contact Information

Melanie Douglas

ITS Service Manager

melanied@ucsc.edu

Divisional Liaisons

Division

Scotty Brookie

Arts

scotty@ucsc.edu

Peter McMillan

BAS / Chancellor's Office & U. Relations

peterm@ucsc.edu

Andrea Hesse

Humanities

ahesse@ucsc.edu

Stephen Hauskins

Physical and Biological Sciences

hauskins@ucsc.edu

Terry Figel

School of Engineering

terry@ucsc.edu

Dave Klein

Silicon Valley Center

klein@ucsc.edu

Mike Edmonds

Social Sciences

medmonds@ucsc.edu

3.2 ITS Responsibilities

ITS responsibilities and/or requirements in support of this Agreement include:

  • Meet response times associated with the priority assigned to incidents and service requests.
  • Generating quarterly reports on service level performance as described in section 8.1.
  • Notification to Customers for all scheduled maintenance via the Maintenance Calendar, Service Catalog web page and/or a communication to campus via the ITS Communication Specialist.
  • ITS will implement defined processes to deliver these service levels.

3.3 Customer Responsibilities

Customer responsibilities and/or requirements in support of this Agreement include:
  • Adherence to policies, processes and procedures that address the transmission of restricted and sensitive data over the wireless network. Reference: Security Awareness
  • Payment for equipment and/or installation (wiring and/or power) prior to service provision.
  • Review all service related reports distributed by the Service Provider and respond if required.
  • Reasonable availability of customer representative(s) when resolving a service request.
  • Contact the ITS Support Center for changes to this Agreement. 

4 Requesting Service

For the CruzNet and eduroam services, you may use any one of the 6 methods to request service listed in the ITS and Campus SLA.

5 Hours of Coverage, Response Times and Escalation

5.1 Hours of Coverage

CruzNet and eduroam are available 24 hours a day seven days a week.

5.2 Response Times

5.2.1 Incident Response
See the ITS and Campus SLA.

5.2.2 Prioritization
See the ITS and Campus SLA.

5.2.3 Service Request

New wireless access point service requests are handled through the ITS Support Center or Network Operations desks. Once information is verified and complete, the request will be completed between 2-6 weeks. If cabling is required, expect up to 6 weeks for the request to be fulfilled. Two weeks is the minimum service fulfillment time based on vendor supply and shipping. Once the work is estimated for the service request, a completion time will be scheduled with you.

5.3 Escalation

Unfilled or late service requests can be elevated to the Divisional Liaison or Doug Hartline of Core Technologies. They will help to process your request or feedback regarding your service request.


6 Maintenance and Service Changes

The CruzNet and eduroam services abide by the standard maintenance and service change process. See the ITS and Campus SLA for additional detail. Maintenance windows are from 7PM to 7AM.


7 Pricing

7.1 Rates Process

The CruzNet and eduroam services are funded by the Information User Assessment. 

7.2 Changes - New Wireless Coverage

Equipment, wiring and installation costs will be charged to the requesting department. There are no on-going charges for service.

8 Reviewing and Reporting

8.1 System Performance and Availability Reporting

Quarterly CruzNet service performance reports will be published for review.

  • IT Request response time will be tracked and reported separately as part of the ITS and Campus SLA. The report will be posted on the ITS home page. A summary will be provided in the quarterly CruzNet service performance report as well.
  • Monitor and report number of ITS wireless access points installed.

8.2 SLA Reviews

The Designated Review Owner is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Designated Review Owner: Steve Gardner, ITS Infrastructure Services Manager
Previous Review Date: July 2015
Next Review Date: July 2017

This Agreement will be posted to the following location and will be made accessible to everyone:

Document Location: http://its.ucsc.edu/sla/cruznet-sla.html

9 Approvals and Signatures

The Divisional Liaisons and ITS Senior Managers approve this document. This document is then published on the ITS Service Catalog web site along with other service level agreements. Service level information is integrated into the service page in the ITS Service Catalog.