Student Computing Support Center
(walk in support for students)

Room 009 Stalker Hall

M-Th 7:30am to 7:00pm
Friday 7:30am to 4:30pm
Saturday Closed
Sunday 3:00pm to 9:00pm

Technology Assistance Group Call Center
237-2910
888-818-5465

M-Th 7:30am to 7:00pm
Friday 7:30am to 4:30pm
Saturday Closed
Sunday 3:00pm to 9:00pm



Instructional Tools Support Center
237-7000

Fall and Spring
M-Th
7:30 A.M. to 9:00 P.M.
Friday
7:30 A.M. to 6:00 P.M.
Saturday & Sunday
12:00 P.M. to 9:00 P.M.



Telecommunications
For business: 812-237-4183
To report a problem: 812-237-8000
Voice Mail Help: 237-3038

Business Hours:
8am-4:30pm M-F
Operator Services:
(while school is in session)
8am-9pm Mon-Fri
10am-9pm Sat and Sunday
(when school is not in session)
8am-4:30pm Mon-Fri

Classroom and Event Technology Support
812-237-2690
M-F 8:00am to 4:30pm
Classroom Support Hotline:
(Black Phone connected to podium)
M-Th 7:30am to 9:00pm
Friday 7:30am to 4:30pm
Saturday and Sunday: Closed


Service Area: Network Engineer Services

This service group implements and maintains the campus-wide infrastructure for the delivery of technology and technology-based services. These services are integrated to all aspects of the computing experience at Indiana State University. Primarily Focusing on Data Networking technologies, including and not limited to Wired, Wireless, SAN Fabric and management of these services.

This group works with all service areas for support of end users and devices. Standard channels to request service is to contact the OIT Technical Assistance Group (812) 237-2910 or (888) 818-5465. Specific circumstances and details are listed below in the notes.

Services OIT Service Activities Service Level
Wired Data Network Communication


 
Wired Data Network Communication Services in Campus Buildings

 
Available 24 Hours a Day-7 Days a Week with the Exception of Pre-announced Preventative Maintenance and Nonscheduled Emergency Maintenance Activities
  LAN Jack Activation – New Install 1


 
Respond Within 8 Business Hours


 
  LAN Jack – Check Jack Problem 2,3


 
Respond Within 8 Business Hours


 
  LAN Jack – Change Jack Issue 3,4


 
Respond Within 8 Business Hours


 
Wireless Data Network Communication


 
WiFi / Wireless Data Network Communication Services Throughout Campus

 
Available 24 Hours a Day-7 Days a Week with the Exception of Pre-announced Preventative Maintenance and Nonscheduled Emergency Maintenance Activities
  Wi-Fi / Wireless - Connectivity Issues 3


Respond Within 8 Business Hours



Standard Network Support




 
Report of an Isolated (Edge Network) Problem or Outage



 
During Business Hours Response - 4 Hours to Acknowledge – 8 Hours to Repair or Seek Vendor Assistance. During Non-business Hours Response by 10:00 A.M. the Next Business Day.

 
  Report of a Wide Spread Problem or Outage Impacting a Building or a Section of Campus


 
During Business Hours – 1 Hour to Acknowledge and 8 Hours to Correct.


 
  Hardware Firewall Change 4


 
3 Business Days


 
  Request for Non-Standard Services5

 
Initial Response to Schedule Consultation Within 5 Business Days

 

NOTES:

  1. New LAN Jack Installation requests are handled through the Service Area Telecommunications and will be subject to the SLA for that area. These requests are automatically routed to Network Engineer Services when ready for activation and subject to appropriate SLA above once received.
  2. LAN Jack Problems / issues that are identified as physically damaged LAN jacks or wiring, will be routed to the Service Area Telecommunications for repair and will be subject to the SLA for that area.
  3. Connectivity issues VPN, wired or wireless that are determined to be client hardware specific will be routed to the Service Areas of Faculty/Staff Office Productivity Support or Student Computing Support and will be subject to the SLA for the appropriate area. This specific SLA is designed for the support of university owned Laptops and Desktop computers along with student provided Laptops and Desktops critical to their academic progress.
  4. New Faculty / Staff request to Enable a Computer to Access the Campus Network is handled through the Service Area Computer Operations and is subject to the SLA for that area. When hardware directly replaces another piece of hardware the request should indicate the change in hardware and retain the existing IP address for the new equipment. Otherwise the new IP addresses would be subject to processing as a Hardware Firewall Change above. This also applies when relocating between buildings.
  5. Support for any services specifically not list above are handled as “best-effort”. This includes personal / consumer grade devices such as Game Systems, Streaming Media Devices, Phones, Tablets and other devices not indicated as either a laptop or desktop computer.


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Main Contact

Gillum Hall 103
Indiana State University
Terre Haute, IN 47809

Get Help:
(812) 237-2910
(888) 818-5465

Offices:
(812) 237-8439

E-mail:
it-help@indstate.edu

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