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Networking - Report an Issue

Description

Assistance with connecting to the ISU wireless/wired/VPN networks when error messages are encountered or other anomalies with connecting.

Standard Activities and Processes

Provides wireless/wired/VPN network connection for devices.

SLA:  For non-urgent issues you can expect a reply within 4 business hours. Stop Work/Urgent request you can expect a reply within 15 minutes.  

Constraints

VPN - Faculty, Staff and Student Employee and some contractors Access Only

ISU-SECURE – Faculty, Staff and Student Access Only – Secured encrypted wireless communications. Recommended methodology. Requires devices to be able to support WPA2 – AES encryption with enterprise Authentication.

ISU-OPEN – Faculty, Staff and Student access as well as University Sponsored Guests and visitors – Unencrypted wireless communications.

Directions

For wired connections, users should check jacks to determine if the jack is already active. If they get a link but not able to connect to the internet it may be necessary to do a BOOTP request. If there is no link, then they should request a Jack Activation request, this process and provide all the requested information.

For VPN, users should check that they are on the internet and able to access other websites.

Maintenance

As required with advanced notification.

Full SLA: http://www2.indstate.edu/oit/Services/net-engineer.php