We provide our services to faculty, staff, and graduate assistants in
units within the College of Liberal Arts & Sciences. Units with
full-time IT personnel will require different levels of service than
units without full-time personnel.
Hours of Operation.
- Our office hours are from 8:00am until 5:00pm, Monday through
Friday, excluding federal, state, and university holidays and
natural emergencies.
CLASnet personnel may be contacted for critical network
incidents outside of these hours via phone or pager on
week-nights until 11:00pm, and on weekends and holidays from
8:00am until 11:00pm. The CLASnet personnel will decide the
proper response and timeframe for any incident reported outside
of normal business hours.
System Availability
- CLASnet critical systems are available 99% of the time,
excluding announced maintenance windows and natural disasters.
Business hours are "critical", and all efforts are made to
provide maximum availability during these hours.
This availability applies only to systems administered by
CLASnet personnel. Physical networking, departmental servers,
those services provided by other units on campus and/or via the
Internet are not included. Due to the wide number of variables
outside of CLASnet administration, we cannot guarantee any
level of service availability for individual workstations or
servers.
Response Time
- CLASnet personnel should respond to all official requests for
technical support within eight (8) business hours. Critical
network incidents during business hours will receive an immediate
response. At a minimum, this will include an acknowledgment of
the problem report and/or a request for additional information.
All official requests must be submitted by the unit's
computer contact via electronic
mail, phone call to the CLASnet front office, or via the
CLASnet web form. Other forms of contact, including email sent
directly to an individual CLASnet employee, do not constitute an
official request.
Unit Responsibility
- Each unit within the college must register a computer contact with
CLASnet. The contact is responsible for reporting computer
& networking problems and requesting CLASnet assistance as
required. The contact is the liaison between the unit's
personnel and CLASnet. The contact should be available during
business hours to respond to user requests.
Each unit must ensure their users are in compliance with the
UF
Acceptable Use Policy. Thus, each unit is responsible for
their software licenses, physical security, computer access
logs, and other requirements as set forth by the UF General
Counsel and Inspector General.
Provided Services
- We provide a range of services to the various units within the
College of Liberal Arts & Sciences. Not all units require
all of our services.
Coordination
CLASnet coordinates all unit IT personnel and computer contacts
within the college. Information on network, system, or policy
changes will be distributed as required to ensure reliable
service.
Consultation
CLASnet personnel are available for technical consultation for
any university-owned computer or network problem. In addition,
CLASnet personnel provide technical training as required to the
unit computer contacts. When time is limited, preference is
given to those requests involving CLASnet-supported systems.
Technical Support
CLASnet personnel will provide technical support to the unit
contact on any university-owned networked computer running a
supported operating system on a supported platform.
Electronic Mail
CLASnet operates a mail system employing Internet-standard
protocols (SMTP, IMAP, & POP3), which filters out many
common computer viruses and certain unsolicited commercial
email messages. We provide accounts to faculty, staff, and
graduate students for those units who do not provide their own
local servers.
Each unit using our server should request account creations
and deletions in a timely manner, following the person's
hiring or termination.
Mailing Lists
CLASnet hosts a list-server for use by any unit within the
College. In addition to these unit-specific lists, we host a
number of interest-specific lists with university-wide and/or
global membership.
Each list owner must be a college computer user in good
standing, and must administer the list in a courteous and
professional manner. With limited exceptions, all mailing lists
must be opt-in, in where the recipients specifically
request list membership.
Networked File Sharing
CLASnet provides secure disk storage, collaborative disk space,
college-licensed software, and network print services to those
units who do not provide their own local servers. We provide
disaster recovery for data stored on
our system.
Web Presence
CLASnet hosts over 40 unit web sites for those who do not host
their own web server. In addition, all persons with a valid
CLASnet account may publish their own web site, including their
academic information.
Physical Networking
CLASnet personnel design, maintain, and upgrade many of the
college building networks. This includes the faceplates,
horizontal and vertical network cabling, structured cable
management, and active networking electronics.
In those buildings where CLASnet does not administer the
network, we will coordinate all networking requests with the
responsible campus party on behalf of our units. In some
buildings, CLASnet has delegated network administration to the
building occupants.
IP Number Management
Each computer connected to the campus network requires a unique
IP (Internet Protocol) number to function correctly. CLASnet
assigns both the IP numbers and name-to-number mappings via
industry standard protocols (DHCP and DNS).
As IP numbers are in short supply across campus, CLASnet will
not assign "blocks" of IP addresses. The only exception is to
units with full-time unit IT personnel who are responsible for
their own building's physical networking.
Each unit should
keep CLASnet informed of the current location of every
unit-owned computer. In turn, CLASnet will update the UF
Property records for each computer accordingly. In some cases,
CLASnet has delegated this responsibility to the unit.
Maintain College Computer Laboratories
CLASnet personnel maintain inter-unit computer laboratories as
required. This includes the Networked Writing
Environment and the
Language Learning Center & Laboratories.
Ensure Network Delivery
CLASnet personnel interact with other campus networking groups
to ensure reliable network delivery on behalf of the college
units. Every college-owned computer on campus should have
access to a reliable network.
Represent College Computing & Networking Interests
CLASnet administration and personnel serve on various UF
committees to represent our units' varied computing and
technical interests.
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Last updated: Apr 22, 2005 (01:17:01 PM EDT)
URL: http://www.clasnet.ufl.edu/policy/service.shtml
