UniWide Wireless Service

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1 Service Definition UniWide Wireless Service Version 1.0 Signoff Name Role Signature & Date Mark Fortini Director IT Infrastructure Page 1-12/12/2011

2 Document Control Information Document Change History Version Date Last Revised Author Change Description st th March 2009 Greg Sawyer Initial Draft April 2009 Greg Sawyer Correction and initial release Distribution Version Recipient Date issued Department/faculty/school Page 2-12/12/2011

3 Table of contents Purpose of this Document... 4 Service Description... 5 Standard Service Request Targets... 6 Incident Management Service Levels... 7 UNSW Supporting service providers... 9 Reporting and Charging Service Request Procedure Page 3-12/12/2011

4 Purpose of this Document This document defines the scope, Service Components and Support Services required to deliver this service and includes how this service will be accessed. Together with the Service Level Targets (SLT s) under which the service will be delivered, and the Operations Level Agreements (OLA s) and/or Underpinning Contracts (UC s) associated with each Support Service. This document supports fixed networking only. Reference to the IT an UNSW service catalogue for other networking service types. Page 4-12/12/2011

5 Service Description General Service Details Service Item Details Service Group Descriptive Details Service Name UniWide Wireless Services Service Description What can I do using this service? Capabilities provided by the service What are my problems addressed by use of this service? How will it allow me to do my work better? IT Service Contact(s) Who can be contacted if the business is not satisfied with the service The UniWide Wireless service provides adhoc authenticated secure wireless data connectivity across UNSW Campus sites, designed primarily to service students, learning and teaching spaces and common areas. This service provides coverage to key target areas, not blanket coverage of UNSW. The service also caters for approved non-unsw devices which can support a/b/g/n and WPA or web based authentication. The Data Network service provides up to 54Mbps shared (100Mbps+ Q4 2009) connectivity, connected to a 1Gbps building network and 10Gbps (20Gbps Q3 2009) diverse, redundant core network. The UNSW network connects to the AARNet network providing diverse, redundant 1Gbps connectivity (10Gbps Q2 2009) to the internet. This service provides a high degree of standardisation and automation, providing central management and control by highly qualified support staff. This provides a consistent level of service in technical support, security management and the timely delivery of data network services. For all support and logging of requests contact the Service Desk. For any works requiring financial expenditure or approved delegation, including security changes, complete a request for works and services End User responsibilities State condition of usage and pre-requisites? To Whom is the Service Provided? Compliance with all UNSW and IT policies, procedures and guidelines. All organisations within UNSW and affiliated organizations. Service Targets Is there an Agreed SLA or SLT? (Indicate Yes or No) Is there SLA reporting? (Indicate Yes or No) Yes Yes Page 5-12/12/2011

6 Standard Service Request Targets Guest access Service Request Type 48 hours* Service Target * Based on all information required to complete the request available. Page 6-12/12/2011

7 Incident Management Service Levels Data Network Services General Description General Description Detailed Inclusions and Exclusions How to use this Support Service Data Network Services provide 2 nd and 3 rd level technical support for the associated Service Components. Inclusions Incident Resolution Diagnosis of network related incidents Coordination of external 3 rd party support, Exclusions In the event of 3 rd party support to resolve incidents the service target currently expressed exclude 3 rd party resolution times. However supplier management will resolve to best effort Technical support can only be accessed via the Service Desk. The Service Desk will trigger a 2 nd or 3 rd level support staff member and monitor the progress of the incident. Technical support staff will, during the course of resolving an incident, contact users where necessary to gather information or to resolve the incident. Each new support request must go through the Service Desk, excluding any works requiring financial expenditure or approved delegation, including security changes, which require the completion of a request for works and services. Service Targets Network Availability 95% system availability 24x7 excluding any planned outages for coverage area (Note: Not all of Campus just existing coverage). Support On Site: Week days: 9:00am to 5:00pm EST/DEST Weekends and Public Holidays: None On Call (PRIORITY1 only): Week days: 6:00am to 9:00am EST/DEST and 5:00pm to 11:00pm EST/DEST Weekends and Public Holidays: 6:00am to 11:00pm EST/DEST Standard Support Hours are defined as those hours during which support staff are available to provide support and includes on-call support where appropriate. Page 7-12/12/2011

8 Data Network Services General Description Priority Description Response Time Resolution Time Code The time between logging the incident and start working on a solution. The time in which a solution to an incident must be implemented 1 Priority 1 - A major production outage, performance degradation, or instability causing significant impact to the University community. 2 Priority 2 A building level outage or degradation affecting all users within the building. Within 1 hour from initial logging of the incident or request 9am to 5pm Monday to Friday Within 2 standard support hours from initial logging of the incident or request 9am to 5pm Monday to Friday 80% within 6 standard support hours from initial logging of the incident or request 80% within 1 business day from initial logging of the incident or request 3 Priority 3 -Work group unable to access the network or suffering performance degradation Within 4 standard support hours from initial logging of the incident or request 9am to 5pm Monday to Friday Best effort 4 Priority 4 - Individual incident, request or problem affecting network connectivity. Within 8 standard support hours from initial logging of the incident or request 9am to 5pm Monday to Friday Best effort Page 8-12/12/2011

9 UNSW Supporting service providers The following table provides a view of other IT at UNSW departments that this service requires 1. Facilities Responsible for the delivery of environment including power and air conditioning. 2. Service Desk Incident response level 1 with provision of quality data. Page 9-12/12/2011

10 Reporting and Charging Reports Included I need to discuss reporting requirements for you as part of SLM, SLA and OLA service performance etc. As per Service Desk Reporting Reporting Report Frequency Reports Generated For As per Service Desk Reporting <<Customer stakeholders that receive the different levels of reports>> Charging Charging Model Frequency Service Pricing No charging for any user. Nil No charging for any user. Page 10-12/12/2011

11 Service Request Procedure How is the Service Acquired? What are the service channels through which a customer can acquire the service? There may also be a project-based approach(i.e. bulk acquisition) and this should also be lodged via the Service Desk if the Service Desk is the originator of the provisioning process Technical support can only be accessed via the Service Desk, excluding any works requiring financial expenditure or approved delegation, including security changes, which require the completion of a request for works and services. In summary if any additional ports, switches or security changes are required, submit a RWS. Page 11-12/12/2011

End User Terminal Service

Service Definition End User Terminal Service V1.0 Signoff Name Role Signature & Date Jim Leeper Acting, Delivery Services Manager Page 1 24/04/2012 Document Control Information Document Change History