Service Level Agreement

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Service Level Agreement
Between eiNetwork and Library – June 2009
Revised September 2009
WiFi Service For Libraries
Background
This document describes the terms and service levels for the eiNetwork to provide “WiFi” or
wireless Internet access to patron owned laptops that are used within the libraries. This service is
made available through segmentation of the library’s network. Libraries wanting to offer this
Internet service must have network equipment that can support 802.1Q trunking. Library patrons
wanting to use this service may be required to change their computer browser and TCP/IP
settings. Printing within the library for these computers is not supported.
Terms
Any computer brought into the library by a patron or any other guest is considered part of this
agreement.
Libraries must have network equipment that can support 802.1Q trunking as specified by the
eiNetwork. If it necessary to upgrade the library’s network equipment to support 802.1Q
trunking, it will be the eiNetwork’s responsibility to provide this equipment. If the library
needs greater capacity (ports) on the network equipment, than that cost is the responsibility
of the library.
Wireless access typically requires “access point” equipment. Access points are placed
throughout the library as needed to serve as the “network” for wireless computers. The
access points require electrical power and must be cable-connected to the building network
equipment. The access points and all associated wiring costs are the responsibility of the
library. This cost can vary depending on the number of wireless access points required. The
approximate cost per wireless access point is $1000.00. eiNetwork will determine what
wireless standards are used and will assist the library with ordering the equipment.
Standard setup and configuration of the “WiFi” service and associated wireless access point
equipment within the guidelines set forth in this agreement will be provided by the eiNetwork.
Standard setup and configuration includes segmentation of the library’s network,
configuration of wireless access points to connect to the library’s network, and the ability to
allow patron computers access to the World Wide Web and Virtual Private Networks.
Custom configurations outside the standard setup and configuration of WiFi service
accommodated by the eiNetwork may be billed at the value added rate.
The eiNetwork will support network equipment that has been purchased according to
eiNetwork specifications and configured and installed by the eiNetwork. The eiNetwork does
not support or troubleshoot network equipment that fails to meet eiNetwork specifications or
that has been configured and or installed by the library or a vendor.
The eiNetwork does not provide replacement access point equipment if it fails, regardless of
whether the network equipment was purchased according to eiNetwork specifications and
configured/installed by the eiNetwork. Libraries are financially responsible for purchasing a
replacement access point in the event of a device failure. The eiNetwork may provide a
loaner access point, depending on availability, until a replacement arrives.

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