Personal Computer Support Policy
The intent of this policy is to establish a baseline support model for faculty and staff machines in Trinity College of Arts and Sciences departments, programs and institutes. This policy will provide guidelines for what level of support users should expect for various types of machines.
Secondary Machines – These machines were purchased with Duke University funds that did not originate from Trinity College of Arts & Sciences Office of Technology Services
Personal Machines – These machines were purchased with personal or non-Duke funds
1. Hardware support
|
Machine type |
Imaging/Setup |
Maintenance |
Priority for support |
|
Primary/CPPAS machine, during warranty period |
Full support |
Full support |
High |
|
Primary (pre-CPPAS) machine, out of warranty |
Full support |
Full support for up to years of replacement cycle; machine should be replaced by CPPAS machine after this time |
High up to years of replacement cycle; low thereafter |
|
Secondary Machines, on list of supported hardware, during warranty period |
Full support |
30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department. |
High |
|
Secondary machines, not on list of supported hardware, during warranty period |
Imaging fees apply |
30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department. |
Low |
|
Secondary Machines, outside of warranty period |
Imaging fees apply |
30 minutes best effort support; support fee apply thereafter. All replacement parts must be purchased by user |
Low |
|
Secondary machines used at home for work purposes, on list of supported hardware |
Imaging fees apply |
30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department. |
Low |
|
Personal machines purchased by user |
See policy (currently under review) |
Limited See policy |
Low See policy |
|
Other Duke-purchased secondary machines |
Imaging fees apply |
30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department. |
Low |
- Installing and troubleshooting problems with operating systems and work related software will receive high priority support. The list of supported software is available on the Trinity College of Arts & Sciences Office of Technology Services website: http://trinity.duke.edu/technology/support?p=supported-software-list
- Installing and troubleshooting problems with operating systems and software not normally supported by Trinity College of Arts & Sciences Office of Technology Services will be given low priority and may be subject to imaging and/or support fees. The list of supported software is available on the Trinity College of Arts & Sciences Office of Technology Services website: http://trinity.duke.edu/technology/support?p=it-security-policy
- Trinity College of Arts & Sciences Office of Technology Services support fees:
Imaging/support fee (2 hrs@ $50/hr) $100
a) in rare cases where outdated systems are required to support older research or lab hardware
b) software critical to faculty and/or staff work runs ONLY on unsupported operating systems.
- All computers that are connected to network ports in Arts & Sciences are subject to the Trinity College of Arts & Sciences Office of Technology Services Security Policy; this includes machines purchased with Duke funds and personal funds.
- Support for secondary machines will be provided on a “Best effort” basis and can be discontinued if the technician deems the problem to be un-repairable or cost prohibitive.
- While working on a non-CPPAS machine, Trinity College of Arts & Sciences Office of Technology Services technicians will make every effort to preserve user data. However we cannot be held responsible for files lost either by damage, corruption, or the repair itself. It is the user’s responsibility to back up all important work related files to the managed file servers on a regular basis.
- Users must arrange for all computers located off campus to be transported to campus for service.
- Trinity College of Arts & Sciences Office of Technology Services reserves the right to refuse service on machines purchased with personal funds for any reason.