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Do you surf the Internet without using a firewall program? There are alot of programs you can use, for example, ZoneAlarm is free for personal use. These programs must be trained with what may or may not access your computer (programs, websites, etc.) but can be extremely helpful in the fight against malware and viruses.

ResNet Service Level Agreement (SLA)

Created: July 15, 2006 by Lisa Moore
Updated: July 2009 by Lisa Moore

Due to University cutbacks, ResNet's student staff has been cut by two-thirds down from 18 to 6.  This will affect our services offered because our entire staff consists of the ResNet Coordinator (Full-time EKU staff) and the student employees.  We would like to thank you for your understand during these financially critical times.

Overview | Contact Information | Customer Support Statement | Levels of Support | Areas of Support | Setting Priority Levels for Requests |
Problem Escalation | Client Responsibilities | Client Expectations of the ResNet Support Center | Feedback | Procedure for Unsatisfactory Services |
Excusable Delays | Planned Maintenance/Outages/Upgrades | Notice | Core Services | Requesting Assistance/Support

Overview

This service level agreement (SLA) describes the core services provided by Residential Networking (ResNet) at Eastern Kentucky University (EKU) under contract with our clients (i.e., customers), primarily residential EKU student but includes others in the EKU community as a result of changes in IT that have changed our duties and responsibilities.  It details both ResNet's and client's responsibilities and specifies the services and minimum service levels to be provided by ResNet.

ResNet will provide the technology services at no cost to the EKU community.  This document spells out what we will provide and to whom.  Systems that do not meet our minimum requirements or services out of our realm of what we provide are not supported by us. 

EKU community is comprised of students, faculty and staff.  Please note:

• ResNet is primarily a support desk for residential students using the ResNet connections in university housing
• We are also responsible for the Combs 230 STLs and the residence hall clusters
• We serve all others in a very limited capacity, depending on what is documented in this document

NOTE: This service level agreement is subject to modification without notice in response to changes in technology services and support needs.  This document supersedes all other SLA documents.

Contact Information

Phone: 859.622.3050
Email: resnet@eku.edu
Office Location: 230 Combs Classroom Building

URLS: http://support.resnet.eku.edu
            http://www.resnet.eku.edu
            http://smartcomputing.eku.edu

Hours of Operation: Beginning the first day of classes in August 2009: Monday-Thursday 11 a.m. - 6:30 p.m. and Fridays 11 a.m. - 4:30 p.m.
We are closed for all university holidays, weekends, and during any inclement weather schedules.

Customer Support Statement

These are the ideals that guide our work...

Vision Statement

ResNet will lead the way for student computing and information technologies at Eastern Kentucky University while enhancing their educational experience and promoting student-centered learning.

ResNet Mission Statement

The mission of ResNet is to empower students to use computing and information technologies to enhance their educational experience and promote learning by:

1. Connecting supported student devices to the residential network
2. Empowering students to utilize technology services provided by EKU through training and information sharing
3. Provide fast, knowledgeable and friendly customer service and support
4. Assisting students in becoming smart technology users

Core Values

1. Respect Our People.  We empower our people to make decisions that improve their work, benefit our customers, department and University.  We provide a great work environment filled with open communication and treat each other with respect and dignity.
2. Unparalleled Customer Service Excellence.  Every customer deserves to be "WOWED" with each contact wit us.  Great isn't good enough.  We are here to please our customers because without them nothing else matters.
3. Nothing is Impossible.  We stress creativity, imagination, and freedom in everything we do.  It doesn't matter where ideas come from, what matters is which is the right one.
4. Continuous Improvement.  Quality is everyone's responsibility.  We define quality by accuracy and timeliness.
5. Open and Timely Knowledge.  We believe that knowledge is power.  We encourage its sharing internally and externally, through training, service and support.
6. Social and Ethical Responsibility and Stewardship.  Fairness and confidentiality to each other, customers, and anyone else we come into contact with.  Contribute positively to our community and our environment.
7. Have Fun.  Our staff and customers should feel a sense of fun when they are in our offices.  We maintain seriousness while having fun.  We encourage a bit of weirdness.
8. Growth and Change.  We expect our people to continually grow and change.  Part of this means working together to find answers, sharing our mistakes and successes and recognizing that no one has all the answers.
9. Communicate, Communicate, Communicate.  We value the importance of open, transparent communication with each other, our customers, and University partners.  Communication includes information, ideas, decisions, and feedback.

Strategic Direction (Goals)

1. To continually assess and improve our support services through lean thinking. (Core Value 4)
2. To promote learning and knowledge sharing of/between our people and customers. (Core Values 3, 5, 8 and 9)
3. To develop and enhance the responsibility and stewardship of our people and campus.  (Core Value 6)
4. To attract employees that will embrace our core values, motivate and encourage their high performance, to not take ourselves too seriously, and to celebrate our achievements and failures.  (Core Values 1 and 7)
5. To stick to the highest standard of customer service without compromise or excuses.  (Core Value 2)

Levels of Support

Areas of Support

NOT supported by ResNet:

• Hardware (other than what is required to access the EKU network on student-owned computers)
• Software (unless it is required to access the EKU network or used in the STLs and clusters-limited)
• Off-campus students, faulty and staff, unless otherwise noted above

Residential student owned computers

Must meet our minimum requirements!

Systems Supported

A. Computers privately owned by EKU students
B. Hardware
     1. Computer equipment that meets our minimum requirements
C. Software
     1. One of these Operating Systems: Windows XP SP3; Windows Vista SP1; or Macintosh OS X 10.5 Leopard
         NOTE: We will support Windows 7 and Snow Leopard upon their release
     2. Required to connect to ResNet: Cisco Clean Access Agent (CCA); EKU's version of Symantec; and all operating system updates.
     3. Browsers: Internet Explorer 7 or 8; Firefox; Opera; Safari; Chrome
     4. Suggested Software (partially supported):
          1. Spyware/Malware Removers: CCleaner, SUPERAntispyware, Malwarebytes Anti-Malware
          2. Microsoft Office 2007 or Open Office
          3. Email Clients: Outlook, Thunderbird, OS X 10.5 Mail
     5. Best Effort Supported.  This means if there is a tech available who has the knowledge to assist clients; the client is requesting "basic"
         assistance; we do not do homework.
          1.  Adobe CS
          2.  Adobe Acrobat/Reader
          3. Other software packages on the STL and cluster machines
     6. Not supported
          1. Any beta software
          2. Unsupported operating systems: Windows 3x, 95, 98, Me, NT, 2000, OS/2, Linux
          3. Server software
     7. Software Licenses
          1. All software used by ResNet is the licensing responsibility of the student
          2. EKU nor ResNet assumes responsibility or maintenance of supported software
D. Networking
     1. Connection of a residential EKU student to the residential network (ResNet)--Ethernet and wireless
     2. Connection of residential EKU student game console to ResNet Ethernet
     3. Connection of other student-owned devices to the ResNet Ethernet (TiVo, etc.)
     4. Connection of non-residential EKU students to campus wireless
     5. Student-owned computers must have either or both:
          1. Ethernet port
          2. Wireless NIC that meets our requirements
     6. Students must also provide their own Ethernet cable (CAT 5)
     7. Students may not use unauthorized network hardware (hub, router, wireless router) on the residential network (ResNet)
     8. Residential students in residence halls (except Brockton) have two ports in their room
     9. Brockton EKU students may request two live ports in the event there are two EKU students currently living in the residence

Setting Priority Levels for Requests

ResNet's goal is to respond to all new requests quickly and close them on initial contact.  Sometimes this is possible but sometimes it is not.  The following describes the priority levels assigned to requests and our escalation process.

NOTE: Due to University cutbacks, ResNet's student staff has been cut by two-thirds down from 18 to 6.  This will affect our services offer because our entire staff consists of the ResNet Coordinator (Full-time EKU staff) and the student employees.  We would like to thank you for your understand during these financially critical times.

*Working days including Monday-Friday only and no University holidays or closings for other reasons such as inclement weather

The "Target Response" time refers to the amount of time to complete a request once it is issued to our office.  These times are not absolute and may be shorter or longer.  This is met 90% of the time but can be exceeded because of communication problems between clients and the support center or extremely high call volume.

Problem Escalation

Our techs will make every possible effort to resolve single-user issues at the time originally reported.  Should the issue need to be escalated (i.e., networking or servers) we will do so in a quick and appropriate manner.  Alternate means or work-around solutions may be suggested.

Client Responsibilities

In order to facilitate the support process, clients are expected to:

Before request:

• See if a reboot of the machine resolves the problem
• See if logging in and out of Cisco Clean Access resolves the problem
• Make sure all power cords, network, and peripheral cords are plugged in properly and tightly
• Make sure all components are turned on
• Record the exact text of any error messages received 

At the point of request:

• Provide detailed information regarding service request (i.e., problems you are experiencing, when they first began, error messages, etc.)
• Provide detailed contact information when requesting service that includes but is not limited to: your full name, EKU ID#, address, phone number, and e-mail address--this is a help desk and we require basic contact information
• Make effort to be available to communicate with our support staff when required.  For example, if you provide us with your cell phone number but have not setup your voicemail, your wait time for a fix could be prolonged if we need to reach you but can't
• Exercise patience by understanding the volume of requests the ResNet Support Center receives each day and the rationale for assessing service priorities
• Check with the support center periodically regarding your support request until it is closed (this doesn't mean the next day--check the "Priority" of your request in the table above and call within that timeframe
• Assume full responsibility for the management and protection of unique login credentials and your computer's security when applicable
• Check campus-wide IT announcements via your EKU student email account.  Planned maintenance/outages/upgrades and phishing alerts are reported through email and on our support site.

Client Expectations of the ResNet Support Center

• Courteous and professional service
• ResNet techs will make no assumptions about a clients' technical expertise
• If a tech does not know a solution, the issue will be escalated promptly and appropriately
• If we can not give support for an issue we will refer clients to external resources---these are NOT endorsements of those resources, just a start.

Feedback

The ResNet Support Center will be proactive in seeking feedback through follow-up and periodic surveys.

Clients are always encourage to provide feedback regarding our support center services anytime by sending an email to: resnet@eku.edu

Procedure for Unsatisfactory Service

When services fall below the thresholds identified within this SLA, we will work to resolve service problems and report progress to clients.  In the event that service does not improve, the ResNet Coordinator will convene the staff to discuss and resolve the problem that resulted in diminished service to our customers.

Users may contact the ResNet Coordinator with all comments and questions regarding our services:

Lisa Moore    lisa.moore@eku.edu  859-622-3050

The ResNet Support Center thanks you for the opportunity to be of service.

Excusable Delays

ResNet agrees to perform all services in good faith, but Eastern Kentucky University nor any of its employees, officers, or agents shall be liable for delays or acts of God, fire, flood, war, embargoes, labor disputes, acts of sabotage, riots, delays of carriers, shortage of labor, materials or any other cause beyond EKU's reasonable control.  By accepting technical support from Residential Networking (ResNet) staff, you expressly waive all claims against ResNet and its agents for any damages to your computer system or data that are incidental to the technical support rendered by ResNet.  You understand that the technical support received may void manufacturer warranties and that the ResNet office offers no verbal or written warranty, either expressed or implied, regarding the success of this technical support.  I understand that I have the right not to accept support from the ResNet staff and to seek technical assistance elsewhere.

Planned Maintenance/Outages/Upgrades

In order to ensure reliability and performance expectations, IT will periodically perform maintenance and upgrades on equipment, which support these services.  Unless reported otherwise, all ResNet and IT services will be available on a 24/7/356 basis.

Notice

All computer must be picked up with 72 hours (3 business days) after student is contacted on the completion.  Equipment left here for 30 or more days will be considered abandoned and will be assessed a storage fee.  Equipment left here for more than 60 days will be donated to charity. 

NOTE: This SLA incorporates and supersedes any other EKU ResNet SLAs.

Core Services

1. ResNet Connections (Ethernet/Wireless)
2. Electronics Recycling
3. Wireless Connections (other than residential)
4. Security Issues
5. E-key Access
6. Blackboard
7. ResNet Notifications
8. Residence Hall Computer Clusters
9. Combs 230 Student Technology Lab
10. Data Recovery
11. W: Drive Connection/Use
12. Computer Training

Requesting Assistance/Support