On-Campus Wireless Services Level Agreement (SLA) for APU

Executive Summary

This Service Level Agreement (SLA) outlines the terms and conditions under which the APU wireless network is made available to staff, students, and guests. It is designed to ensure reliable, secure, and fair access to online resources for educational, research, and operational needs. The SLA covers service availability, user responsibilities, support procedures, and guidelines for acceptable use.

Service Description

The APU wireless network facilitates online access for mobile devices, complementing the campus's wired infrastructure. It is intended for devices where a hard-wired connection is impractical. While the wired network is recommended for stationary workstations, the wireless network serves the mobile needs of the APU community. The final decision on the appropriateness of a wired or wireless connection for specific applications rests with Technology Services (TS).

Performance Expectations:

• The wireless service operates on a "best effort" basis, with performance subject to location, device proximity to communication radios, and network congestion.

• Typical wireless performance metrics include:

  • Bandwidth: Up to 50Mbps per user

  • Connectivity: Subject to environmental and technical factors

Usage Policy:

• High-bandwidth applications and services, particularly peer-to-peer and file sharing, may be restricted to ensure equitable access.

• Certain websites may be blocked due to security risks or legal compliance. Requests for essential educational site access can be made to TS.

Availability:

• Network restrictions apply during peak hours (8:00am - 6pm on weekdays) to prioritize educational resources. Full access is available from lab computers.

Supported Devices

• Devices with 802.11g, 802.11n, 802.11ac or newer wireless adapters are supported.

• Users with incompatible devices can use a compatible USB wireless adapter.

User Responsibilities

For Students and Guests:

• Use supported devices and ensured they are free from malware.

• Keep devices updated with the latest OS patches, firmware, and drivers.

• Maintain a minimum signal strength of 3 bars within the network coverage area.

• Adhere to APU's network use guidelines and ensure any guests do the same.

For Staff (staff@APU 3.0):

• Access is restricted to authorized university-owned devices.

• Requests for network access should be submitted one week in advance via the Virtual Help Centre.

Technology Services (TS) Responsibilities

• Configure and maintain wireless connectivity for supported devices.

• Provide documentation and limited support for user-owned devices.

• Set up guest accounts by the end of the next business day following a request.

• Maintain wireless infrastructure and ensure a baseline connectivity of 10Mbps per user.

Requesting Service

• The student@APU network is accessible with a valid APKey. Staff can request access via the Virtual Help Centre.

In Scope Services

• Wireless setup for supported devices and connectivity assistance.

• Guest access on a case-by-case basis.

Out of Scope Services

• Support for non-approved devices or operating systems other than specified.

Responding to Problems and Incidents

For issues with the wireless network:

1. Check the system status at the designated APU status page for any ongoing maintenance.

2. If no maintenance is indicated, contact the Helpdesk at extension 5050 or call 03-8992 5050 for assistance.

Response and Resolution Targets:

Feedback and Service Improvement

Users are encouraged to provide feedback on the wireless service through the Virtual Help Centre. Your input helps us improve service quality.

Definitions and Acronyms

• APU: Asia Pacific University of Technology and Innovation

• TS: Technology Services

• SLA: Service Level Agreement

• Mbps: Megabits per second

Version Control

This document is subject to regular review and updates to reflect changes in technology, policy, and user needs. Users are advised to refer to the Virtual Help Centre for the latest version.