McMaster University

McMaster University

Networking

CSU provides a complete range of network support to the Faculty of Health Sciences (FHS). Contact 905-525-9140 ext. 28278 (ATCSU) or email csu@mcmaster.ca.

Network Hardware

The FHS network is a robust and secure high-speed data network connected to the University's intranet. The network accommodates the diverse connectivity needs of the Faculty. Continual bandwidth monitoring, network performance evaluation and equipment inspection is carried out on a regular basis to ensure quality of service. We also have specific links which connect our network to portions of the Hamilton Health Sciences network.


Networking Application Forms

Related Links

MacConnect (Openport) Service - Wired and wireless network access for classrooms and public spaces.

McMaster VPN Service - The McMaster Virtual Private Network Service.

Network Service Level Agreement

1) Service Description

The Faculty of Health Sciences (FHS) network is a robust, secure, high-speed data network, connected to the McMaster University intranet that accommodates the diverse connectivity needs of the Faculty. Continual bandwidth monitoring, network performance evaluation and equipment inspection is carried out on a regular basis to ensure quality of service. In addition, dedicated connections have been established between the McMaster network and regional health care partners.

2) Impact of Service

Loss of service may prevent users from accessing network dependant resources including: Internet access, file sharing, video conferencing, web conferencing, internal systems, and email.

3) Service Hours

Under normal circumstances, subject to scheduled maintenance times and unforeseen disruptions, connectivity to FHS resources is available to users 24 hours a day, 7 days a week.

4) Maintenance
  1. When necessary, maintenance hours will be 8:00AM - 12:00PM on the second Sunday of the month.
  2. At least three days notice will be given for any changes to network infrastructure that may cause service interruptions. Unexpected and urgent situations may require immediate action without notice. If scheduled maintenance conflicts with Faculty events, it may be deferred subject to a legitimate request.
5) Incident Handling
a) Incident Reporting

Issues can be reported via telephone to 27287 (ATCSU) for all network problems. Additional information is available on our web site at: http://www.csu.mcmaster.ca. Alternatively, email a request with a description of the problem to csuhelp@mcmaster.ca.

All reported incidents are logged, and tracked for resolution. Incidents are assigned an impact level and receive technical and management attention according to the priority level assigned.

b) Incident Response and Resolution

Incidents are addressed according to the grid below to determine the projected response or resolution times. Issues occurring after business hours are "best effort", as staff may not be available to assist.

Impact Level Impact Response Time (Business Hours) Projected Resolution Time (Within Business Hours) Projected Resolution Time (External to Business Hours)
3

Critical Business Impact

Example: Connectivity unavailable to entire FHS network

Immediate 4 Next business day
2

Moderate Business Impact

Example: Connectivity unavailable in a specific area or unit

4 Hrs 8 Next business day
1

Low Business Impact

Example: Connectivity unavailable to a desktop unit

Next business day Within the next two (2) business days Within the next two (2) business days
6) Client Responsibilities

All clients using resources on the McMaster University campus network are expected to adhere to all McMaster University policies and procedures. Please refer to the guidelines in the Code of Conduct for Computer & Network Users available at: http://www.mcmaster.ca/uts/policy/netcond.htm

General information is also available above

7) SLA Review

This document will be reviewed annually or as required. This policy was last reviewed: March 2016.

Valid XHTML 1.0 Transitional Level Double-A conformance, W3C WAI Web Content Accessibility Guidelines 2.0