RAS Support Policies


RAS Request Procedure

To obtain RAS, a person must have a valid UWSP logon and password and an email address at which they can be contacted. 

  • Current Faculty and Staff may request RAS via a Work Order to IT.  
  • Disabled Students should contact John Timcak, Director of New Student Programs & Disability Services, if RAS is needed.
  • Grad Students and Student Employees, whose advisors/employers have deemed RAS necessary for the completion of job duties, may obtain RAS access if requested by the Employer via a Work Order to IT. 
  • Retired UWSP Faculty and Staff who have RAS access at the time of retirement may continue access by contacting the Help Desk or the Postmaster.  Retired UWSP Faculty and Staff who currently do not have RAS, or a UWSP logon and password, must contact the Department Information Manager (DIM) for their department who must enter the retiree into the Campus Information Maintenance System (CIMS) as either Emeritus or as an Affiliate.  Click here for a list of all DIMS.  The DIM will be notified when a logon and password has been created.  The DIM can then request RAS access for the retiree via a Work Order to IT.  The DIM will be responsible for removing the retiree from the CIMS if the retiree no longer desires services.

Scope of Support


Modem Pool

IT will make reasonable efforts to maintain the modem pool functionality.   Problems with the modem pool will be treated as a Priority 2 request.


Individual Computers


Connectivity Self Help

IT will provide documentation to users so they can configure their home machines to connect to RAS.  The Help Desk will be available during regular hours to answer questions and assist with troubleshooting if possible.

Connectivity Troubleshooting

If a machine cannot be configured to connect to RAS by the user in their home, the user must bring the machine to Information Technology to have a service technician troubleshoot the problem.  Information Technology staff will make a reasonable effort to set up the machine for RAS connectivity.  If it is determined that a problem with the hardware or software on the computer is preventing connection, the user must seek outside repair.  If RAS cannot be set up in a reasonable amount of time, the user may be told that RAS will not work on their computer.  The user will be contacted when they can pick up the computer again.  Requests for service to personal computers for RAS connections will be treated as a Priority 4 request. (Note:  users just need to bring in the CPU (computer box) and the modem (which is usually inside the CPU), not the mouse, keyboard, or monitor.)  

Hardware/Software Repair

Information Technology cannot repair the hardware or software on a personally owned computer.  An outside repair technician will need to be hired by the individual at their expense.

Note:  Information Technology cannot make house calls.  Users must bring their CPU to Information Technology for repair.

Responsibility of the User

Adhere to Network usage policy. Provide Information Technology with a valid e-mail address. Read messages from Information Technology regarding RAS. Respond to requests from Information Technology by changing settings, changing passwords, etc. when asked to do so.

Refusal of RAS Service

RAS Service can be removed if the user does not follow through on their responsibilities.  Examples follow:

  • Policy is violated for example personal business for profit is conducted using RAS.
  • Policy is violated for example a user connects to RAS for excessive amounts of time and will not limit time after requested to do so by Information Technology.
  • Instructions from Information Technology are not followed and in-correctly configured machines are attempting to use RAS.
  • Logon passwords are not changed after users are asked to do so.

Disclaimer

RAS policies and procedures may be changed or revised at any time.  RAS support is provided as a service to the University Community but not at the expense of On-Campus computing which will be given a higher priority.