The EI&O UEN Connection Service provides for the design, installation, maintenance, and support of UEN 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.
• Customer - the Department or College funding the service
• User - faculty, staff, students and guests who use the service
• Design, installation, maintenance, support of customer UEN Connection
• 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
• Utilize the Operations Center for reporting of service issues
• Designate a 24 x 7 point of contact for reporting and coordinating planned or emergency maintenance
• Management of assigned 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
- UEN Connection utilization (per port)
Monitoring:
- ENCS will actively monitor the UEN 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.
UEN Service Issues: (e.g. no user is able to connect to the network)
To report problems with the UEN Connection service, contact the Operations Center via:
o Web: https://service.psu.edu
o Phone: 814-865-4662
o Email: noc@psu.edu
- 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
- Hardware (switches, firewalls, etc.)
- IPAM (for "Backbone" type UEN Connections)
• EI&O/Enterprise Networking and Communication Services
• UEN Connection 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