Knowledge Base

The Master’s University IT department provides guests with wireless network access as a courtesy for campus visitors. This Service Level Agreement (SLA) — an addendum to the IT Operations SLA — defines IT Services' support scope for guest WiFi, sets expectations for hosting departments, and outlines how guest WiFi inquiries are handled.

This SLA applies to:

- All campus guests and visitors seeking wireless internet access during their time on TMU’s campus

- All TMU departments, faculty, and staff who host, schedule, or coordinate events or visits involving guests

- The IT Service Desk and its responsibilities related to guest WiFi support

All other constituents are served under the separate IT Operations SLA.

Any TMU department, faculty member, or staff member who schedules or coordinates a guest’s presence on campus assumes the following responsibilities:

- Obtain the current TMU-Guest connection instructions from IT Services at least one business day before the guest’s arrival 

- Distribute WiFi connection instructions to guests in advance of or upon their arrival

- Serve as the first point of contact for guests who experience difficulty connecting to TMU-Guest

- Escalate to IT Services only when the issue cannot be resolved using the provided connection instructions

Hosts are accountable for ensuring their guests have the information needed to connect to WiFi. The IT Service Desk is not resourced to provide individual connection support to campus guests and will redirect guest inquiries to the appropriate Host.

     b. IT Services

In terms of guest WiFi assistance, IT Services will support the following for campus guests and visitors:

- Providing connection instructions to Hosts

- Updating or maintaining the TMU-Guest network infrastructure

- Resolving network-wide outages affecting TMU-Guest

- Assisting Hosts who cannot resolve a guest’s connectivity issue after following the provided instructions

IT Services will not support the following:

- Direct individual WiFi support to guests or visitors

- Providing network credentials or configurations beyond what is included in the standard guest instructions

- Guaranteeing connectivity for any specific guest device or use case

If a Host has followed the provided connection instructions and a guest’s WiFi issue remains unresolved, the Host (not the guest) may contact the IT Service Desk for further assistance. When escalating, the Host should be prepared to provide:

- A description of the issue and the steps already attempted

- The type of device the guest is using (e.g., Windows laptop, iPhone, etc.)

- The location on campus where the guest is attempting to connect

- The nature and duration of the guest’s visit

The IT Service Desk will assess the situation and assist as resources permit. Guest WiFi Support requests will be classified as “Low” level tickets, and ticket response times will be handled per the IT Operations Service Level Agreement. 

The IT Service Desk is available to assist Hosts with WiFi instructions and escalations during the following hours:

- Monday–Friday: 8:00 AM – 5:00 PM (Pacific Time)

- Chapel Services (Monday, Wednesday, Friday, 9:00 AM – 10:30 AM): Walk-in support is unavailable; phone and email support may experience brief delays

- After Hours and Weekends: Requests submitted outside business hours will be addressed on the next business day

Contact Information listed below:

- Email: servicedesk@masters.edu

- Phone: 661-362-2876 (during business hours)

- Walk-In: Wismer Technology Center, Modular Building #8, behind Vider Hall

By connecting to the guest network, all guests are subject to the terms and conditions outlined in TMU’s Guest WiFi Acceptable Usage Policy. TMU reserves the right to restrict or revoke guest network access at any time without notice. Departments with questions about this SLA or the guest WiFi process, or who would like to discuss arrangements for a specific event, are encouraged to contact the IT Service Desk.