Information Technology Services

Computer Support

Support Policy

As per the 2007-09 SCEA Agreement:
Faculty shall be provided computer service for campus-approved software and hardware to fulfill their academic and research responsibilities. The Department of Information Technology Administration will provide a list of software for which it will provide technical assistance. Faculty may not expect support for any other software.

Associated CSC Policy Statement:
Employees shall be provided support for software and hardware, as stated on the Supported Software, Supported Hardware, and Obsolescence Tables, to fulfill their academic responsibilities. Software and hardware not listed on the tables or otherwise approved by the Department of Information Technology will be the responsibility of the user.

As per the 2007-09 SCEA Agreement:
In compliance with college prescribed procedures which require prior disclosure and approval, faculty with college provided computer training, which shall be available on a regular basis, may load or have loaded licensed, academic-specific software on their office computers. Such approval to load software shall be made in a timely manner and shall not be unreasonable denied. Any such denial must specify in writing the reasons for such denial.  Loading of any licensed, academic-specific software, which is interactive with the campus network, will be done with the assistance and approval of the campus computer services administration.

Associated CSC Policy Statement:
Employees may petition to the Director of the Department of Information Technology to load licensed, academic-specific stand-alone software on their office computers.

Employees must complete the required training and associated assessment. Employees who have been granted such privilege are advised to consult with the Department of Information Technology personnel prior to the loading of such software to gain approval based on hardware compatibility with the software and to avoid conflicts with supported software. An employee granted such access, who does not consult with the Department of Information Technology prior to installing software or downloading files and/or whose system is negatively affected to the extent that service is required by the Department of Information Technology will be returned to normal user access level and the affected computer will be re-imaged. The employee will be required to complete follow-up training and assessment prior to re-granting of an elevated access level. Refer to the Department of Information Technology Desktop Access Procedure.

As per the 2007-09 SCEA Agreement:
The college will provide alternative network and Internet options of speed and connectivity comparable to campus standards for specific and legitimate curriculum and research needs.   On this alternative system, faculty may load licensed and academic-specific software and install necessary peripherals as needed.

Associated CSC Policy Statement:
Alternative network and Internet options shall be proposed in writing to the Director of the Department of Information Technology by the department director or chair. The proposal shall include detailed justification and support structure for the request. The Director of the Department of Information Technology will evaluate the proposal and may submit appropriate alternative suggestions or determine that the existing campus network will accommodate the requirements of the request. The Director of the Department of Information Technology will respond in writing reiterating the justification for and purpose of the connection, clarify hardware and software requirements, define the network access and purchasing requirements of the project, define the service level, administrators, outside parties, and the requirements for future assessment. Funding of the alternative option, including maintenance services provided by vendors, will be the responsibility of the requesting department. The requesting department is responsible for communicating updates/changes in the status of the alternative option to the Director of the Department of Information Technology.

As per the 2007-09 SCEA Agreement:
Reasonable efforts will be made to give ten (10) working days prior notice by computer services when computer hardware or software is replaced.

CSC Associated Policy Statement:
Reasonable efforts will be made to give ten (10) working days prior notice by the Department of Information Technology, via CSC e-mail, for scheduled updates/replacement of computer servers and network equipment. Replacement of desktop equipment in offices will be arranged with the employee to whom the equipment is assigned. Computer hardware failures are often unpredictable and advanced notice is not always possible. In the event of a system failure, the Department of Information Technology personnel will work to restore server and network functionality as promptly as possible.

Additionally:
It is unlawful to load software on a computer for which it is not licensed. Only software licensed to CSC is to be loaded on CSC owned computers. Likewise, software purchased by CSC is not to be loaded on computers that are not owned by CSC, including home computers. The Microsoft Work at Home (WAH) program allows for limited application installation on home computers and is managed by the Department of Information Technology.

Employees are responsible for adhering to and retaining the licensing documents that are provided with CSC computer hardware and software to which they are assigned.

The presence of unlicensed, unsupported or unapproved software on employee or department lab computers will negate the Department of Information Technology responsibility to support that computer in any manner resulting in removal of network connectivity from the affected device.

Hardware that is connected to the network is under the strict control of the Department of Information Technology. The Department of Information Technology is responsible for the installation, removal and maintenance of hardware and software existing on the network. Improper modification may negatively affect the functionality of the entire network. Personally owned equipment may not be connected to the campus network without prior approval by the Director of the Department of Information Technology and academic justification of exceptional nature.

Support is defined as hardware, software and network selection, ordering, installation, configuration or troubleshooting. Support may be provided either by the Department of Information Technology full-time employees or by student employees under the supervision of the the Department of Information Technology personnel. The most basic training may be provided to employees where time allows, however utilization of computer hardware, operating systems and application software is the responsibility of the employee.

Supported Software Table
Effective May 18, 2009
Software Category Application
Word Processor Microsoft Word
Spread Sheet Microsoft Excel
Data Base Microsoft Access
File Maker Pro (Mac)
Presentation Microsoft Power Point
Operating System Windows XP
Mac OSX 10.4 or 10.5
Virus Protection Symantec
Electronic Doc (Free) Adobe Acrobat Reader
Web Browser (Free) Internet Explorer
Safari(Mac)
Media Player (Free) Windows Media/Macro Media Players/Quick Time
Remote Help (Free) VNC
Apple Remote Desktop
E-mail Client (Free) Outlook Pro (NOT Express), Entourage
FTP Client (Free) WS_FTP LE (PC)
Fetch (Mac)

Contact Keith Crofutt for clarification. Selection of supported software is based on the preference of the majority of campus users and the ability of the Department of Information Technology to provide support.

Hardware Minimum for New Systems
Effective May 18, 2009

Hardware Category IBM Compatible Macintosh
Processor Dual Core Dual Core
RAM 4 GB Single Module 4 GB Single Module
Hard Drive 160 GB 160 GB
Graphics Card 256MB RAM 256MB RAM
Ethernet 100/1000 Base with RJ-45 100/1000 Base with RJ-45
Monitor 15" Color 1024x768 Resolution Min. LCD 15" Color 1024x768 Resolution Min. LCD
Removable Storage CD-RW/DVD Combo Drive CD-RW/DVD Combo Drive
Warranty 5 years covering all parts and labor 3 years covering all parts and labor

Limit basic systems, the systems that will fill most users' requirements and run all standard software adequately, to $1600 including software. The use of laptops as general-purpose computers is discouraged. Sharing of resources (printers, projectors, etc.) is encouraged.

Minimum Obsolescence Table
Effective June 6, 2006

Category Category Category
Processor Pentium IV 1.2 MHz Supports FireWire Target Mode Boot: Generally (G4 iMac or higher)
RAM 1 GB 1 GB
Hard Drive 60 GB 60 GB
OS XP Professional OSX 10.4
Ethernet 100 Base-TW/RJ-45 with PXE support 100 Base-TW/RJ-45 w/ NetBoot support
CD-ROM CD-RW CD-RW

Systems requiring service that are not running a current OS will be re-imaged to meet compatibility requirements. Systems over 5 years old are generally obsolete.

The Department of Information Technology Obsolescence Table: Where CSC possesses computer hardware that does not meet minimum obsolescence requirements as stated in the table and will not adequately meet requirements without an upgrade and/or repair expenditure of $300 or more, that hardware should be removed from active support, network service and upgrade consideration. The equipment may be used for basic functions however it will not be supported by the Department of Information Technology. Such hardware will be submitted to the surplus property or harvested for parts.