Users/Customers
Faculty, Staff & Students
Service Provisioning
The following networks are present where wireless access is available.
- "eduroam" – eduroam (education roaming) is the secure, world-wide roaming access service developed for the international research and education community. Eduroam allows students, researchers and staff from participating institutions to obtain Internet connectivity when visiting other participating institutions. You can find out more about the eduroam project by visiting their web page at https://www.eduroam.org.
- “eduroam-Instructions” - Open and unsecure network that provides instructions on how to connect to secure “eduroam” wireless network.
- “SIU-Guest” – Wireless network for campus visitors
Students, faculty and staff are encouraged to use the “eduroam” secure wireless network to access the Internet and campus resources.
Supported Environment/Services
Windows, Mac, Linux
SLA Response Times
SLA response times operate on a continuum and the department assigned to your incident will select the SLA based on the details you include in the incident and the number of individuals impacted.
Service Request Response:
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Service Request
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Response
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Resolution
|
|
Routine Request for New Service
|
1 business days
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10 business days
|
Incident Response (Get Help):
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Severity
|
Response
|
Resolution
|
|
Emergency Incident*
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1 business hour
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3 business hours
|
|
Work Stoppage Incident
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2 business hours
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1 business day
|
|
Inconvenience Incident
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2 business days
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5 business days
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For customer submitted issues:
*Emergency incidents require that the customer be reachable via phone and that the phone number is documented in the incident. Any customer that does not respond to phone queries will have their ticket downgraded. If the issue requires us to rely on an outside vendor for assistance, we may be unable to meet the posted response times.
For service related issues:
Our services are monitored. We are notified upon most service failures, and treat service outages as critical events require the service managers / process owners to begin working on the problem within 30 minutes of notification unless we deem the problem to be low impact (little to no client impact).
