The Enterprise Infrastructure and Operations (EI&O) Wireless LAN Service provides for the design, installation, maintenance, and support of wireless networks. The service is available at locations connected to a Penn State Campus by fiber optic cable, or by a ENCS provided leased circuits.
The "Penn State Wireless" service provides network access via the following:
- "psuwirelesssetup" providing an open SSID enabling users with Access IDs to configure for 'psu" SSID
- "psu" SSID via 802.1x (no VPN) requires a Penn State Access Account ID and password
- "attwifi" SSID: visitors to the Penn State wireless network may use the "attwifi"
- "eduroam"
“Customer” refers to the Department or College funding the service; “user” refers to faculty, staff, students and guests who use the service.
- Design, installation, maintenance, support of customer Wireless Service
- Meet service response times
- Provide access to reports as requested to include: uptime/availability, number of incidents, response times
- Notification of planned outages at least 24 hrs in advance via ITS-Alerts website/listserv
- Notification of significant unplanned service interruptions/outages via ITS-Alerts website/listserv
- Provide customer email alerts of localized outages
- Maintain a supply of replacement equipment on the UP campus in case of hardware failure
- Provide customer with read-only/view-only access to AirWave management console
- Utilize the DCS Operations Center (OC) for reporting of service issues
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 due to a problem and depending on the priority, 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)
- Usage by AP (max, trend, peak)
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 by 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 DCS Operations Center provides support for incidents related to the University's telecommunications services on a 7x24x365 basis. The staff monitors the University's voice, data, and video networks to ensure that problems are identified and resolved quickly. 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
Wireless Service Issues:
(e.g. no user is able to connect to the wireless service in a given area)
To report problems with the wireless service, contact the Operations Center via:
- web: https://noc.psu.edu
- phone: 814-865-4662
- email: tnsnoc@psu.edu
In the event of a significant outage, please contact the OC via phone.
After hours, the NOC phone lines are transferred to an answering service. If the event occurs outside of NOC hours and can’t wait until the next business day, the answering service will page on-call staff to respond to the outage.
Individual User Wireless Issues:
(e.g. a user is not able to connect to Wireless, but other users are currently using the wireless service)
To report wireless problems related to individual user laptops, mobile devices, or for assistance in configuring wireless settings, contact the EI&O Service Desk at: 814-865-HELP, email: helpdesk@psu.edu. Email and phone support are available 24 hours.
Walk-in assistance is also available Monday - Friday from 8a-5p in 204 Wagner Building (814-863-2494) or 6 Willard Building (814-863-1035).
- Core Hours: Monday – Friday, 8:00am – 5:00pm
- Non-Core Hours: Personnel are on-call and are dispatched by the Operations Center as required. 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, APs)
- Authentication Services
- RF Spectrum
- EI&O/ENCS
- Penn State Wireless Complete Customers
- Authentication Service providers
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