Internet Service Connectivity Support SC

Service

Internet Service Connectivity Support

Service Manager

Department

Contact

Service Owner

Description

Wireless Network: The Internet Service Connectivity Support service is available for personal and university owned computing devices to students, faculty/staff and guests. The wireless services offered on campus complement the campus high speed wired Ethernet service and is not meant to be a substitute. As such, all students, staff/faculty and guests that reside in the residence halls have a dedicated high speed Ethernet port available to them in their individual rooms and is recommended for use if they are using applications that utilize large amounts of bandwidth (i.e. streaming video, gaming and large file transactions). Note: The SUNY Fredonia Networks (wired/wireless) are primarily for academic use.

Available Wireless Networks (SSIDs):

• FREDsecure is the secure wireless network which utilizes 802.1X to provision WPA2-Enterprise to a diverse array of network devices campus-wide. It is highly recommended that all campus wireless network users utilize the FREDsecure service if you are accessing online financial services, online shopping and any official campus eService (ANGEL, FREDMail, YourConnection etc.). FREDsecure users need to utilize their eServices I.D. and password for access.  

• FREDguest is the open and clear (unsecured) wireless network available to guests on campus who wish to temporarily use the campus wireless network for basic web browsing. This wireless network is limited to utilizing TCP ports 80 (http) and 443 (https) and will include a session timeout. FREDguest users will need to be sponsored by a campus affiliate with an active eServices account to gain access.

• FREDmedia is the open and clear (unsecured) wireless network exclusively designed for supported gaming and multimedia devices. Only supported devices will be permitted to connect to the FREDmedia wireless network. FREDmedia wireless network users need to utilize their eServices account to register their devices before being permitted to join the wireless network.  

Wired Network: Students, staff/faculty and guests that reside in the residence halls have a dedicated high speed wired port available to them in their individual rooms. This high speed wired port is recommended for use if you are using applications that utilize large amounts of bandwidth (i.e. streaming video, gaming, video conferencing and large file transactions). Ethernet cables can be purchased at the FSA bookstore and other stores in the area.     

• Personal Computers : Fredonia uses 802.1x authentication for its campus wired network. This protects our network by requiring users to use their eServices user ID and password to gain access to our network. Please see the links below to configure your machine to use 802.1x properly.

Windows 7 and 8 Directions

Linux Directions

Macintosh 10.5.x and 10.6.x Directions

Note: Macintosh 10.7 and above will do this automatically

• Gaming and Multimedia Devices: Some devices are incompatible with 802.1x authentication. In order for you to register your device, please see the links below.

Service Users

User Services

• Connect Wireless Device

• Connect Wired Device

Business Services

Technical Services

• End User Documentation: development and management of web content, operations manual, policies and procedures.

• Device Testing

• FredMedia OUI Management

Requirements

The requirements for using this service included the following:

Wireless Device:  

• Minimum: Wireless Adapter 802.11 g/n

• Current Operating System Critical Updates (i.e. Microsoft Windows, Macintosh OSX, Linux etc.)

• Anti-Virus Software w/ Updated Definitions. The campus provides Symantec Endpoint Protection anti-virus software for students and staff to utilize. You can download a free copy of the anti-virus software here: http://fredonia.edu/its/servicecenter/virus (Note: Before installing a new anti-virus program, you must first uninstall any previous version.)

• Your Fredonia eServices I.D. & Password (To find, go to: “Your Connection” @ https://connect.fredonia.edu).

Wired Devices:

• Minimum: 10/100 BaseT Ethernet Card w/ Ethernet Cable (Category 5e)

Current Operating System Critical Updates (i.e. Microsoft Windows, Macintosh OSX, Linux etc.)

• Anti-Virus Software w/ Updated Definitions.

• Your SUNY Fredonia eServices I.D. & Password (To find, go to: “Your Connection” @ https://connect.fredonia.edu).

Rates / Cost of Use

Getting Started

FredQuest - ITS Incident Management System

Availability

Hours: Monday - Friday 8:30am - 5:00pm

Summer: Monday - Friday 8:00 am - 4:00 pm

Emergencies - 24/7 based on the availability of support staff

Getting Help

By email: resnet@fredonia.edu

By phone: (716) 673-3668

In person: 154 McGinnies (Near the loading dock rear entrance)

All requests for assistance are completed using FredQuest:
https://fredquest.fredonia.edu/

SLA Notes

• Users with emergency Internet Service Connectivity Support issues can expect a response within 4 hours and should expect a resolution within 48 business hours of entering a ticket.

• Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.

Business Procedures

Change Procedures

Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: Internet Service Connectivity Support

Description: see above

Date Last Modified

Status