Service Name: Wireless Connectivity
Description:
The Department of Computing and Communications (C&C) offers a Wireless Local Area Network (WLAN) Service on Memorial University’s St. John's campus. The service is available in select areas, with coverage expanding over time.
C&C also provides interoperability between the St. John's campus WLAN, and the Marine Institute and Grenfell Campus WLANs. This means the same WLAN account will work at all three campuses, and the method of connection is the same at all three campuses. This service provides exciting opportunities to the University community, allowing a level of flexibility otherwise unattainable.
What’s Included:
- The primary intent of the WLAN is to provide mobility, ubiquitous access, and accommodation for private computers on MUNet to facilitate workgroups, teaching, etc.
- WLAN access is available in areas where network service is typically not offered, such as foyers, study rooms, classrooms, meeting rooms, residence rooms, and labs.
- The campus network - with its wireless capabilities - enables creative thinkers and developers to plan new applications and services that take advantage of the mobility provided by wireless LANs.
Applicable to:
- Windows and Apple based laptops/PCs using the ‘G’ standard and WPA Enterprise.
- Handheld devices that support the ‘G’ standard and WPA Enterprise.
- University students, staff, faculty, and visiting guests of the University.
How to request this service:
Service Desk, HH 2012
Phone: 709-864-4595
Fax: 709-864-3514
E-mail: help@mun.ca
http://www.mun.ca/cc
Service requests can be submitted via completion of an on-line form
- For wireless support in Residence:
Housing Wireless Support
Phone: 709-864-4350
Visit Hatcher 316A
Out of Scope:
- Certain sections of the campus do not yet have coverage. Approximately 85 per cent of the campus is currently covered.
- The ‘G’ wireless standard and WPA Enterprise authentication are supported.
Availability:
- This is a 24/7 service.
- There is currently no scheduled regular maintenance window for the wireless network. When outages are required, 3 days notice is provided to users where possible.
Response Times:
- Requests for service is logged and monitored by the C&C Service Desk.
- Phone calls will be answered 90% of the time within 1 minute. A queuing system is in place to facilitate phone calls in an orderly manner
- The email queue is monitored on a real time basis during regular business hours and replied to within 3 business hours.
- Obtaining an account can be requested via the online Device Authorization Tool (DAT) web form
- Account issues are dealt with on a case-by-case basis. After submitting a service request, users can expect to hear from C&C within 2 days.
- Service restoration resulting from an unexpected outage is done as quickly as possible.
Processes and Tools:
- Users can request WLAN access via the online DAT form
- In special cases - if a user is not authorized to submit the DAT form - WLAN access can be requested via e-mail or in person. A written request from the individual’s department is usually required in these cases.
- Online coverage maps show areas with WLAN access:
- The Wireless Acceptable Use Statement and the University Wireless Networking Policy.
Accountabilities and Key Roles:
- The Service Desk and The Commons provide front-line support for the main campus WLAN.
- The Student Housing provides frontline support for the Residence wireless network.
- The Personal Computing Group provides tier 2 support.
- The Communications Group provides tier 3 support (account issues, etc.).
Key Performance Indicators:
- Number of users.
- Campus coverage.
- Number of service requests.
- Number of AP’s deployed.
- Type of AP’s deployed.
- Disconnects per access point.
Revision: February 2011
Service Owner: Communications - Todd Farrell, Manager
