When I read the uiowa wifi SLA link, I can't help but think it's boarding on an
excuse, rather than a true SLA between the service operator and the customer.
Don't misunderstand, there are technical limitations to WiFi, but we can also
engineer around many of them assuming the organization considers the service
strategically important to its mission and invests appropriately. If one isn't
sure if it is strategically important, I would spend a little time perception
checking within one's organization including sr. leadership. I've run across
many education organizations that will state WiFi is of strategic importance,
but their capital investment per FTE is often significantly lower than their
investment in say general software licensing. It goes without saying, if the
organization is spending $300/FTE on software licensing and only $50/FTE on
capital investments in WiFi, it's likely there is a misalignment between
strategic importance and funding.
I've also run into many an organization that invests oddly in WiFi. They under
capitalize the infrastructure but have 3-4 WiFi engineers that spend all their
time trying to work around the under investment. Imagine reducing the number
of engineers from 4 to 1 and investing that $300-500K per year in WiFi
infrastructure and assurance tools. It seems obvious, but sometimes
self-preservation within a service organization can get in the way of solid
service/business decisions.
Before going down the road of defining what constitutes "good wifi," it would
be beneficial for folks to understand their current state, including the
creation of an SLA around what you already have. Parallel to this, meet with
your customers to understand their needs, develop a new SLA, get leadership buy
in, and out of that will come the answer for what constitutes "good wifi" to
your organization.
Lastly, even a basic SLA can be immensely helpful in tempering the divide
between what you have and what someone expects. As an alternative to
techsplaining away the service quality issues, your customers know exactly what
the service is and is not, including by location. Imagine something as basic
as:
Residential Hallls
* Dense deployment of WiFi. Designed to meet the demanding needs of
high-def steaming and gaming.
* Design assumes an average of four devices per resident.
* Minimum of one access point per every other room.
* Near equivalent to a gigabit wired port.
Academic Spaces
* Classrooms
* Support for interactive applications
* Designed for twelve FTE per access point
* Minimum of one access point per classroom
* Minimal support for high-def streaming outside of instructor or
in-room conferencing
* Conference Rooms
* Study Spaces
Outdoor Spaces
* <Named outdoor space>
* Designed for coverage
* Basic email, texting
* Reliable streaming unlikely
Best,
Jeff
From: The EDUCAUSE Wireless Issues Community Group Listserv
<[email protected]> On Behalf Of LaPorte, David
Sent: Friday, September 24, 2021 2:07 PM
To: [email protected]
Subject: Re: [WIRELESS-LAN] [EXTERNAL]Re: [WIRELESS-LAN] [External] Re:
[WIRELESS-LAN] Wi-Fi expectations/service levels and validation
You don't often get email from
[email protected]<mailto:[email protected]>. Learn why this is
important<http://aka.ms/LearnAboutSenderIdentification>
Yes, thanks to you and all who have responded. It's been good to hear that
we're not alone in finding this exercise very challenging, and it's been great
to see some of the great pages and thoughts provided. I'll be sure to share
what we come up with.
Have a nice weekend!
Dave
-
David LaPorte
Harvard University Information Technology
P: (617) 496-3446
From: The EDUCAUSE Wireless Issues Community Group Listserv
<[email protected]<mailto:[email protected]>>
on behalf of Sullivan, Don <[email protected]<mailto:[email protected]>>
Date: Friday, September 24, 2021 at 2:56 PM
To:
[email protected]<mailto:[email protected]>
<[email protected]<mailto:[email protected]>>
Subject: Re: [WIRELESS-LAN] [EXTERNAL]Re: [WIRELESS-LAN] [External] Re:
[WIRELESS-LAN] Wi-Fi expectations/service levels and validation
I appreciate you sharing this also. Nice writeup.
Don Sullivan
Network Administrator
Technology Services
205-726-2111<tel:+1205-726-2111> | office
[email protected]<mailto:[email protected]>
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From: The EDUCAUSE Wireless Issues Community Group Listserv
<[email protected]<mailto:[email protected]>>
On Behalf Of Besko, Lisa
Sent: Friday, September 24, 2021 13:29
To:
[email protected]<mailto:[email protected]>
Subject: [EXTERNAL]Re: [WIRELESS-LAN] [External] Re: [WIRELESS-LAN] Wi-Fi
expectations/service levels and validation
Thanks for sharing that, Neil. It's a good write up.
From: The EDUCAUSE Wireless Issues Community Group Listserv
<[email protected]<mailto:[email protected]>>
On Behalf Of Johnson, Neil M
Sent: Friday, September 24, 2021 1:45 PM
To:
[email protected]<mailto:[email protected]>
Subject: Re: [WIRELESS-LAN] [External] Re: [WIRELESS-LAN] Wi-Fi
expectations/service levels and validation
We often refer people to this document penned by my predecessor when they try
to do things like have an auditorium of students all connect to Zoom and then
complain about the WiFi.
https://its.uiowa.edu/support/article/2790<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.com%2Fv3%2F__https%3A%2Fits.uiowa.edu%2Fsupport%2Farticle%2F2790__%3B!!HXCxUKc!jr3Zq9t2XdCg14wqO3EufaYVyW2EtU248J9eOcUFuviAll7KenZ-KY0COV6k%24&data=04%7C01%7CJeff%40scrippscollege.edu%7Ca2fcd0e464904972c7b608d97f9f3cde%7C47274664281d4e3282489661a922b78c%7C0%7C0%7C637681144178848230%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=%2Fmc6DC9xspyiMQtlSoHkrxlBggIHEdUHi7g7jJdCsHI%3D&reserved=0>
-Neil
--
Neil Johnson - University of Iowa
From: The EDUCAUSE Wireless Issues Community Group Listserv
<[email protected]<mailto:[email protected]>>
On Behalf Of Enfield, Chuck
Sent: Thursday, September 23, 2021 4:02 PM
To:
[email protected]<mailto:[email protected]>
Subject: [External] Re: [WIRELESS-LAN] Wi-Fi expectations/service levels and
validation
The jury is still out on whether there is such a thing as good WI-Fi..
From: The EDUCAUSE Wireless Issues Community Group Listserv
<[email protected]<mailto:[email protected]>>
On Behalf Of LaPorte, David
Sent: Thursday, September 23, 2021 4:33 PM
To:
[email protected]<mailto:[email protected]>
Subject: [WIRELESS-LAN] Wi-Fi expectations/service levels and validation
Hi All,
Coming out of a very rough fall semester start that left many of our users
suffering with "bad" Wi-Fi, we've since (understandably) been asked what
constitutes "good" Wi-Fi. We have not previously published information to our
community on what they should expect or on how they can validate those
expectations. Does anyone have any knowledge articles or links they could
share?
Thanks!
Dave
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