Silver Support Level

Please Note: Silver level support will no longer be available to new customers starting in FY17. 

Each unit on the main Athens campus is required to maintain at least the Bronze Support Level. However, the Silver Support Level extends EITS support for departments to all network components up to and including the wall jack by including:

• Monitoring and support for the customer's IDF switching equipment (as long as the IDF equipment complies with the UGA Networking Equipment Standards).
• All centralized wireless support (student and administrative).
• Replacement of defective or broken physical network components (wiring, wall jacks, etc.).

It is the responsibility of the department to:

• Report all network outages to the EITS Helpdesk (706-542-3106)
• Agree that problem identification and resolution for issues outside the scope of this support level will be charged at the current rates.
• Provide a departmental representative to guide EITS staff through the building as necessary during troubleshooting and problem resolution.
• Provide EITS staff access to work areas as needed to resolve issues.

It is the responsibility of EITS to:

• Provide support of communications from the client's wall jack through the UGA Core Network, Peachnet Internet Service, Internet2 and Southern Light Rail Service for supported networking equipment (currently Foundry/Brocade).
• Provide the customer with a resolution plan regarding the network issue and document this plan in the EITS Remedy problem tracking system for the client's reference.
• Provide additional network problem resolution, monitoring, and engineering beyond the scope of the Silver Support Level at the current rates.