Wired and Wireless Network for Morningside and Manhattanville Campuses

Service Initiation

http://www.columbia.edu/acis/networks/getconnected.html

For Support issues:

Email askcuit@columbia.edu or call 854-1919.

Support

CUIT Helpdesk Service Hours

Phone Support - 212-854-1919 Hours:

Sunday: 3pm-11pm

Monday – Thursday: 8am-11pm

Friday: 8am-7pm

Saturday: 10am-6pm

Email/Web/online Support askcuit@columbia.edu

Hours: Monday-Friday 9am-5pm

Helpdesk Support Center walk-up facility at 202 Philosophy Hours:

Monday- Friday 10am-6pm

Service Targets:

24x7 99.99% availability

Priority	Response time
1	30 minutes
2	4 hours
3	1 business day

Priority definitions

Priority can be deduced using a combination of Urgency and Impact. For reference, the definitions of these terms are as follows:

Impact:a measure of the business criticality of an Incident, often equal to the extent to which an incident leads to degradation of agreed service levels. Impact is often measured by the number of people or systems affected.

Urgency:the necessary speed of solving an incident of a certain impact. A high-impact incident does not, by default, have to be solved immediately.

Priority:is expected effort. This is denoted by a number value, and is determined through assessing a combination of impact and urgency.

The matrix below describes the framework for determining priority.

PRIORITY
		Impact
		Impact
		High	Medium	Low
Urgency	High	1	1	2
	Medium	2	2	3
	Low	2	3	3

Service Contact:

Asha Bacchus

CUIT Executive Owner:

Alan Crosswell, Associate Vice President and Chief Technologist

Service Description

High-speed wired network access is available in all campus buildings, most University Apartment Housing (UAH), and from remote locations via dedicated high-speed links. Wireless access is available in select areas.

Status:

Active

Details

Standard Service Features

Residence Halls: wired Ethernet to every pillow; wireless in 9 halls (all halls by 2012).

Campus buildings: wired Ethernet to specific network jacks. Wireless in some areas.

University Apartment Housing: wired Ethernet to each affiliate apartment

Basic phone/email support for VPN, Ethernet and wireless connectivity is provided during normal Helpdesk hours.

On site support is provided as necessary.

Standard Costs:

Residence Halls: included in room rent

Campus buildings: $6/jack per month

University Apartment Housing: students: $29/mo, employees: $40/mo.

Optional

Purchase, installation and support for Columbia installed wireless routers is available to faculty, graduate students and staff residing in Columbia wired apartments. This is a fee-based service and can be initiated by calling 212-854-1919 or sending email to askcuit@columbia.edu. Requests for support can be initiated through the Helpdesk during normal business hours.

For more details and pricing information, please visit http://www.columbia.edu/cuit/networks/aptnet/wireless.html

For free installation instructions, please visit http://www.columbia.edu/cuit/networks/aptnet/wirelessrouters.html

Service Eligibility

University affiliates and sponsored guests in most buildings. Graduate School of Business, Law School, CUMC, Lamont and Nevis campus buildings are provided by their respective IT groups.

Prerequisites

Must be on the Columbia network in a residence hall, Columbia wired apartment or office. All hardware must be within the specification on our supported hardware web page: http://www.columbia.edu/acis/support/supported.html