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Re: To Shape or not to shape - shaping by behavior

daemon@ATHENA.MIT.EDU (Andrew Wolf)
Tue Dec 4 10:39:59 2012

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Message-ID:  <D6AE4526AE192B4592161988CA31B8FC2356C5CD@maildb.wfo.linfield.edu>
Date:         Tue, 4 Dec 2012 15:39:17 +0000
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
From: Andrew Wolf <awolf@linfield.edu>
To: RESNET-L@LISTSERV.ND.EDU
In-Reply-To:  <AFF7E56B606814458FDD73793322334935F4C283@SV-EXCMB-01.principia.local>

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Usage will continually increase to use all available bandwidth..... does an=
yone remember when 40 Meg Hard drive was so enormous that you couldn't unde=
rstand why you would ever need more than that?
For anyone interested in behavior-based shaping -  here a few observations =
that I've compiled.  I'm sure there is much more scientific data out there;=
 these are strictly my observations and opinions.  We are running a NetEqua=
lizer with 300 Mbps Metro-E pipe;  Residential College with ~3500 active us=
ers, ~6-8k active devices; entire campus shares the same pipe. "Bandwidth P=
ools" are used for Resnet, Admin, Public, and the server farm - all email, =
distance learning, web servers etc. are hosted internally.

About 12% of our student users are the 'problem' users from either a bandwi=
dth hog perspective or massive connections perspective.  I don't know if th=
ey are aware of it; I'm sure some of them are. The bulk of our users don't =
make a massive number of connections; and they don't use a great deal of ba=
ndwidth.  We have implemented connection limits on both the wired and wirel=
ess users, wireless users are allowed 20 (10up/10down); wired are 30(15/15)=
 and the gamer network users are allowed 60 (30/30)  -  This has been in pl=
ace for over a year now and has probably been the single most effective too=
l for cleaning up the bandwidth usage.  By eliminating superfluous connecti=
ons, (most end users don't even realize that their machine try to make thes=
e many connections) our overall internet pipe runs much cleaner simply by p=
utting these limits in place. Our equipment tracks each connection and keep=
s each user within the limits.  To be clear, these "connection limits" cann=
ot be compared to connections showing in your firewalls - Our Netequalizer =
only tracks connections that have been active in the last second or two; no=
t the 5 min averages that you see in connection tables in the firewalls.  8=
8% of our users doing 'normal' browsing and internet use keep well under th=
ese simultaneous limits.  Our P2P file sharing is almost non-existent since=
 the connection limits were put in place; our copyright notice count is dow=
n to 1 in the last year. We still have a few problem children who insist on=
 skirting the limits by using a hosted VPN tunnel; but they have to spend m=
oney to do so. These VPN tunnels also get caught as "bandwidth hogs" and ge=
t slowed down when bandwidth saturates.  Keeping connection limits further =
tightened down on wireless users has improved wireless performance a great =
deal.



Using "bandwidth pools" allows end user performance during non-peak times t=
o be absolutely stunning.  Rather than restricting users to a rate cap, poo=
ling a group of IP addresses to a maximum combined rate allows individuals =
to take advantage of the performance available. When bandwidth hits approx.=
 85% of the pool limit, those users that are identified has "Hogs" (using o=
ver 2 Mbps in our case) begin to get slowed fractionally until their usage =
slows down a bit to keep it fair for everyone.  Most end users don't even n=
otice this slowing, unless they are downloading very large files and are mo=
nitoring their usage.  Since the sending end (in case of a download) is unp=
redictable in their sending rates, the end users receive as fast as possibl=
e, while allowing everyone that same general user experience.   Further, sm=
all bandwidth users (even those using Skype) who are under the "Hog" minimu=
m, continue untouched by the NetEqualizer - since this is on an IP to IP co=
nnection basis, anyone's connection that is under the minimum is generally =
allowed to pass without penalty.  So instead of rate capping all users, and=
 keeping them restricted even during non-peak times; when the bandwidth is =
available, they get blazing performance and can use as much as possible.  T=
his seems to be the best of both worlds, and our end user complaints have b=
een virtually eliminated.  As a side note, I have one student who is workin=
g his way through college by doing movie editing; he now schedules his down=
load/upload activities in the 3:00 am - 6:00am timeframe when he can obtain=
 100-150 Mbps to his hosted server.  We are now both much happier that he's=
 not trying to do this at 11pm (or the middle of the work day); and it only=
 takes him minutes instead of hours to complete his transfers.



If anyone needs further clarification; has comments or questions...please f=
eel free to respond; there may be benefits to others if we keep the convers=
ation open on the forum.



Andrew Wolf

Linfield College

McMinnville, OR


From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Chris Dav=
is
Sent: Friday, November 30, 2012 7:53 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: To Shape or not to shape

Gregory.  I was in the same place you were last spring.  Due to increasing =
bandwidth I was looking at significant licensing and hardware replacement o=
f our shapers.  I was also beginning to see the end of the tunnel in terms =
of deep packet inspection with regard to prioritization of traffic.  We had=
 been changing what we wanted out of our shaper from prioritization to equa=
lization.  While we wanted to prioritize by application on some things, wha=
t we really wanted was to share the bandwidth equally between our users, re=
snet and other.  While I couldn't do everything I wanted with the NetEq, I =
found that those things I wanted to do, I really didn't need to do.  We hav=
e been up on ours for about 7 months now, and we have had nothing but a ter=
rific experience.

In the midst of this I also took some data on user population to bandwidth =
(Mbit/second) and found that with any kind of packet shaping, the sweet spo=
t of user/bandwidth ratio was 4:1.  I also heard from many that were higher=
 than that, 6:1, 8:1, 10:1 even as high as 20:1.  We run at 6:1 and 9:1 on =
our two campuses.  There have been no significant complaints.

I see that Andrew Wolf has responded to your message as well.   He was the =
one that convinced me to get an eval and give it a test drive.

The one problem I have with the NetEq is that the network interfaces aren't=
 pass through by default.  I got very used to that with our shaper.  You ei=
ther have to set up your own switches to bypass it in the event of a failur=
e, or buy a solution from them that does basically the same thing.  Other t=
han that small complaint, I have had no problems and more importantly almos=
t no bandwidth help desk calls!   That's the big plus.  Plus it is very eas=
y to manage.  I hardly ever touch mine.  I just monitor them with the new D=
ashboard interface.

Chris
Chris Davis
The Principia

From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Crary, Gr=
egory
Sent: Thursday, November 29, 2012 10:57 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: To Shape or not to shape

Good evening all,

We are in the process of trying to decide whether or not to upgrade or all =
together remove our packet shaper from our residence hall network.  My netw=
ork engineers are confident we can accomplish rate limiting/shaping through=
 use of our core equipment, but I am not convinced removing the appliance w=
ill turn out well.

So...what are other universities using a packet shaper for and if you no lo=
nger use it, why did you remove it and what is its place?

Thanks!
Greg
--
Gregory T. Crary
Director, Customer Support Systems
Office of information Technology
Eastern Washington University
gcrary@ewu.edu<mailto:gcrary@ewu.edu> | 509.359.2375

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<p class=3D"MsoNormal" style=3D"margin-bottom:10.0pt;line-height:115%"><spa=
n style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Calibri&quot=
;,&quot;sans-serif&quot;">Usage will continually increase to use all availa=
ble bandwidth&#8230;.. does anyone remember when 40 Meg Hard drive
 was so enormous that you couldn&#8217;t understand why you would ever need=
 more than that?<o:p></o:p></span></p>
<p class=3D"MsoNormal" style=3D"margin-bottom:10.0pt;line-height:115%"><spa=
n style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Calibri&quot=
;,&quot;sans-serif&quot;">For anyone interested in behavior-based shaping &=
#8211; &nbsp;here a few observations that I&#8217;ve compiled.&nbsp; I&#821=
7;m sure there
 is much more scientific data out there; these are strictly my observations=
 and opinions.&nbsp; We are running a NetEqualizer with 300 Mbps Metro-E pi=
pe;&nbsp; Residential College with ~3500 active users, ~6-8k active devices=
; entire campus shares the same pipe. &#8220;Bandwidth
 Pools&#8221; are used for Resnet, Admin, Public, and the server farm &#821=
1; all email, distance learning, web servers etc. are hosted internally.<o:=
p></o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"margin-bottom:10.0pt;line-height:=
115%"><span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;">About 12% of our student users are the =
&#8216;problem&#8217; users from either a bandwidth hog perspective or
 massive connections perspective.&nbsp; I don&#8217;t know if they are awar=
e of it; I&#8217;m sure some of them are. The bulk of our users don&#8217;t=
 make a massive number of connections; and they don&#8217;t use a great dea=
l of bandwidth.&nbsp; We have implemented connection limits on both
 the wired and wireless users, wireless users are allowed 20 (10up/10down);=
 wired are 30(15/15) and the gamer network users are allowed 60 (30/30)&nbs=
p; -&nbsp; This has been in place for over a year now and has probably been=
 the single most effective tool for cleaning
 up the bandwidth usage.&nbsp; By eliminating superfluous connections, (mos=
t end users don&#8217;t even realize that their machine try to make these m=
any connections) our overall internet pipe runs much cleaner simply by putt=
ing these limits in place. Our equipment tracks
 each connection and keeps each user within the limits.&nbsp; To be clear, =
these &#8220;connection limits&#8221; cannot be compared to connections sho=
wing in your firewalls &#8211; Our Netequalizer only tracks connections tha=
t have been active in the last second or two; not the 5
 min averages that you see in connection tables in the firewalls.&nbsp; 88%=
 of our users doing &#8216;normal&#8217; browsing and internet use keep wel=
l under these simultaneous limits.&nbsp; Our P2P file sharing is almost non=
-existent since the connection limits were put in place;
 our copyright notice count is down to 1 in the last year. We still have a =
few problem children who insist on skirting the limits by using a hosted VP=
N tunnel; but they have to spend money to do so. These VPN tunnels also get=
 caught as &#8220;bandwidth hogs&#8221; and
 get slowed down when bandwidth saturates.&nbsp; Keeping connection limits =
further tightened down on wireless users has improved wireless performance =
a great deal.<o:p></o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"mso-margin-top-alt:0in;margin-rig=
ht:0in;margin-bottom:10.0pt;margin-left:.5in;line-height:115%">
<span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Calibri&=
quot;,&quot;sans-serif&quot;"><o:p>&nbsp;</o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"margin-bottom:10.0pt;line-height:=
115%"><span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;">Using &#8220;bandwidth pools&#8221; all=
ows end user performance during non-peak times to be absolutely stunning.&n=
bsp;
 Rather than restricting users to a rate cap, pooling a group of IP address=
es to a maximum combined rate allows individuals to take advantage of the p=
erformance available. When bandwidth hits approx. 85% of the pool limit, th=
ose users that are identified has
 &#8220;Hogs&#8221; (using over 2 Mbps in our case) begin to get slowed fra=
ctionally until their usage slows down a bit to keep it fair for everyone.&=
nbsp; Most end users don&#8217;t even notice this slowing, unless they are =
downloading very large files and are monitoring their usage.&nbsp;
 Since the sending end (in case of a download) is unpredictable in their se=
nding rates, the end users receive as fast as possible, while allowing ever=
yone that same general user experience.&nbsp;&nbsp; Further, small bandwidt=
h users (even those using Skype) who are under
 the &#8220;Hog&#8221; minimum, continue untouched by the NetEqualizer &#82=
11; since this is on an IP to IP connection basis, anyone&#8217;s connectio=
n that is under the minimum is generally allowed to pass without penalty.&n=
bsp; So instead of rate capping all users, and keeping them restricted
 even during non-peak times; when the bandwidth is available, they get blaz=
ing performance and can use as much as possible.&nbsp; This seems to be the=
 best of both worlds, and our end user complaints have been virtually elimi=
nated.&nbsp; As a side note, I have one student
 who is working his way through college by doing movie editing; he now sche=
dules his download/upload activities in the 3:00 am &#8211; 6:00am timefram=
e when he can obtain 100-150 Mbps to his hosted server.&nbsp; We are now bo=
th much happier that he&#8217;s not trying to do
 this at 11pm (or the middle of the work day); and it only takes him minute=
s instead of hours to complete his transfers.<o:p></o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"mso-margin-top-alt:0in;margin-rig=
ht:0in;margin-bottom:10.0pt;margin-left:.5in;line-height:115%">
<span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Calibri&=
quot;,&quot;sans-serif&quot;"><o:p>&nbsp;</o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"margin-bottom:10.0pt;line-height:=
115%"><span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;">If anyone needs further clarification; =
has comments or questions&#8230;please feel free to respond; there
 may be benefits to others if we keep the conversation open on the forum.<o=
:p></o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"margin-bottom:10.0pt;line-height:=
115%"><span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;"><o:p>&nbsp;</o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"margin-bottom:10.0pt;line-height:=
115%"><span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;">Andrew Wolf<o:p></o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"margin-bottom:10.0pt;line-height:=
115%"><span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;">Linfield College<o:p></o:p></span></p>
<p class=3D"MsoNormalCxSpMiddle" style=3D"margin-bottom:10.0pt;line-height:=
115%"><span style=3D"font-size:11.0pt;line-height:115%;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;">McMinnville, OR<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:#1F497D"><o:p>&nbsp;</o:p></span><=
/p>
<p class=3D"MsoNormal"><span style=3D"font-size:11.0pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:#1F497D"><o:p>&nbsp;</o:p></span><=
/p>
<div>
<div style=3D"border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;font-family:&quot=
;Tahoma&quot;,&quot;sans-serif&quot;">From:</span></b><span style=3D"font-s=
ize:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sans-serif&quot;"> Resnet F=
orum [mailto:RESNET-L@LISTSERV.ND.EDU]
<b>On Behalf Of </b>Chris Davis<br>
<b>Sent:</b> Friday, November 30, 2012 7:53 AM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> Re: To Shape or not to shape<o:p></o:p></span></p>
</div>
</div>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D">Gregory.&nbsp; I was in the same place you=
 were last spring.&nbsp; Due to increasing bandwidth I was looking at signi=
ficant licensing and hardware replacement of our shapers.&nbsp; I was also
 beginning to see the end of the tunnel in terms of deep packet inspection =
with regard to prioritization of traffic.&nbsp; We had been changing what w=
e wanted out of our shaper from prioritization to equalization.&nbsp; While=
 we wanted to prioritize by application on
 some things, what we really wanted was to share the bandwidth equally betw=
een our users, resnet and other.&nbsp; While I couldn&#8217;t do everything=
 I wanted with the NetEq, I found that those things I wanted to do, I reall=
y didn&#8217;t need to do.&nbsp; We have been up on ours
 for about 7 months now, and we have had nothing but a terrific experience.=
&nbsp; <o:p>
</o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D"><o:p>&nbsp;</o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D">In the midst of this I also took some data=
 on user population to bandwidth (Mbit/second) and found that with any kind=
 of packet shaping, the sweet spot of user/bandwidth ratio
 was 4:1.&nbsp; I also heard from many that were higher than that, 6:1, 8:1=
, 10:1 even as high as 20:1.&nbsp; We run at 6:1 and 9:1 on our two campuse=
s.&nbsp; There have been no significant complaints.&nbsp;
<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D"><o:p>&nbsp;</o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D">I see that Andrew Wolf has responded to yo=
ur message as well.&nbsp;&nbsp; He was the one that convinced me to get an =
eval and give it a test drive.&nbsp;
<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D"><o:p>&nbsp;</o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D">The one problem I have with the NetEq is t=
hat the network interfaces aren&#8217;t pass through by default.&nbsp; I go=
t very used to that with our shaper.&nbsp; You either have to set up your
 own switches to bypass it in the event of a failure, or buy a solution fro=
m them that does basically the same thing.&nbsp; Other than that small comp=
laint, I have had no problems and more importantly almost no bandwidth help=
 desk calls!&nbsp;&nbsp; That&#8217;s the big plus.&nbsp;
 Plus it is very easy to manage.&nbsp; I hardly ever touch mine.&nbsp; I ju=
st monitor them with the new Dashboard interface.&nbsp;
<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D"><o:p>&nbsp;</o:p></span></p>
<div style=3D"border:none;border-bottom:solid windowtext 1.0pt;padding:0in =
0in 1.0pt 0in">
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D">Chris<o:p></o:p></span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D">Chris Davis<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-family:&quot;Calibri&quot;,&quot=
;sans-serif&quot;;color:#1F497D">The Principia<o:p></o:p></span></p>
<p class=3D"MsoNormal"><a name=3D"_MailEndCompose"></a><span style=3D"font-=
size:11.0pt;font-family:Papyrus;color:#1F497D"><o:p>&nbsp;</o:p></span></p>
<div>
<div style=3D"border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in">
<p class=3D"MsoNormal"><b><span style=3D"font-size:10.0pt;font-family:&quot=
;Tahoma&quot;,&quot;sans-serif&quot;">From:</span></b><span style=3D"font-s=
ize:10.0pt;font-family:&quot;Tahoma&quot;,&quot;sans-serif&quot;"> Resnet F=
orum [mailto:RESNET-L@LISTSERV.ND.EDU]
<b>On Behalf Of </b>Crary, Gregory<br>
<b>Sent:</b> Thursday, November 29, 2012 10:57 PM<br>
<b>To:</b> RESNET-L@LISTSERV.ND.EDU<br>
<b>Subject:</b> To Shape or not to shape<o:p></o:p></span></p>
</div>
</div>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<div>
<div>
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">Good evening all,<o:p></o:p=
></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black"><o:p>&nbsp;</o:p></span></p=
>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">We are in the process of tr=
ying to decide whether or not to upgrade or all together remove our packet =
shaper from our residence hall network. &nbsp;My network engineers
 are confident we can accomplish rate limiting/shaping through use of our c=
ore equipment, but I am not convinced removing the appliance will turn out =
well.<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black"><o:p>&nbsp;</o:p></span></p=
>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">So&#8230;what are other uni=
versities using a packet shaper for and if you no longer use it, why did yo=
u remove it and what is its place?<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black"><o:p>&nbsp;</o:p></span></p=
>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">Thanks!<o:p></o:p></span></=
p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">Greg<o:p></o:p></span></p>
</div>
</div>
<div>
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">--<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">Gregory T. Crary<o:p></o:p>=
</span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">Director, Customer Support =
Systems<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">Office of information Techn=
ology<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black">Eastern Washington Universi=
ty<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black"><a href=3D"mailto:gcrary@ew=
u.edu">gcrary@ewu.edu</a> | 509.359.2375<o:p></o:p></span></p>
</div>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size:10.5pt;font-family:&quot;Ca=
libri&quot;,&quot;sans-serif&quot;;color:black"><o:p>&nbsp;</o:p></span></p=
>
</div>
</div>
</div>
</div>
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