Service Name
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Internet and External Network Connection Management
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| Description |
Provides a service to maintain and support the infrastructure connecting the campus network to the Internet and other external network data connections. This service includes support for network components such as external routers, and bandwidth shaping equipment. |
Service Line
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Network Infrastructure
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| Features |
- Plan, install, configure and test networking infrastructure needed for external access to the Internet and other external networks as appropriate.
- Identify network load, impact and capacity requirements for connecting the campus network to external networks.
- Provide networking requirements to support Internet and external network service procurement activities.
- Maintain Internet and external network connectivity components in compliance with supporting vendor requirements.
- Provide internal troubleshooting and technical support services for the campus Internet connection.
- Coordinates maintenance and troubleshooting of Internet and external network connection problems with external service providers.
- Provide consulting and support services to identify network bandwidth and Quality of Service (QoS) requirements for Internet and external networking applications.
- Makes recommendations and implements plans for bandwidth shaping priorities and QoS for Internet applications supporting the academic mission of the University.
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| Service Administrator (owner) |
Dexter Caldwell
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| VP Customer |
Provost |
| Availability |
The campus Internet connection is available 24 X 7 X 365 except during planned maintenance and upgrades.
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| Support |
- Support is provided 8:30 am - 5:00 pm M-F except for campus holidays and shutdowns
- Trouble calls to IT Service Center 864-294-3277 or email help.desk@furman.edu
- Emergency support outside normal work hours is routed through Public Safety at 864-294-2111
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| Initiated |
- Approved Work Requests
- Escalated Incidents or Problems from the IT Service Center
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| Charges |
None for campus Internet connection; chargeback for additional external network connectivity will be evaluated on a case by case basis.
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Delivery channels
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- Satisfied Work Requests
- Consulting and Support
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| Prerequisites |
- Power and operating environment for network equipment
- Internet connectivity provided by contracted Internet Service Provider
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| Key Service Targets |
- 99% availability of Internet including planned outages
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