Service Policy
We provide our services to faculty, staff, and graduate assistants in units within the College of Liberal Arts & Sciences. Units with full-time or part-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 email. The CLASnet personnel will decide the proper response and timeframe for any incident reported outside of normal business hours. CLASnet personnel are not "on call" outside of 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 by the end of the next business day. 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 the CLASnet web form. Other forms of contact, including email, phone call, or in-person request to an individual CLASnet employee, do not constitute an official request.
Unit Responsibilities
Each unit within the college must declare a computer contact with CLASnet. 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
CLASnet provides 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.
Technical Support
CLASnet personnel are available for technical support for university-owned networked computers located on campus running supported operating systems on a supported hardware platform.
Training
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.
Electronic Mail
Via UF Exchange, CLASnet provides a mail system meeting all the campus requirements for security, reliability, and E-Discovery. We provide mailboxes for faculty and staff as requested. Graduate students may receive mail via the GatorMail system.
Mailing Lists
CLASnet provides distribution lists using Exchange. Each list owner must be a college computer user with a UF Exchange mailbox in good standing.
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 maintain, or oversee the maintenance, of faceplates, horizontal and vertical network cabling, cable management, and active network eletronics in the college buildings. 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 is required to inform CLASnet of the current location of every computer, including updates when a computer is moved/removed.
Maintain College Computer Laboratories
CLASnet personnel maintain computer laboratories as per existing agreements between the CLAS Dean's Office and individual academic units.
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.
