Service Charter

Introduction

readingConnect is a University of Reading service that provides a managed network connection to hall study bedrooms delivering broadband access to the University campus data network and the Internet. The network has been engineered for future as well as current uses. It is capable of delivering broadband services such as streaming audio and video. We want Reading students to benefit from an educational and social experience that is enhanced by access to the very best electronic information and learning resources. The network is the foundation on which we can deliver that vision.

readingConnect commits to:

• Provide a managed local area network and continuous broadband access to the Internet via the JANET network
• Monitor the network for 24 hours a day throughout the year to minimise loss of service
• Provide a help service, contactable at www.readingconnect.net/help or by telephoning  (0118) 378 4444, University extension 4444,  to assist with hall study bedroom connection problems.  Other IT problems should be directed to ITS Help, contactable at www.reading.ac.uk/its/help or by telephoning (0118) 378 6262, University extension 6262
• Provide support staff (readingConnect Assistants - RCAs)   able to visit hall study bedrooms to assist with connection problems
• Provide extra support at the start of year to ensure residents can connect in the shortest possible time
• Provide, in conjunction with the hall wardens and managers, individual assistance for students with special needs
• Handle complaints and feedback promptly
• Report to a User Group of representative residents and halls' management
• Listen to your ideas for new network services

What you must commit to:

• Ensure your computer has an Ethernet Card with an RJ45/UTP type connector
• Ensure your computer is adequately maintained and secured against attack by hackers, worms and viruses. Further information is available in the Safeguard your PC document
• Ensure that faults or damage to the connection port in the room are reported to the readingConnect help service promptly
• Observe the readingConnect Acceptable Use Policy
• Quote your university username and other relevant contact details when you contact the help service