Rutgers EI

Enterprise Infrastructure

Integrating Systems

NOC – Network Devices Support & Maintenance

Document managed by Network Operations

The Telecommunications Division (TD) maintains and supports the majority of network access devices on the Rutgers (RUNet) and RBHS networks.

Telecommunications equipment installed or acquired by and/or through the Telecommunications Division (TD) within the Office of Information Technology is considered a fixed asset of the building regardless of funding source, and as such part of the University building’s infrastructure.

See: Fixed Assets Policy

Network Operations Center provides the following value added services for equipment purchased through its office:

  • Inventory and stockroom management
  • Remote device monitoring services
  • Configuration management and backup
  • On-site hardware replacement services for faulty equipment*
  • OS Software updates, maintenance releases, bug fixes, and minor and major releases**

*No charge for installation services; no charge for equipment replacement either (1) covered under the TD Cisco SmartNet contract or (2) Cisco devices with a lifetime warranty or for (3) Cisco RUWireless access points.

Department is responsible to fund (1) new devices (unless funded through Facilities as a construction project); and (2) replacement devices for non-covered equipment.

**For covered devices only.

This document does NOT apply to Wireless devices.
See: RUWireless Support


Cisco & Juniper devices:

For our core network devices, Layer 3 building devices (routers) and aggregation devices, TD maintains maintenance agreements. This maintenance agreement provides 8×5, next business-day replacement coverage.

Layer 2 devices (network access switches) are managed through a TD sparing model. Some models are covered via lifetime warranties. Equipment is also managed through a TD sparing model.

Some security appliances providing VPN services are centrally managed by TD for remote RBHS locations. These devices should be covered by a Cisco SmartNet maintenance agreement. This maintenance agreement provides 8×5, next business-day replacement coverage.


Should you have any questions regarding the status of specific equipment in your area, contact the Network Operations Center (NOC) at 848.445.7541 or noc@rutgers.edu.


Support Description Details:

  1. Existing TD-purchased layer 2 (network access switch) device(s) purchased through TD: Equipment will be replaced via (1) SmartNet (if applicable); or (2) as required through the TD sparing model and/or lifetime warranty.
  2. New Project-purchased Cisco Layer 2 (network access switch) device(s) purchased through TD: Cisco access devices purchased through TD after July 2010 may include lifetime warranty coverage. Customer may elect to pay for SmartNet coverage.
  3. New Project-purchased security appliances providing VPN services purchased through TD: Equipment will be replaced via (1) SmartNet (if applicable); or (2) as required through the TD sparing model and/or lifetime warranty.
  4. Existing Project-purchased Cisco Layer 2 (network access switch) device(s) purchased through TD: Departmentally/project-purchased Cisco devices without (1) SmartNet coverage and/or (2) a lifetime warranty do not have replacement coverage. TD will maintain and monitor this equipment.
    Should the device fail, the department will be responsible to fund the device replacement. Upon receipt of the replacement device, TD will provide on-site replacement services. Please note this could result in 3-15 days without service during the time a purchase order is processed and equipment is received.
  5. New server room/data center Layer 2 (data center infrastructure) : Department/local IT representative (customer) is responsible for installation and day-to-day management of server room/data center switch access devices (maintenance, upgrades, configuration, replacement.)

Replacement coverage:

Several Cisco access devices have lifetime warranties:

Cisco 3560X device 10-day replacement coverage upon receipt of the return.

Cisco 4500X series has 10-day replacement coverage upon receipt of the return.

For specific SmartNet device information, see:

Cisco SmartNet Device Details

*Enhanced Limited Lifetime Hardware Warranty (WARR-ELTD-LIFE-HW). TD will maintain and monitor this equipment. Should the device fail, TD will provide a spare in advance of receipt of the replacement device and TD will provide on-site replacement services.


Sparing Options:

A department has the option of purchasing spare(s) for its area. The department can maintain the spare(s) device(s), or TD can manage those devices through its inventory system and secure stockroom. This would provide the department with the ability to have same-business day replacement of a non-covered faulty device. Please contact the NOC to discuss sparing options.


TD does not support equipment purchased outside of TD.

For Cisco SmartNet description, see: Cisco SmartNet


For information regarding Power Over Ethernet, see:

Network Access Device – Power over Ethernet (PoE) Support