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ResNet Service Level Agreement

ResNet provides network and technical support to students who reside in WIU residence halls and graduate and family housing and wish to connect their computer systems tot the WIU network.

Services Provided:

uTech Commitment to ResNet
  • uTech provides first level support consisting of general computer or network connection support and general technology inquiries through the Help Desk and through student ResNet workers for connecting a personal computer to ResNet and accessing Internet resources,. When necessary, issues will be escalated to second and third level support for advanced troubleshooting of network related issues.
  • uTech provides a ResNet environment with a minimum 25Mbps of Internet bandwidth with the ability to burst to 115Mbps outside of standard business hours (Mon-Fri 8am-4:30pm). In addition, specific infrastructure needs, such as firewalls and intrusion detection systems, as well as routers and switches are provided and maintained.
  • uTech provides a full-time ResNet Manager who will work with the ResNet student workers and full-time UT staff to maintain the ResNet environment.
Obtaining Support
  • Support is available by contacting the uTech HelpDesk at (309) 298-2704.
  • Hours of operation are: Monday-Thursday, 8am-11pm, Friday 8am-4:30pm, Saturday 9am-4pm, and Sunday 1pm-11pm.
  • You are also encouraged to take advantage of our 24/7 self-help Western's Knowledgebase.
What to Expect

ResNet has a goal of being able to provide 85% of requested support within the following impact and time guidelines.

  • Severity Level 1 (Catastrophic) - e.g., no access to the Internet or campus resources for all residence halls
    • Service Response time of 30-60 minutes
  • Severity Level  2  (Urgent) - e.g., no access to the Internet or campus resources for one entire residence hall
    • Service Response time of 1-2 hours
  • Severity Level 3 (Significant) - e.g., several users unable to access Internet resources
    • Service Response time of 4-8 hours
  • Severity Level 4 (Limited) - e.g., individual user problem
    • Service Response time of 1-2 days, however, this is dependent upon the availability of the user for call back and support.
Customer (Student) Responsibilities
  • Students must adhere to the WIU computing use policy.
  • Students must adhere to the WIU anti-virus policy.
  • Students must maintain all appropriate patches, fixes, and operating system updates.
  • Students must commit to a reasonable window of time for a technician to contact them when necessary to resolve a reported problem.
  • Students must provide appropriate equipment to connect to the WIU network, including a Network Interface Card, Ethernet cable, and where required to connect multiple computers to a single Ethernet port, an Ethernet switch. See ResNet FAQs for more information.
  • WIU does not provide support for personal routers or switches in residence hall rooms, they are the students responsibility to configure and maintain.