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Wireless Service Level Agreement 2019/2021

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  1. General Overview
  2. Service Description
  3. Roles and Responsibilities
  4. Requesting Service
  5. Hours of Coverage, Response Times and Complaint Resolution
  6. Maintenance and Service Changes
  7. Pricing
  8. Review and Reporting
  9. Approvals

1 General Overview

This is a Service Level Agreement (SLA) between the campus community and the Information Technology Services Division (ITS) to document:
  • Eduroam Wireless Service
  • UCSC-Guest "Guest" Wireless Service
  • 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, 2019. Review is every two years, or as otherwise needed.

2 Service Description

2.1 Service Overview

UCSC-Guest is UCSC’s guest network. Access is not authenticated and sessions are not encrypted. Services are sufficient for use by visitors. UCSC-Guest is also an onboarding network that permits students, faculty and staff to configure their computers for our enterprise network.

Eduroam is the enterprise network encrypted wireless service intended for students, faculty and staff. It provides faster access and encrypted radio communications. Eduroam credentials are honored at most higher education institutions through a reciprocal arrangement.

2.1.1 User Requirements

  • Client must furnish compatible equipment.
  • UC Minimum Security Standard
  • A CruzID and Gold password are required for access to the eduroam wireless network.
  • Access to the UCSC-Guest 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
  • UCSC wireless follows the IEEE and WiFi standards.
  • The campus is engaged in a multiyear program to provide coverage in all campus buildings. 
  • Backward compatibility for devices manufactured more than six years ago is not assured. UCSC implements new features as they are made available by the standards bodies that may disadvantage older equipment.
  • Network performance for dual-band devices that use channels in the 5 GHz band will exceed single-band devices that operate only in the legacy 2.4 GHz band.
  • Campus WiFi is primarily for network access devices with browsers. Support for other devices is limited; these devices generally are not encrypted.

2.2 Support Level Performance

  • Support response time will be tracked and reported as part of the ITS and Campus SLA. 
  • Eduroam and UCSC-Guest 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 are the service owners that represent the interests of wireless clients.

Stakeholder

Title / Role

Contact Information

TBD

 

Divisional Liaisons

 

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.

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 sensitive and protected data over the wireless network. Reference: IT Policies
  • Order and pay for services for installations outside the scope of regular business projects. 
  • 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.

4 Requesting Service

Wireless services are requested through the work order process (Section 4.5) of the campus SLA http://its.ucsc.edu/sla/campus-its-sla.html. Alternately per section 4.6 you can request assistance from your Divisional Liaison.

5 Hours of Coverage, Response Times and Escalation

5.1 Hours of Coverage

Eduroam and UCSC-Guest 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 Core Technologies unit by submitting an online ticket at SlugHub. 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 escalated to your Divisional Liaison or Shiven Singh, ITS Network Manager. They will help to process your request or feedback regarding your service request.

6 Maintenance and Service Changes

The Eduroam and UCSC-Guest 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 Eduroam and UCSC-Guest 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 UCSC-Guest service performance reports will be published for review.

  • SlugHub 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 UCSC-Guest service performance report as well.
  • Monitor and report number of ITS wireless access points installed.

8.2 SLA Reviews

The ITS Service Manager 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 ITS Service Manager will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

Next Review Date: July 2021

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.