UBIT SECURITY ALERT, 5/23/18: Service Level Statement:
Wi-Fi Network
Students, faculty, staff and guests to UB enjoy access to and support for a variety of Wi-Fi networks.
On this page:
Definitions
| Wireless Network/Wi-Fi | A technology that provides wireless connectivity to mobile devices. |
| SSID | Service Set Identifier, which is a unique id used for naming wireless networks. |
| Wi-Fi Request | Requesting Wi-Fi Service from our standard service offering (e.g., new access point) or getting instructional and informational help (e.g., how to connect). |
| Wi-Fi Incident/Repair | Restoring Wi-Fi Service to normal operation may involve replacement (swapping access points) or maintenance (adjusting system settings). |
| Wi-Fi Design/Installation | Any change or introduction resulting in new Wi-Fi Capabilities outside of our standard service offering (e.g., exterior coverage, branch office/remote office deployments, etc.). |
Additional definitions are available in the Service Level Statement - Glossary.
Scope of Services
CIT provides Wi-Fi Request, Wi-Fi Repair, and Wi-Fi Design/Installation support to all UB students, faculty, staff and guests in all spaces owned and/or managed by UB. Given the nature of wireless communications, quality of service depends on many factors, only some of which are directly controlled by CIT. In particular, incompatible clients and coverage or capacity limitations are not considered to be incidents.
Throughput and reliability may vary depending on a number of conditions. In general, users can expect the following in buildings that are listed as fully covered:
- Connectivity to an access point from almost anywhere within the building.
- 5Mbps of throughput for each client.
- Support for up to 20 clients per Access Point.
Lecture halls have been equipped with multiple access points. The following are the maximum number of users that can be accommodated given the above listed parameters:
- Small lecture hall = 20 simultaneous devices
- Medium lecture hall = 60 simultaneous devices
- Large lecture hall = 100 simultaneous devices
Service Options
eduroam Wi-Fi
The eduroam Wi-Fi service is the preferred secure Wi-Fi choice for all UB students, faculty and staff, as well as students and faculty from eduroam-participating institutions who want to use Wi-Fi while at UB. Your UBITName and password and all data transmitted from your device to the wireless access point (the campus network) are encrypted.
UB Connect Wi-Fi
The UB Connect Wi-Fi service is available in UB Wi-Fi Boost areas for UB guests to register to use the network at UB.
Fees
Applicable fees associated with UB Wi-Fi are described at Cost of Services.
Service Response Targets
All of the listed service goals are defined within the Hours of Support. In other words, if an issue is reported outside of hours of support, the clock would not start until start of business the following business day. As targets, these are not guarantees on response time, but goals that help define the needed support resources.
Hours of Availability:
- All Locations: 24x7x365
- Downtown, North, South Campus: 8:30 a.m. - 5 p.m. ET M-F
UB Wi-Fi Request:
- Acknowledgement: 90% in 1 hour (via UBIT Help Center)
- Resolution: 90% in 15 days
UB Wi-Fi Incident:
- Acknowledgement: 90% in 1 hour (via UBIT Help Center)
- Resolution: 80% in 4 hours (critical/high), 90% in less than 3 business days (medium/low)
UB Wi-Fi Design/Installation:
- Acknowledgement: 90% in 1 hour (via UBIT Help Center)
- Response: 90% in 5 days
- Resolution: Schedule agreed to by all parties
Requesting Services/Support
Requests for services or support should be logged with the UBIT Help Center or by filling out the Network Connection Installation Form.