Service Description

The residential Network (ResNet) service provides you with:

1. A single Ethernet outlet in your bedroom through which you may connect a computer to the Internet using an RJ45 ethernet cable. The location of this port is not moveable.
2. The shared Internet bandwidth is totally dependant on how many other users are online at the same time and what they are doing. The capacity of the connection to your accommodation is based upon 512/128 kbps (Download/Upload) shared with other users at a contention ratio of 50:1.
3. A single IP address issued by the Masterpoint DHCP servers.
4. A maximum weekly download limit of 2 Gb, approximately 8 GB per month. This is imposed in order to facilitate fair and equal access for all Masterpoint Service users; and prevent a small number of users from utilising the majority of the bandwidth available to the Masterpoint service.
5. The ability to connect computers running Windows 2000,98,Vista, XP, Mac OS 9 or above, or Linux.
6. Access to Masterpoint staff who will assist you in configuring your computer to connect to the network and access the internet.
7. A Student Help Desk to assist you in configuring your computer to connect to the network. This is located at the Masterpoint Engineering Ltd offices. Please contact the Student Help Desk by telephone on 0870 444 5817, or by calling *6 from a Masterpoint telephone or by e-mail on support@masterpoint.co.uk
8. On site support staff who maintain the network and can visit you on request to help configure a computer and establish a connection to the RESNET.
9. Free use of the support web site at (http://www.uolhelp.co.uk)
10. For students, a single RESNET connection is provided in their room within Hall of Residence. The location of this port is not movable.
11. For wardens and sub-wardens living on campus, a single RESNET connection is provided in their accommodation. Although there may be more than one physical outlet in their accommodation, only one will be a live connection to RESNET. The member of staff can choose which one of any available physical ports is the active port. All requests must be logged with the Student Helpdesk.

The Residential Network Service does not provide you with:

1. The ability to connect a computer running an old version of Windows (e.g. 95 or ME).
2. The ability to be able to connect more than one computer, or registered network device at a time through any given outlet. (Extending the network by using hubs, switches or wireless access devices is strictly prohibited).
3. A direct connection to the main campus network.
4. Networked printing in the halls of residence.
5. The RJ45 ethernet cable between your computer and the outlet.
6. Completely unrestricted access to the Internet. Access will be subject to the prevailing firewall and security policies.
7. Support to fix faulty computers or software applications, which are not supported or are not directly related to accessing the network and the internet.
8. Support or repair of faulty computer hardware.

Unacceptable Use of the RESNET:

In order for the RESNET to function effectively it is essential that all students using RESNET abide by the terms and conditions as laid out in the Acceptable Use Policy (AUP), available to view at Acceptable Use Policy.

In brief, in order for RESNET to function effectively, detrimental activity such as excessive bandwidth usage will result in the RESNET connection in your bedroom being blocked and a reconnection fee being charged.

Continuous use of peer-to-peer file sharing programs or the continuous downloading of files can result in heavy bandwidth usage. Masterpoint consider 2 Gb per week, this is approximately 8 Gb per month to be reasonable individual bandwidth utilization.

In addition to this, it is extremely important that you properly maintain your computers and operating system and install appropriate and up to date anti-virus and anti-spyware software. You can find links to free applications on our links page.

Please familiarise yourself with the RESNET Acceptable Use Policy together with this document, as both provide essential information regarding the appropriate / acceptable use of the RESNET service.

If at any time you are in doubt as to whether an activity you wish to engage in is prohibited, please call the help desk by dialing *6 from your room telephone who will be happy to provide guidance or clarification.

By following these rules, you will help to make the RESNET a reliable and efficient means of accessing the invaluable source of information that the Internet provides. The RESNET Acceptable Use Policy details full information. However, examples of unacceptable behavior are detailed as follows:

1. Abuse of Masterpoint Staff.
2. Use the RESNET to gain, or attempt to gain, illegal or unauthorized access to data.
3. Pass on the RESNET to others, whether for commercial gain or free of charge.
4. Connect machines running server operating systems or services (including for example DHCP, DNS, web servers, etc) to the network connection provided in your room.
5. Cause disruption to the normal operation of the network (internal or external) or to any devices connected to it.
6. Use the RESNET for any activities that bring Masterpoint or the University into disrepute.

Consequences of Acceptable Use Policy Breach are as follows:

If you engage in any activity prohibited by the AUP, it will result in your removal from the network by the port in your bedroom being blocked/disconnected. The duration of the disconnection will depend on the type of prohibited activity engaged in.

The following disconnection periods and reconnection charges apply:

1. Viruses: A £35 reconnection charge will apply for reconnection after the third disconnection due to virus infection. There is no defined period of disconnection – once the virus threat has been removed, reconnection can be sought immediately.
2. General Misuse: A £35 reconnection charge to be paid and a 14 day disconnection period.
3. Copyright Abuse: A £60 reconnection charge to be paid and a 28 day disconnection period. Copyright abuse relates to the illegal downloading and distribution of copyrighted material irrespective of the mechanism used to do so. This is a serious offence, and the law is quite specific in this area and ignorance of the illegality of this activity is not a legitimate defence.
4. Network Abuse: A £75 reconnection charge to be paid and a 35 day disconnection period. Examples of network abuse include, but are not limited to, port scanning, connection of hubs, switches, wireless access points, routers, and connecting unauthorized servers to the network connection in your room. Severe cases may result in the permanent removal of access to the RESNET for the remainder of the year, for example where serious illegal activity has taken place or where repeated breaches occur under the terms of the AUP.
5. Excessive Bandwidth Usage: A £35 reconnection charge will apply for reconnection after the third disconnection due to excessive bandwidth usage in any 12 month period. Excessive bandwidth usage is defined as repeatedly exceeding the 2Gb download or upload limit per week. Further details on bandwidth usage and procedures are detailed below.

Bandwidth Usage

The internet service is a contended service which means the available bandwidth is shared between users on the network. Whilst this provides the most efficient use of available bandwidth it means excessive or high bandwidth usage will adversely affect the internet experience of other users.

Therefore in order to provide a fair and equitable service to all users the following approach is taken on bandwidth usage.

Masterpoint consider 2Gb per week, which is approximately 8Gb per Month to be a reasonable internet usage. We do appreciate that users needs vary on a week by week basis.

Masterpoint report on users that exceed this 2Gb limit on a weekly basis dealing with the highest users as a priority. Depending on the level of bandwidth used and the frequency with which limits are exceeded we identify users as heavy or high users and we may suspend their internet access.

If your Internet access is suspended you will be redirected to an information page when you open your internet browser. This will explain why you have been disconnected and possible causes. Once you have followed the instructions on this page you will need to contact the Masterpoint help desk on *6.

The help desk operative will make an appointment for a Masterpoint engineer visit you to discuss bandwidth usage and may wish to check your computer for viruses, spy ware or other mal ware. Once the engineer is satisfied your computer is clear of any malicious software and you understand the reasons for your disconnection he will arrange for the reactivation of internet access with in 48 Hours. Please note users that are repeatedly disconnected in this way will be subject to a £35 reconnection charge.

Users with excessive use, which is exceeding 25Gb in any one week period may be immediately disconnected.

Service Levels and Targets

Masterpoint aims to meet the following service levels and targets for users of the RESNET:

• The helpdesk is open from 09:00 to 17:30 Monday to Friday.
• Full support hours for the service are 09:00 to 22:00 Monday to Sunday.
• A reduced level of support is available during extended support hours. During this time, response will be limited to major outages.
  • 07:30 to 09:00 and 17:30 to 22:00 Monday to Friday (excluding Bank Holidays) and 08:00 to 20:00 on weekends (Saturday and Sunday)
• Where a ‘planned non-availability’ is required for essential maintenance this will be scheduled whenever possible between 09:00 and 12:00 on a weekday morning.
• If your connection appears to be faulty Masterpoint aims to fix single events within the targets defined in the following table.

Notes:

1. These response times require that you have given suitable contact information and remain contactable.
2. These response times also require that you allow access to your room and computer equipment and make yourself available to the Masterpoint engineer at the time specified.
3. These response and fix times are in respect to the provision of the internet service to the network outlet in your room. They do not apply to problems that are specific to your computer as this is beyond our control.