UIUCnet Wireless Service Level Agreement - CITES - University of ...

U NIVERSITY OF I LLINOIS
AT U RBANA-CHAMPAIGN
Campus Information Technologies
and Educational Services
1120 Digital Computer Laboratory, MC-256
1304 West Springfield Avenue
UIUCnet Wireless Service Level Agreement (SLA)
My Department/Unit (___________________________________________________) agrees to the
following terms in order to participate in UIUCnet Wireless, a service provided by CITES.
It is agreed that:
1) UIUCnet Wireless is a production service with an associated charging model. As such, the monthly
fee per access point is currently $10.00 for indoor access points and $25.00 for outdoor access points;
this fee covers ongoing UIUCnet Wireless repair, replacement, software upgrades and monitoring. The
fee will be reviewed on a semi-annual basis and is subject to change over time.
2) Currently, there is no charge for the time of the CITES wireless staff who will design and implement
UIUCnet Wireless for your unit. This free service offering will be reviewed on a semi-annual basis
and is subject to change over time.
Note: If at any point after the wireless kick-off meeting has occurred and you decide not to complete
the wireless installation and implementation, you will be charged for the actual labor and material cost
up to the point at which the installation is cancelled if this SLA has been signed by all parties,.
3) UIUCnet Wireless is subject to the University of Illinois "Interim Policy on Appropriate Use of
Computers and Network Systems" as outlined in the Campus Administrative Manual. The full text of
the policy is available online at http://www.fs.uiuc.edu/cam/CAM/viii/viii-1.1.html, and a clarification
of Section 8 is available at http://www.cites.uiuc.edu/guidelines/network/sec8clarify.html.
4) Hardware purchased through or provided by CITES is the property of the state of Illinois; no refunds
are available. Decommissioned hardware will be redeployed in University of Illinois campus buildings
or be scraped to the state of Illinois when the hardware is no longer useable. Please refer to the
Network Design FAQ section titled "Why can’t I keep my old hardware?" for further information.
http://www.cites.illinois.edu/commtech/ndo.html
5) The CITES Help Desk will be the point of contact for all UIUCnet Wireless-related support calls and
problem reports. The CITES Help Desk can be contacted by phone at (217) 244-7000 or email at
consult@uiuc.edu.
SLA_UIUCnet_Wireless Rev. 10 2008Oct06 1 of 3

6) The UIUCnet Wireless network is supported 24 hours per day, 7 days per week. User support is
provided during University business hours. Though CITES will service non-functioning components
of this service as promptly as possible, same-day repair may not always be possible.
7) UIUCnet Wireless is not intended to replace the UIUCnet wired network, but is a convenient,
supplemental method for accessing the campus network. Mission-critical applications should not
rely upon UIUCnet Wireless.
8) Due to the uniqueness of each wireless installation and the shared spectrum nature of current wireless
technology, the theoretical maximum throughput will not be available everywhere coverage is
provided. Further, the available bandwidth will depend directly on the number of UIUCnet Wireless
users and upon their respective bandwidth usage in any given coverage area. More information on
actual wireless throughput is available at http://www.cites.uiuc.edu/wireless/speed.html.
9) All 802.11 technologies (a, b, g, and n) utilize frequencies unregulated by the FCC. Therefore, other
devices utilizing wireless technology that are operating within the same frequency ranges may
interfere with UIUCnet Wireless. CITES will try to solve any interference issues that arise, but CITES
may not be able to affect the removal of such interfering devices.
10) UIUCnet Wireless service has spectrum priority over any other wireless system on the Urbana
campus. Plans to connect wireless equipment to UIUCnet must be approved by CITES prior to it being
connected to the network. Wireless equipment not connected to UIUCnet is permitted when it does not
interfere with UIUCnet Wireless; locations should be reported to CITES Network Design Group. The
Urbana campus’s official policy on campus networking equipment, including wireless, is available at
http://www.cites.uiuc.edu/guidelines/network/sec8clarify.html.
11) With the unit bearing the total costs, which include hardware, installation time and material, and
monthly fees, CITES Network Design Group will design and install UIUCnet Wireless in private areas
of a unit. Also with the unit bearing the total costs, CITES will facilitate the approval process for the
design and implementation of an “Independently Secure Departmental Wireless” system that does not
interfere with UIUCnet Wireless. It may not be possible in some situations to operate a departmental
wireless system without interfering with UIUCnet Wireless. In that case, the private wireless system
may not be operated. A comparison of the wireless options available is at
http://www.cites.uiuc.edu/wireless/admin/options.html.
12) Periodically, there may be system software updates or changes as deemed necessary by CITES. These
changes may entail both client and server changes. CITES will give at least one week of notice prior to
implementing major server changes, but notification will not always be possible for minor changes.
New or updated client software may also need to be installed on end-users’ computers in order for
them to continue using UIUCnet Wireless.
13) It is recommended to place signs in the areas where UIUCnet Wireless is available. The official
UIUCnet Wireless service sign template which your unit may add unit-specific information is
available from http://www.cites.uiuc.edu/wireless/admin/signs.html. The Wireless Service Manager
must approve signs that do not follow the provided template.
SLA_UIUCnet_Wireless Rev. 10 2008Oct06 2 of 3

14) Since UIUCnet Wireless is visible to people outside of the implementing unit, steps must be taken to
ensure proper notification to the campus if the service is being discontinued in a particular location.
• It is the unit’s responsibility to notify CITES if department-funded UIUCnet Wireless service
is to be removed, or if it desires to discontinue service in a coverage area. Depending on the
density of wireless usage in the area having UIUCnet wireless removed, CITES may require
up to one year’s notice before the termination date. The amount of time UIUCnet Wireless
must remain operational will be negotiated between the department and the wireless service
manager. During this time, the unit will be responsible for all normal charges related to
UIUCnet Wireless. CITES will update its web site to indicate that the wireless service in that
location is being terminated and to specify when it will be removed.
• During the final semester of wireless service availability in a particular location, CITES will
post signs with the upcoming service termination. Termination of service signs will be posted
in the same locations as any signs that had advertised the availability of UIUCnet Wireless.
The Wireless Service manger may ask that signs be placed in additional locations; these
locations are to be negotiated with the unit.
• The unit must pay for CITES Cabling Installation and Maintenance Services (CIMS) labor to
remove all wireless hardware and antennas and pay for any repair or patchwork that needs to
be done to return walls and/or ceilings to reasonable condition.
15) We have read and understand the Wireless Network Design Practices document located at
http://www.cites.uiuc.edu/wireless/admin/practices.html.
Approved by:
________________________________ ________________________ ___________________
Unit Head’s Name (please print) Unit Head’s Signature Title
________________________________ ________________________ ___________________
Unit Name Building Facility Contact Date
________________________________
Building Name and Number
________________________
Account # for monthly charges
SLA_UIUCnet_Wireless Rev. 10 2008Oct06 3 of 3