ITS will do everything possible to ensure that your DSL connection works consistently and properly. However, there are limitations to the level of service we can provide.
USC DSL users will be provided with DSL hardware (either a DSL modem/bridge or router), a DSL line and an USC IP address which will allow the user to access general USC resources. A USC DSL installation is considered successful when the DSL hardware and line are working properly to the extent that network traffic can reach the DSL modem/router without significant loss of data. ITS will only support the DSL hardware and connection provided at the time of installation.
Please note that your actual download/upload speeds may not reach the speed requested. Typical DSL speeds only reach about 80% of the ordered speed. For example, a user with 384Kbps service can expect an average download speed of 280 to 300Kbps. For a detailed explanation regarding DSL speeds, see the article posted at dslreports.com.
Service Downtime
If you should encounter a problem with your DSL line, router or connection in general, please contact ITS at (213) 740-5555 or here. Please keep in mind, however, that ITS does not offer 24-hour support. Any questions or problems you may have outside of general business hours will be handled immediately the next business day.If ITS cannot identify or resolve the problem with your DSL service, we will open a trouble ticket with our DSL provider. The provider has made a commitment to USC to respond to every trouble ticket within 24 hours. However, depending on the complexity of the problem, it may take longer than 24 hours to reach a resolution. If a ticket is opened for your DSL service, you may be asked to be available for testing or for a technician to come out to your location.
The DSL provider is responsible for maintaining the general DSL network between USC and a user's location. If the provider notifies ITS of scheduled maintenance that may result in a disruption of your DSL service, whenever possible ITS will notify you.
Policies and Security
ITS expects each of our users to be familiar with and to follow the policies and guidelines set forth by the University and ITS. You, as a user, are responsible for your own computer's security and for the security of any other device you may use with your DSL service. Use of an anti-virus program is highly recommended.
Applications and Resources
All the applications and resources that you intend to use or access via your DSL service may not work to your expectation. Access to proprietary or non-ITS supported servers, networks or resources cannot be guaranteed. ITS will only support applications or operating systems listed on our supported software page within the parameters listed.
Hardware
While there are no general restrictions or system requirements for using DSL, not all computer systems or devices will work with USC DSL service. Neither the DSL technician who performs a service call nor ITS will configure a computer system for DSL use; an explanation and guide to the DSL set up is posted here. ITS will not install an ethernet card in any user's system, and the user will be responsible for the performance of his/her ethernet card.Support for video conferencing hardware, hubs, additional routers and other networking hardware that may be used with the DSL service is not available. ITS will only support the DSL hardware that is provided by ITS and/or the DSL provider at the time of installation. Concerns about hardware compatibility should be directed to the hardware manufacturer.
If you have any questions about this support page, please contact ITS at (213) 740-5555 or at consult@usc.edu.