Service Definition

Service Description

The University’s network connection service provides data network connectivity for University students, staff and guests.

Once connected, authorised service users will be able to access the University’s many network based resources and services.

Additionally, the network connection service provides access to the national JANET network, and the wider Internet.

Features

The network connection service:

  • Provides access to data networked University information and services.
  • Provides access to JANET and Internet based information and services.
  • Is designed to be available at all times.
  • Is accessible across the Newcastle University Campus and halls of residence in two main forms:
    • Wired: staff offices, student halls of residence and some public areas.
    • Wireless: widely available across campus and in some halls of residence.

Users

The network connection service is available for use by University students, staff and guests. Access is tailored according to the type of user.

Service Hours

The University’s data network is available 24 hours a day, seven days a week. This applies to both wired and wireless connections.

Network Connection Clinic: Monday-Friday, 09:00-16:00, during University term time.

The ISS “at risk” period is 07:00-09:00 is every Tuesday. Further planned maintenance times will be publicised in advance if there will be a disruption to the service.

Level of Service

Types of access vary across different user groups:

  • Students: Restricted network access to University networked resources and the Internet.
    Note:     As student computer hardware is not under University control, network access restrictions are used to offer some protection to network users and University data networked resources and infrastructure.   
  • Staff: Unrestricted network access to University network resources and the Internet.
  • Guests: A University guest network connection (wireless only) requires appropriate credentials be established in advance and network traffic is sent via a dedicated route bypassing the restrictions on the academic network.

Target availability: 99.95% of service hours, excluding advertised planned maintenance downtime. This equates to a target of no more than 23 minutes of unplanned outages per month.

The University data network is designed and built with both performance and resilience in mind.  The network itself is made up of high capacity, highly available hardware and infrastructure. Comprehensive network monitoring and maintenance work ensures that any network service problems are detected and dealt with quickly.

Support and Documentation

User guides, containing guidance on how to access the University’s data network are available at http://www.ncl.ac.uk/itservice/connect.

There is a Network Connection Clinic (offering help and advice to students on connecting to the University’s network) at the Old Library User Area (OLUA) Help Desk.

Any problems with a network connection in halls of residence should be reported to the halls reception and a network tester will investigate and report physical faults to ISS.

Additional support is available via the ISS Service Desk on 5999 or it.servicedesk@ncl.ac.uk.

All incidents relating to this service will be handled according to the ISS Incident Management and Major Incident Management processes.

Request Process

Student access to the network:

  1. Follow the instructions for students at http://www.ncl.ac.uk/itservice/connect/overview/students for wired or wireless connections.

Staff access to the network:

  1. Staff desktop machines must be registered on the network; see your school’s Computing Officer or IT personnel.
  2. Follow the instructions for staff at http://www.ncl.ac.uk/itservice/connect/overview/staff for wired or wireless connections.

Guest access to the network:

  1. Fill in the form at http://www.ncl.ac.uk/itservice/connect/overview/visitors on behalf of your guest and return it to the ISS Service Desk.
  2. You will be issued credentials for your guest who will be able to access the network over wireless.
  3. Follow the instructions for visitors at http://www.ncl.ac.uk/itservice/connect/overview/visitors for wireless connections.

Requests for any other aspect of the service should be made via the ISS Service Desk on 5999 or it.servicedesk@ncl.ac.uk.

All requests relating to this service will be handled according to the ISS Request Fulfilment process.

User Responsibility

Users are expected to make use of the documentation before contacting the Service Desk for help.

Users are subject to the Computer User's Agreement and the Rules of Use for computing facilities.

Users should also take common sense security precautions when on the network including the use of updated anti-virus software.

Costs

N/A