Customer Service Agreement (CSA)

This CSA outlines the level of service that residents should expect of ResNet staff and the level of cooperation that ResNet staff expect from residents. ResNet staff depends on each resident for information critical to the resolution of any problems residents may have with their ResNet connection. On occasion, ResNet staff are also required to visit residents in their room. This agreement has been created in recognition of these facts.

1. ResNet Staff Obligations
   1. Access to Rooms: During a technical support appointment ResNet staff will enter a resident's room only if the resident is present. ResNet staff will not touch or disturb a resident's personal items except as minimally needed to access the resident's data port and computer. Some problems may require staff from other areas of the University to enter a resident's room/apartment to repair a network problem, such as fixing the data port or wiring in a room; in such cases, they will follow all appropriate guidelines set forth by the Department of Housing and Residence Life for other routine maintenance
   2. Connectivity: ResNet will provide each resident in a ResNet-equipped area with a working connection to the UWF network and, through the University network, to the Internet.
   3. Professionalism: ResNet staff will act in a professional manner and always:
      1. Treat residents with courtesy.
      2. Keep appointments punctually or give ample notification if rescheduling is necessary.
      3. Respect residents' privacy.
      4. Provide contact information and, if requested, contact information for their supervisor.
   4. Technical Support: The primary support role of ResNet staff is ensuring that each resident's computer is properly connected to ResNet in a safe and secure manner. ResNet staff will do their best to answer other computer-related questions and provide guidance and advice within the limits of their limited time and scope of support. With the exception of network cards or related software, ResNet staff will not perform hardware or software troubleshooting, repairs, or configuration.
   5. Response Time: ResNet staff will respond to requests for help or information within one business day or as soon as possible after the initial request for assistance. If an on-site visit is required, an appointment will be scheduled at that time. This response time may significantly increase during the first weeks of each semester or other times when there is a large demand for assistance.
2. ResNet Subscriber Obligations
   1. Appointments: Residents will be present for the duration of any scheduled appointment. If the resident leaves their room, the appointment will end. Unless the resident and the ResNet staff member have negotiated otherwise, the maximum duration for any one appointment is 30 minutes.
   2. Minimum system requirements: Although there are no formal system requirements for ResNet, some computers, particularly older ones, may not function on ResNet. ResNet staff will do their best to connect all residents' computers to the network but reserve the right to deny service to particularly old or problematic computers or those that have pre-existing non-network-related problems.
   3. Notification: Residents will notify ResNet staff of problems by contacting the ITS Help Desk via e-mail at helpdesk@uwf.edu or phone at 474-2075. In the unlikely event that the Help Desk can not be reached, ResNet staff can be contacted directly at resnet@uwf.edu or by calling 474-3102.
   4. Privacy: Recognizing that ResNet staff members are also students, residents are requested to confine contact with ResNet staff to the hours between 9 a.m. to 9 p.m. Contact outside of these hours must be agreed to beforehand, preferably as a formal appointment.
   5. Security: Computers connected to ResNet are in turn connected to millions of computers around the world. Residents have a responsibility to protect themselves and others by following computer security guidelines such as:
      1. Installing and maintaining up-to-date anti-virus software (available free to UWF students on SoftServ).
      2. Ensuring their computer's software and operating system are up-to-date.
      3. Using strong passwords on all user accounts and never giving them out to others.
      Residents that need further guidance or help securing their computer are invited to make an appointment with a ResNet staff member.
   6. Work Environment: Residents are requested to help minimize distractions while ResNet staff are assisting them by making their room a work environment conducive to providing technical support (lowering loud music or loud conversation, removing offensive screen savers and desktop backgrounds, etc.).
3. Connectivity Caveats
   1. Not all computers are designed to be connected to a network such as ResNet. Despite the best efforts of ResNet staff, there will be computers that are incompatible with the hardware and software necessary for ResNet.
   2. The University of West Florida campus network attempts to run 24 hours a day, 365 days a year. Service is occasionally disrupted for maintenance and repairs. Scheduled maintenance will be announced on the ITS webpage on the left-side under "Alerts". Residents are responsible for checking the ITS webpage when they anticipate a need for network access during a particular time.
   3. Unscheduled network outages also occur occasionally. If a resident loses their connection to the network, they are encouraged check ITS webpage on the left-side under "Alerts" or contact the ITS Help Desk at 474-2075. All connection problems will be fixed as quickly as possible with failures affecting multiple rooms or buildings receiving the highest priority.