ResNet Staff Procedures

 1.      The ResNet staff is a cross-functional, inter-departmental, service group consisting of selected individuals from Housing Administration, UCit-Help Desk, UCit- Network and Telecommunications Services, and UCit- Educational Services.  Our mission is to provide timely and reliable communication support and trouble resolution to those individuals residing in University Housing.  

2.      The ResNet staff will provide, for students in the residence halls, telephone service and a pre-assigned, active Network jack providing connectivity to the UC network upon arrival to campus.

 3.     Should a resident have trouble connecting to the University Network, or be in need of technical assistance, four ResNet Service Centers are available to supply support for walk in customer or the UCit HelpDesk (556-4357) can provide telephone support.  The Help Desk personnel will assist the resident in determining the cause of the problem and assist in resolution by phone, or will escalate the issue to the appropriate technical area for resolution.  This service is provided at no expense to the resident, and will be scheduled to be as convenient and expedient as possible.  It should be noted that due to the varying natures and complexities of such problem resolutions that no commitment can be given. But the ResNet staff has a commitment to provide technical service and support with 24 business hours of receipt of a trouble request. 

• ResNet staff will be available to provide technical support Monday through Friday from 9:00am until 6:00pm.
• If ResNet receives a trouble ticket or direct call from a student, the staff will attempt to set up an appointment or the student can bring their computer to ResNet service centers located in Dabney Hall room 453, Calhoun Hall room B10, or Stratford Height’s building 10.
• If a student’s computer has problems too difficult to work on at the room location, the student may be requested bring their computer to one of the ResNet service centers where skilled contract computer technicians will be on-site to help work on a student’s computer that may have serious hardware problems or are infected with viruses.
  
  Note:  ResNet recommends that students bring their computer to one of its service centers for faster service, especially if the computer is a laptop.

4.      The ResNet staff will insure all assigned residential data jacks and phones are tested and are active.  All tested and active connections will be distinctly marked with a colored paper dot. These connections should provide access to the University Network, provided that the resident’s computer is properly configured for a fast Ethernet network. The corresponding connection number (Jack ID) should be labeled directly above or below the connection. The Help Desk (556-4357), or ResNet Service Staffs (556-4671), will be happy to assist in identifying assigned data connections.

5.      During the first few weeks of Fall Quarter, ResNet employees will be located in various areas of campus in order to answer questions and help students get on the network. 

6.     Any changes or moves or additions to existing connectivity must be requested through the University Housing Office. Upon receipt of the approved request from the Housing Office, the ResNet installation group is committed to 24 hour, (1 business day,) fulfillment of these requests.   

Note:  During the fall Quarter, data connections will be pre-assigned prior to the arrival of the student residents. It is understood that initially assigned connectivity may not be convenient or may not be the preferred connectivity for the individual resident.  ResNet Services will be most happy to provide alternate connectivity as requested.  It is, however, requested that such requests not be generated during the first three weeks of the term.  This is to allow the ResNet groups to focus on providing necessary initial connectivity and trouble resolution for all those requesting service.

Information on UCnet Registration and CISCO Clean Access Login is available in the Student Planner Campus & IT Handbook.