HallNet
Service Level Agreement
This service is mandatory self financing.
Customer
Students in halls of residence.
Core
The Hall Network Service HallNet provides students with access to the University Network from their hall of residence study-bedroom.
IT Services will provide:-
Online Installation instructions.
Online user guide.
A network cable.
Software.
A support structure.
The service will enable students to do the following:-
Electronic mail.
Access to your individual file store.
Terminal Access to University Unix Services.
File Transfer to and from their PC.
Access to the WWW.
Access to Library catalogues and documents.
Access to Learning and Teaching Development Software.
Virus Protection.
Students:-
-
Will register to use the service.
Support
Supported Operating Systems and Computer Platforms
-
Operating Systems that will be fully supported, within the technology available, are Windows Vista and Windows XP.
-
Operating Systems that will be supported but may have limited access to services are Apple Macintosh OSX10.4 or above. Earlier versions of Apple Macintosh will not be supported.
-
Operating Systems for which very little assistance will be provided are Linux and earlier versions of Windows.
There will be no assistance for any other Operating systems.
Access to the full range of services offered will only be possible with the fully supported Operating Systems.
Support Provision
-
Support will be provided by Web-based advice, Support Documentation, and Frequently Asked Questions, Hall Network Advisers, and IT Services staff.
-
IT Services will employ two to three Hall Network Advisers from each hall. The Advisers will be trained by IT Services, they do not pay the network charge, and they will be paid 300 per year.
The service is supported between 9:00 a.m. and 5:00 p.m., Monday to Friday.
There is no official out of hours support.
IT Services are responsible for:
Cabling and data sockets in the halls.
Providing a network to the room.
Support provision.
Helping to install and configure the software provided by IT Services.
Helping to remove the software provided by IT Services.
Producing statistics for all major network nodes, to document performance.
Facilitating the secure usage of IT resources.
Defining the Acceptable Use Policy.
IT Services are not responsible for:
Telephones and telephone cabling.
Students are responsible for:
-
Ensuring that their computer's hardware is working.
-
Ensuring that their computer's Operating System is working and is patched up to date.
-
Installing and running up-to-date anti-virus software.
-
Backing up their own data.
-
Providing a computer with a working and configured UTP (10Base-T) Ethernet / network card with RJ45 socket. See our detailed guidelines.
-
Reporting any suspected network problems either to their Hall Network Advisers or IT Services.
-
After reporting a fault, regularly reading their e-mail so that appointments can be made by IT Services staff to visit.
-
When reporting a problem, providing their name, username, Hall and Room number, telephone number, data socket number, Operating System of their computer, and details about the problem. The requested information we require to help solve their problem.
-
Ensuring that their room is safe for IT Services staff and the Hall Network Advisers to work in.
-
Ensuring that there is sufficient space for IT Services staff and the Hall Network Advisers to work on the computer.
-
Ensuring that their computer is in a safe condition.
-
Pointing out any known hardware or software faults to the person carrying out the work before they start the work.
-
Any unforeseen damage that occurs to their computer as a result of configuring their computer to use the network and installing the software provided.
-
Ensuring that the computer has a web browser installed, for example, Internet Explorer or Netscape.
-
Providing adequate notice, at least 1 day, when cancelling appointments that have been made with IT Services staff.
Guarantees
Wherever possible IT Services will try to help a student network their computer, but we can offer no guarantees.
Acceptable Use
Students must follow the University's Acceptable Use Policy and the HallNet Networking and Infrastructure Acceptable Use Policy.
IT Services will terminate the connection of any student that is causing a significant detrimental effect on service provision for any other customer, hall, or the campus network. Students who have been penalised for such effects on service have the right to appeal.
Complaints procedure
-
Any student wishing to claim a refund for any reason must make a claim in writing to IT Services.
-
Refunds will normally only be provided if the network service has been unavailable for more than one week. £2 will be refunded for each week the service has been unavailable.
Refunds under any circumstances other than leaving hall will normally only be provided if there has been a network fault.
Performance measures
Service Improvement and Development
-
Web based user statistics produced at least once a term.
-
Feedback from the Loughborough Students' Union Council.
Targets
Service available 24 hours per day, 7 days per week all year round.
Network maintenance is subject to the JANET at risk period 7:00 a.m. to 9:00 a.m. on Tuesdays.
Regular upgrades to the infrastructure will take place and may result in planned downtime, this planned downtime will be advertised on the IT Services web pages or by e-mail at least 7 days before work commences.
-
All problems submitted to the Service Desk will be responded to within 1 working day.
-
For faults requiring a visit, an appointment will normally be made with 2 working days of receipt of the problem by the Service Desk, and will normally be attended within 5 working days.