The University of Sheffield
Corporate Information and Computing Services

Network infrastructure

Description of Service

The University's high speed switched network providing access to computing facilities on the Sheffield site and to the internet via JANET and YHMAN.

Client Groups/Eligibility for Services

All registered users.

Provider Responsibility

  1. To liaise with the Estates Department in order to plan and advise on the University's strategy for new and changed data installations, and provide quotations within 10 working days of receipt of the request.
  2. To manage the installation of new, and maintain existing, cabling and data network connection points.
  3. To provide, configure, install and maintain central hub equipment.
  4. To configure, install and maintain peripheral hub equipment.
  5. To provide connections to University sites with significant numbers of staff.
  6. To provide Internet services to Barnsley College and the South Yorkshire Network for Enterprise (SYNE) colleges.
  7. To liaise with the Estates Department over services required for central computer installations.
  8. To provide and maintain an up-to-date software infrastructure to support the network infrastructure.
  9. To design and maintain a robust resilient network infrastructure to support requirements (data and voice).
  10. To liaise with YHMAN/JANET to ensure a robust, resilient, reliable service to the wider internet.
  11. To provide and monitor a firewall against unauthorised access to the University's network.
  12. To ensure continuous availability of the network through appropriate configuration and monitoring and the provision of uninterruptible power supplies (UPS) for the central network.
  13. To provide a means for office IT equipment to be connected to the campus network; different procedures exist for different equipment, eg printers, PCs, Macs.
  14. To provide a means of connecting wireless devices in communal areas.
  15. To provide a modem dial-in service (RATS).
  16. To monitor and limit the use of RATS in order to manage the demand on the service. This is to be done by:
    a. warning users who use RATS for more than 30 hours in any week (where the hours between 1am and 1pm count as half;
    b. suspending for one week users who use RATS for more than 45 hours in any one week.
    A week runs from 00.00 Sunday to 23.59 the following Saturday.
  17. To provide a secure encrypted channel between the wider Internet and the Sheffield LAN (VPN service).

User Responsibility

  1. To provide adequate advanced warning (minimum 5 working days for small jobs) and information for any requests for work on cabling and network connection points.
  2. To report faults to the HelpDesk.
  3. To follow connection procedures.
  4. To connect only standard devices using these procedures.
  5. To consult CiCS before connecting non-standard devices or devices using non-standard protocols to the network.
  6. To remove from the network any non-standard devices or devices using non-standard protocols if requested to do so by CiCS.
  7. To limit themselves to 30 hours of use per week on RATS, where the hours between 1am and 1pm count as half.

Availability of Service

Network - 24 hours a day, 7 days a week.

Service Statistics/Outputs

Database of jobs.
HelpDesk statistics.
Flow of data packets.
Transatlantic Internet usage.
JANET connection faults.
Transatalantic Internet faults.
Network failure records.

Service Measures

Percentage up-time of 99.98%.
Faults will be investigated within 4 working hours of reporting to the HelpDesk; critical cases will be dealt with immediately.
Installation of a new data point will be completed within 10 working days of the Friday following the receipt of the order, unless delayed by major building work, the discovery of asbestos or unavailability of access to the cable route.
Requests to install a local hub will be dealt with within 5 working days of receipt of the request.
Quotations for work to be carried out will be provided within 10 working days of receipt of the request.

Dependencies

External networks.
External contractors.
Services: power, air-conditioning.
Timely liaison between the Estates Department and external contractors.
Timely receipt of information from the Estates Department on future developments for the estate, changes of occupancy, etc.
Timely availability of access to rooms and cable routes.

Feedback and Monitoring

Regular review of job queue.
Staff and Student surveys.
CiCS User Group.

Benchmarking

See Section 7 of the Introduction.

Exclusions

Private networks in departments and networks elsewhere that are connected to the University network.

Location of Service

Charges

£260 for each new 10/100M network connection point in a department.
£1000 to upgrade a 10/100M network point to 1 Gbps.

Failure Response

Faults will be investigated within 4 working hours of reporting to the HelpDesk; critical cases will be dealt with immediately.