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Network OperationsThe eduroam project group 2009 - 2010

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Helpdesk• AARNet helpdesk

– Use support@eduroam.edu.au email address

– Auto creates JIRA job ticket

– Email/Phone support provided

• Web presence– Eduroam coverage via

Google Maps– Services weather map (in

development)

• Standard connection process– 1. Build your Infrastructure

• 802.1X WPA Authentication– 2. Choose an Authentication Typ

e– 3. Certificates– 4. Determine your IP address allo

cation– 5. Traffic Policy– 6. Apply to join eduroam– 7. Configure a RADIUS Proxy and

get QA'd– 8. Build your local eduroam Web

page– 9. eduroam @ Home– 10. Inform the community

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E2E “federated” service monitoring

We can check all of the external services that form the federation. How do we check the service from the end user perspective?

1. Ask a local user?2. Send someone to

check the service?3. Leave a probe....

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Sheeva plugs (in final dev) to be installed at eduroam coverage areas

Service statuspublished online

in real time

Probe starts eduroam auth, results collated in dbase

Current Status• Final configuration testing with small

group of institutions due early Nov• Exchanging similar work with SURFNet

for “best of breed” solution• Expect to roll out to all participants in

2011

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Current eduroam service issues

• Too many eduroam authentication options when deploying/operating

• User software installation/use is a challenge due to service variation

• There are limited resources at institutions and AARNet

• End-to-end monitoring of the authentication service is currently in trial

• There isn’t wide spread knowledge (technical level and client level) of eduroam at many institutions.

• The service has a high dependency on institutions for its success

– Difficult to get momentum to deploy at all inst or maintain up to date central repository of information with participating institutions if eduroam is not seen as priority service

– The variation in Internet access can lead to a poor eduroam user experience, (despite reduced risk by changes to the AARNet charging model)

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Sites participating (Aus, NZ)• The stats graph is up to

date to March 2011, there are no new sites officially federated.

• New applications received (newest first).– The University of Waikato

(NZ)– Bond University– Auckland University of

Technology (NZ– Macquarie University– University of the Sunshine

Coast– University of NSW– University of Western Sydney

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Latest service utilisation graph

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Proposed eduroam service pathtime to enable Outcome Impact

CAUDIT Member / Institutional support

Helps drive coverage, use and uniformed service levels Helps deliver end user support (backed up by monitoring of the service and central service support)

Dedicated resource at AARNet

Accountable for the service operation and monitoringCan coordinate service/support/deployment needs in a timely fashion.Can drive/support further deployment/development

An operational e2e real time monitoring system

Independently tests service availability in real time and alerts to any service issues to AARNet and on the eduroam website weather map.

A captive portal solution (via Cloudpath) is being developed with CAUDIT/AARNet to user support

Address windows supplicant licencing issue.Provides open captive portals with a central site to download a working eduroam configuration for different operating systems, making local/remote support less challenging with “click and select to use….” – technical details/licencing being determined

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Eduroam support from APL OperationsSupport

• Requests will come from ITS Departments via NOC to eduroam helpdesk

• All requests to be ticketed in the eduroam JIRA ticket queue

• The eduroam helpdesk situated in the Operations Group will coordinate and resolve support requests with the appropriate home/visited institutions during business hours.

The dedicated helpdesk will

• Supporting eduroam national/regional servers with adds/moves/changes

• maintain local and international contacts• Actively monitor the service via the

eduroam monitoring platform• Provide use stats regularly• Monitor and respond to user feedback

from social platforms like FB and Twitter• Maintain the website and wiki.• Engage in technical and Policy

development with appropriate groups

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Summary

Eduroam is a great demonstrator of the “AREN”, a great collaborator and exemplar for federations.

Eduroam can reduce costs to support local & guest users visiting with their own devices; especially when overseas where roaming charges apply.

ITS Departments will continue to see support overheads grow for mobile devices, the amount of that overhead will be lower with eduroam if service variability issues can be contained.

Eduroam developments will improve the service offering – real time monitoring, dedicated central/local resourcing, implementation of captive portals for user support should limit access issues on eduroam to (a) incorrect username/password by the user or (b) user credentials not enabled for eduroam access

Eduroam services need greater deployment to all Aus/NZ universities and joint support from CAUDIT members.

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More information• www.eduroam.org – global eduroam site

• www.eduroam.edu.au - Australian eduroam site

• Eduroam group on Facebook

• Enquiries to support@eduroam.edu.au

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