Residence Connectivity Service

This article describes the Residence Connectivity Service (MS1), part of the Service Catalogue, including details on support offering, and how to access the service.

Service Description

Provision of network services within halls of residence.

Contact type Contact(s) 
Key Business Stakeholder(s) To be confirmed
ELT lead Head of Service Management and Infrastructure
IT Service Owner(s) Network Service Manager
IT Service Manager(s)
Business Relationship Manager (BRM)KB0012310 Business Relationship Management

Standard Service offering

What IT delivers from a user perspective. IT is supporting the following business services.

MS1.1 – Provision of wired network connectivity to all student bedrooms

MS1.2 – Provision of wireless network connectivity ‘eduroam’ to student residencies managed by the University

MS1.3 – Management of all networking including cabling and fibre, switches and connectivity back to campus either using University owned or leased third party connections

MS1.4 – Network management services including University managed authentication, traffic management, security systems and fault monitoring

MS1.5 – Support for users of the network including documentation, 1st and 2nd level support

MS1.6 – Major event support for key University events

MS1.7 – Management of network infrastructure providing connectivity for building management system within University owned halls of residence

Service Support Level

The following levels of support are available to be provided (subject to agreement):

Level 1 Service - Business critical services essential to business operation, requiring a primary, secondary and tertiary contacts in application support as a minimum. IT Manager assigned.

Level 2 Service - Business operational services contributing to efficient business operation requiring a primary and secondary contact in application support as a minimum. (Infrastructure support (configuration, database, servers). IT Manager assigned (optional).

Level 3 Service – does not have any 2nd line support and will be a best endeavours approach only. Also includes any automated self-service, self-help solutions. May not have an IT Managers assigned.

How to access

The following resources help with getting access to the service:

How to use

More information about connectivity services can be found in the following articles:

Please use self-service or contact IT Service Desk for more information.

Hours of availability and support

The best way to contact IT is via the IT Self Service site ( or in person (level 10 EC Stoner).

First level support is via the IT Service Desk - The IT Service Desk availability is published in the knowledge base article KB0012259.

Second level support will be available 09:00-17:00 Mon - Fri

SLAs and OLAs

In review - to be published in due course.