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Laptop, Desktop and Tablet Support

Purpose:

The purpose of this policy is to specify service level expectations for PC, laptop and tablet computer support.

 

Statement:

Worcester State University only will support University-recommended PCs, laptops, and tablets.

 

Description:

One of the great challenges for Information Technologies is trying to support computers from vastly different manufacturers and vintages.  On an average week, Information Technologies staff will see computers from Dell, HP, Lenovo, Gateway, Apple, Acer, Toshiba and a number of additional name and off-name brands; the operating systems of these machines have included Windows (all versions) and Mac (all versions) as well as the occasional Linux/hybrid system.  Clearly, it is not possible to support such a broad cut of the PC market either from a cost or resource availability perspective.
 
In order to more effectively manage costs and support for faculty, staff, and student personal computing devices, the following guidelines are in effect.  Please note that support is available only for specified current OS and models.  Please contact the Help Desk with questions. 
 
Faculty and Staff: University Owned Equipment
  • No charge for support;
  • Full hardware support;
  • Initial software diagnosis, including scan for viruses, spyware/adware, and operating system patches;
  • Upgrade Microsoft applications;
  • Above support items are valid for a period of no more than the warranty period of the Unit/Operating System.
 
Students: University-Recommended Computers (under warranty)
  • No charge for support;
  • Full hardware support;
  • Initial software diagnosis, including scan for viruses, spyware/adware, and operating system patches;
  • Upgrade Microsoft applications;
  • Above support items are valid for a period of no more than the warranty period of the Unit/Operating System.

 

Students, Faculty, Staff and Alumni: Other Computers
  • There is a flat fee charge per incident labor charge;
  • Initial software diagnosis, including scan for viruses, spyware/adware, and operating system patches;
  • Upgrade Microsoft applications [may require purchasing additional software];
  • Recommend hardware replacement if out of warranty-replace hardware purchased by user and provided to LRD for installation. Extra charge may apply.
  • Hardware older than 6 years will be supported only at the discretion of the Laptop Repair Depot supervisor.  Extra charges may apply if the repairs are extensive - in all cases this will be negotiated and accepted prior to work performed).

 

    Microsoft Office and Operating System Upgrades (The following items are based on the University's terms of agreement with Microsoft)
    • WSU Faculty and Staff (University-owned computers): eligible for free Microsoft OS upgrades and free MSOffice (no charge for labor)
    • WSU Faculty and Staff (machines completely purchased with personal funds) charge per incident installation of campus software.
    • Students (any non-supported computer): Microsoft Office (charge per installation)

     

    Additional Information:

    • Faculty and staff have a different Microsoft Agreement than students; Faculty are eligible for free Microsoft OS upgrades for University-owned machines only.
    • Faculty may purchase MSOffice distribution media (DVDs) for a fee to install on their personally-purchased computers.  
    • Students may purchase Microsoft OS and MSOffice distribution media (CD/DVDs) for a fee to upgrade their OS or install Office on their own (Win and MAC MSOffice are available).
    • Information Technologies will not upgrade the operating system of any non-supported computer or device.
    • Students may download a MSOffice installation package directly from the campus network at no charge to install on their own.

     

     

    Approved By: Managers & CIO

     

     

    Date of Origination: 2/7/2006

    Updated: 8/1/2012

     

    Last modified at 8/1/2012 9:00 AM  by Ramsdell, Nancy