Service Level Agreement: Internet
Connects digital devices on campus to each other and the broader internet through wired and wireless means. Internet service is composed of several service offerings.
The wired network provides hard-wired jacks to connect customers to the OHIO network and the internet. Network connections physically installed prior to 2009 will at least be 100 Mbps. Those installed after 2009 will be 1000 Mbps.
Where an OHIO wired network connection is already present, the ongoing cost of maintaining that connection, including associated infrastructure, is the responsibility of OIT. Turning on (activating) an existing jack is free of charge. The cost for installing new or moving existing wired network services is the responsibility of the customer/building or remodeling project and must be done in accordance with OIT standards.
Network jacks which are not actively used for 180 days will be disabled and reallocated to where there is demand. Notice will be provided to the planning unit 30 days in advance of such a recall. Planning units may request an exception for jacks on the recall list by providing a timeline for when they expect the jack to start being used again.
Network jacks can be reactivated free of charge.
Faculty and staff at locations connected to the OHIO network and students living in residence halls. Only faculty and staff may request service activations and/or moves.
The wireless network provides wireless access to the OHIO network. Wireless coverage will be provided within interior University spaces that are utilized by one or more customers 10% or more of the time a year. Wireless coverage will be provided outdoors within 50 feet of a University building or in exterior spaces where specifically designated. OIT will maintain a map of covered areas published online for public view. Wireless service will be presented as two networks: "OHIO University" and "OHIO University Guest.""
The "OHIO University" network will provide encrypted, WPA2 Enterprise authenticated Wi-Fi access with unrestricted bandwidth to all customers with active OHIO IDs. "OHIO University" wireless is designed to provide the ability to stream near real time, 4K ultra-high definition video with a design specification of 100 Mbps or better.
"OHIO University Guest" wireless will provide isolated, unencrypted, unauthenticated access to just the internet at limited bandwidth for any device with a web browser. The guest wireless is designed to provide bandwidth sufficient to stream high definition video. The current design specification for guest wireless is 6 Mbps upload and download.
Where the OHIO wireless network is already present, the cost of maintaining the wireless network and ensuring coverage meets Service Level standards is the responsibility of OIT. The initial cost of installing wireless network services (including all associated infrastructure) during building construction or remodeling is the responsibility of the customer. Wireless network services will be designed and installed by OIT in accordance with OIT standards.
Wireless infrastructure will be reallocated from spaces which have less than one customer using that infrastructure less than 10% of a year or spaces that are no longer occupied by OHIO.
"OHIO University" wireless is available to anyone with an active OHIO ID.
"OHIO University Guest" wireless is available to the general public at locations connected to the OHIO network.
Systems that support 802.11 a/g/n WiFi standard and WPA2 Enterprise (for "OHIO University") or web portal authentication (for "OHIO University Guest").
Connectivity to the OHIO network (Inter-campus WAN)
To access many services provided by OIT including telephone, wireless and wired internet, a site must be connected to the OHIO network. The Inter-campus WAN service offering connects remote sites not on the Athens Campus to the OHIO network so customers at those sites may take full advantage of services delivered over the network.
Customers are responsible for all one time and recurring costs associated with connecting to the OHIO network where their location is not connected via tunnel or other cable path. All costs will be billed as full cost recovery.
Not applicable, service is 100% cost recovery.
Managers of Ohio University sites can establish and modify their sites' level of service.
Remote Network Access (VPN)
Remote Network Access (VPN) provides access to the Ohio Network for users who are at sites that are not connected to the OHIO network. This will allow users to access University resources that are not accessible from off-campus due to security restrictions, contractual restrictions, and/or resource usage policy.
Remote Network Access is a common good service and has no fee.
Remote Network Access is accessible without limitation. Because there is minimal incremental cost, no sophisticated resource management strategy is required.
Faculty and staff.
Network security (Firewalls, access control etc.)
OIT segregates the network into "zones" designed for common network use cases such as general computing and research. Access to these zones will be limited based on the use case to avoid undue risk of inappropriate access or use. Compromised devices and/or user accounts that may pose a risk to other network users will be isolated from the network.
General purpose network security zones used by many customers are common good and have no fee. Specialty zones for a given project or for sensitive applications like HIPPA and PCI will be billed as cost recovery to the respective customer requesting the service.
Common good zones will be accessible to customers without limitation. Because there is minimal incremental cost, no sophisticated resource management strategy is required. Specialty zones are subject to full cost recovery.
Anyone connected to the OHIO network will be placed into appropriate security zones. Faculty and Staff may request the implementation of Specialty zones.
Domain name management (DNS)
The ohio.edu, ohiou.edu (deprecated), and all subdomains (example.ohio.edu) are provisioned and managed by OIT in accordance with information security standards.
Management of ohio.edu, ohiou.edu, and all subdomains is common good and has no fee. Specialty domains will be billed as cost recovery.
Because ohio.edu and ohiou.edu domain name management has minimal incremental cost, no sophisticated resource management strategy is required.
Anyone connecting to the OHIO network will be assigned dynamic DNS names automatically. Faculty and Staff may request specialty names and/or subdomains.
IP address management
All IP address space, including provisioning of dynamic IP and reserved (formerly static) addresses on the OHIO network, will be managed by OIT. The service will automatically provide dynamic IP addresses to devices connected to the network. Reserved (formerly static) addresses can be provided when a use case requires a reserved address in alignment with our network management standard.
Management of OHIOs IP space is common good and has no fee.
IP address management is accessible without limitation. Because there is minimal incremental cost, no sophisticated resource management strategy is required. An IP address which has not been actively used for 180 days will be recovered and reallocated without notice.
OIT reserves the right to assign new IP addresses and require device administrators to change IP address configuration with 30 days advance notice.
Anyone connected to the OHIO network will be assigned dynamic IP addresses automatically. Faculty and staff may request reserved IP addresses.
Through the OHIO network, OIT provides access to the internet. No limitation on the speed of customer's access to the internet or the amount of data a customer can use will be applied beyond the practical speed of the connection of the device to the OHIO network and/or services used. The University internet connection will be of a sufficient bandwidth to be practically uncongested. In any given 100 days, the internet connection will not be operating at maximum capacity (congested) for more than a total of 15 minutes.
This service offering is entirely common good and no charges apply.
Because the incremental cost of providing this service offering is minimal, no resource management practice is required. Access is included in common good and is unlimited.
Anyone connected to the OHIO network.
Service hours and availability
The Internet and Networking Service and its underlying offerings are available 24 hours a day, 365 days a year. The comprehensive uptime will be 99.5% and is inclusive of both planned and unplanned customer facing service interruption and or degradation. Service interruptions impacting less than 1% of customers (FY18 figure is 250 customers at once) will not be accounted for in the uptime figure. Not more than 20 hours of unplanned downtime will occur during a FY and not in any continuous span of time longer than 5 hours. Events such as power outages that are outside of the responsibility of OIT will not be counted toward uptime but will be recorded and reported.
Response and resolution commitments
Response time and support for individual devices with connectivity issues resulting from a problem with the device itself are governed and outlined in the "Device Support" SLA.
Users will receive an email notification immediately after submission of an Incident or Service Request indicating receipt of that request.
|Priority Code||Priority||Response Time||Resolution Time|
|1||Critical||30 Minutes||4 Hours|
|2||High||4 Hours||1 Business Day**|
|3||Medium||1 Business Day||3 Business Days|
|4||Low||3 Business Days||7 Business Days|
|5||Planning||3 Business Days||As Planned|
*Regional campus response and resolution times may be longer if a technician needs to be dispatched from a different campus.
**Business Days are Monday through Friday from 8:00 am to 5:00 pm, excluding University holidays.
All maintenance downtime will be scheduled per the OIT Change Management process during an appropriate change window. Please refer to the Maintenance Windows page for additional details.
This section outlines how we will measure and report each commitment made in this SLA.
Overall service availability/uptime
Within 3 business days after each SLA impacting event is resolved, the service owner will publish a short, IT Leadership Team approved report on the OIT Status Page detailing the duration of the event, the reason for the event, the resolution of the event, and the volume of customers impacted by the event. The total amount of downtime will be subtracted from the FY uptime to date and published on the OIT site.
Quarterly or more frequent analysis will be conducted showing how each performance metric is succeeding or otherwise. An abbreviated result will be published to the OIT website showing progress over time with IT Leadership Team approval.