Net-to-Switch Service Description
Net-to-Switch Services, Roles and Responsibilities, System Availability, Troubleshooting, Additional Costing Information, Disclaimer
The Net-to-Switch program combines internal building and external SUNet backbone network infrastructure support into one service profile, providing academic and administrative departments with highly reliable network equipment and centralized monitoring and support.
Roles and Responsibilites
IT Services will provide the following services to the Net-to-Switch client:
- Design a network topology that meets the client’s needs
- Configure, install, and document local area network switches per network design
- Place all network switches behind uninterruptable power supplies (UPS)
- Remotely monitor switches and respond to outages 24X7
- Provide training to client on cabling standards and basic network troubleshooting
- Periodic audit of closets to ensure cabling standards
- Maintain the local network switches to proper code revisions
- Refresh local area network equipment as it reaches its operational lifespan
- Troubleshoot switch-wide problems
- Troubleshoot network-wide problems
- Provide Cat5 jumper cables for TSO activations
- Provide multimode fiber jumpers for switch connections
- Provide a detailed monthly bill of all fees and charges
The client is responsible for the following:
- Participate in initial audit of any existing network infrastructure
- Provide a local net administrator who is familiar with the departmental networking needs
- Activate TSO data jacks with provided Cat5 jumper cables
- Maintain closet wiring to acceptable standards
- Troubleshoot desktop network problems up to the switch port
System Availability
System availability is defined as the hours when the systems covered by this Service Level Agreement (SLA) are scheduled to be available for customer access. With the exception of regularly scheduled maintenance and backup time periods, the systems supported will be available for access seven days a week, twenty-four hours a day.
Troubleshooting
The client is responsible for troubleshooting desktop connectivity issues. Switch-wide or network-wide problems are reported though the Production Control Group (3-1611). If requested, the client will be provided with read access to the network switches.
Closet Wiring Standards
Cable minders must be used to prevent cables from crossing the face of any switches or empty space around the switches. Should periodic audits reveal that inappropriate closet wiring is in place, the client will have one week to re-route cables; otherwise, they will be billed standard Time & Materials rates for IT Services technicians to re-route the cables.
Wiring New TSOs
As noted above, CAT5 cables are provided to the client for activating existing TSOs. However, installation of any additional TSOs will be subject to current IT Services charges and require the placement of a work order through the IT Services website.
