Service SLA - Wired LAN

The Enterprise Infrastructure and Operations (EI&O) Wired LAN Service provides for the design, installation, maintenance, and support of LAN networking equipment. This service is available to Penn State departments, colleges and administrative units for support of customers within a building, campus, or remote small office environments. See Enterprise Network Service catalog entry for available features.

While EI&O is responsible for everything from infrastructure planning to troubleshooting, the department's Local Network Administrator (LNA) can maintain control of moves, adds and changes (MACs) of ports in the telecommunications closet for quick turnaround and flexibility in active port coverage.

• Customer - the Department or College funding the service
• User - faculty, staff, students and guests who use the service

• Design, installation, maintenance, support of customer LAN
• Provide access to reports such as: uptime/availability, number of incidents, response times
• Notify customer of planned outages at least 3 business days in advance
• Notification of significant unplanned service interruptions/outages via ITS-Alerts website/listserv
• Maintain a supply of replacement equipment in the event of a hardware failure
• Life-cycle replacement of equipment

• Utilize the Operations Center for reporting of service issues
• Fees associated with installing or relocating wiring for customer requested moves
• Designate a 24 x 7 point of contact for reporting and coordinating planned or emergency maintenance
• Ensure that all local area network users are knowledgeable about the respective Penn State policies
• Management of assigned client IP address space

Maintenance is defined as the upgrade or replacement of hardware and\or software. The available maintenance window is weekdays from 5AM – 7AM. Exceptions to this window can be made if coordinated with and approved by the customer.

All changes implemented by ENCS will be communicated to the customer so that they are aware of production changes. If replacement of equipment is required to resolve a service impacting problem, the equipment may be replaced outside of the maintenance window hours.

 

• Access to performance/availability reports will be provided to include:
  
  • Incidents: Total incidents, response/resolution time, resolution, incident cause
  • Outage metrics - up-time/availability
  • LAN utilization (per port)
  • Equipment specific statistics where available (e.g. CPU, memory)
• Monitoring:
  
  • ENCS will actively monitor the LAN infrastructure for events affecting the service. Monitoring includes, and is not limited to: up\down status, interface errors, interface utilization, CPU and memory utilization.

 

A Service Request is defined as a request for information about or a change to the existing service. A problem with the service should be submitted via Incident management (see below). For requests to add, change or terminate this service, contact ENCS at (814) 865-1696 or submit a request through the Service Inquiry form.

Any changes required to expand or maintain the viability of the service will be discussed with the customer if the service as described will change due to the modifications.

 

• The Operations Center provides support for incidents related to the University's telecommunications services on a 7x24x365 basis. Incident numbers are assigned for all reported troubles. The person reporting the trouble will receive an email acknowledgement when the incident is opened, as well as when it has been resolved.
  
  Operations Center staff will review the ticket, attempt to confirm the reported incident, and assess escalation for ENCS staff. Direct collaboration between ENCS staff and the customer will occur exclusive of Operations Center notifications as required.
   

• LAN Service Issues: (e.g. no user is able to connect to the network)
  To report incidents with the LAN service, contact the Operations Center via:
  • Web: https://service.psu.edu
  • Phone: 814-865-4662
  • Email: noc@psu.edu
   

• Individual User Issues: (e.g. a user can not print, PC will not boot, etc.)
  For problems related to individual users or for assistance in configuring applications, users will contact their unit's service desk/help desk or LNA for assistance.

 

 

• Core Hours: Monday – Friday, 8:00am – 5:00pm
• Non-Core Hours: Personnel are on-call and are dispatched by the Operations Center as required. Non-Core hour resolution times may vary due to being able to resolve an incident remotely or if a dispatch is required
• Response Time: the time elapsed from when the incident is received and staff become actively involved in trying to correct the incident
• Resolution Time: the time from when staff become actively involved in trying to correct an incident until it is resolved. If staff are actively working on resolving a critical issue, staff will continue working on the issue past core hours until service is restored unless restricted by vendor support or resource availability.  Resolution time does not take into account travel time if dispatch to a non-University Park location is required.

• Response Times:

 

 

 

 

 

 

 

 

• Resolution Times:

 

 

 

 

 

 

 

 

 

At any time, problems can be escalated by requesting the Operations Center escalate the incident (email: noc@psu.edu, office phone: 814-865-4662) or by contacting the Enterprise Network Service Manager.

 

• Power
• Backbone/Network Connection
• Hardware (switches, firewalls, etc.)
• Authentication Services (if applicable)

 

• EI&O/ENCS
• Authentication Service providers
• LAN Service Customers

In the event that the service is no longer relevant, the customer may terminate the service by contacting ENCS at (814) 865-1696 or by submitting a request through the Service Inquiry Form