H.2.5 Support for Computer Services

Information Technology

Initiated by:Director, Information Technology
Approved by: �黨�ǿ���Ƶ Director/CEO
Date:August 29, 1994
Revision:#1, July 23, 2001
Distribution: All users of the �黨�ǿ���Ƶ Information Systems

1.0 Policy Statement:
Levels of support are dynamic and continually modified and updated as users needs, ISD Staff expertise, and technology changes and Internet standards are implemented. Support for computers older than four years will be offered on an “as available” basis.

2.0 Support of Equipment
Contact ISD for a current list of supported hardware, operating systems, and software.

3.0 Support of Systems

• 3.1 Level 1: ISD will guarantee that the following systems will work on the network and will support these systems:
  • 3.1.1 Currently supported hardware (contact ISD for a list)
  • 3.1.2 Currently support software (contact ISD for a list)
  • 3.1.3 Network Interface Cards adhering to an Rj45/10BaseT standard.
• 3.2 Level 2: ISD will support to the best of its ability the following systems:
  • 3.2.1 Hardware not confirmed by ISD for Level 1 support only if accompanied by “user documentation.”
  • 3.2.2 Software not confirmed by ISD for Level 1 support only if accompanied by “user documentation and original distribution media.”
  • 3.2.3 Other Network Interface Cards not listed in Level 1 – only if accompanied by “user documentation, configuration disk, and network drivers”
• 3.3 Level 3: ISD can not support these systems:
  • 3.3.1 Hardware not confirmed for the above levels of support or not accompanied by appropriate documentation
  • 3.3.2 Software not confirmed for the above levels of support or not accompanied by appropriate documentation (and distribution media, if needed).
  • 3.3.3 Network Interface Cards that are not accompanied by appropriate drivers, and/or those not provided by major manufacturers.

4.0 �黨�ǿ���Ƶ Computer Purchase Guidelines

• 4.1 �黨�ǿ���Ƶ administrative staff will follow the procedures outlined in the Computer Resources Purchasing Policy. It is strongly recommended that scientific staff also follow those procedures.
• 4.2 Scientific staff purchasing new equipment or installing existing equipment on �黨�ǿ���ƵNet are asked to:
  • 4.2.1 Inform ISD of purchase/installation prior to install date to discuss support and network capabilities/needs
  • 4.2.2 Have on-hand appropriate user documentation and configuration disks
  • 4.2.3 Acquire an IP number for all machines attached to �黨�ǿ���Ƶnet assigned by ISD
  • 4.2.4 Inform ISD of all peripherals attached to �黨�ǿ���Ƶnet.

5.0 Policy Updates:
Policy clarification and updates are available from the Information Systems Division.