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ITS Staff spacer Student Support/Services spacer Computer Labs spacer Hawk PCs spacer Training for Staff/Faculty
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ITS Support Standards & Services

 


 

Purpose

Inform the University Faculty and Staff community of the standards/minimum requirements and services available through ITS.

 


 

Minimum Hardware & System requirements

ITS has adopted a minimum hardware configuration for Windows and MAC computers.  The decision came about because computers falling below the minimum typically have lower performance, both from a hardware functionality & reliability standpoint as well as from the application/software standpoint.  The lack of, or dropping of, support by vendors for both hardware and software also factored into the decision. The minimum requirement will be evaluated on a regular basis based on vendor hardware support availability, software support, and overall reliability of the hardware based on age.

 

The current minimum requirement for Windows PCs:

  • Intel Core 2 Duo, 2 GB RAM, 80GB HD, Windows XP

 

The current minimum requirements for MAC PCs: 

  • Intel Core 2 Duo, 4 GB RAM, 100 GB HDD and OS 10.5 (Leopard)

 

[Click here for definition of terms]

 


ITS Software Support

Software/Applications supported

Please Note:  At this time, ITS does not Support or Install Windows 8 or Office 2013

Operating Systems: 

  • Windows XP, Windows 7

  • 10.6 (Snow Leopard), 10.7 (Lion), 10.8 Mountain Lion

Microsoft Office Suite:

  • PC - Office 2007, 2010

  • MAC - Office 2008, 2011

Browsers: 

  • Internet Explorer 8,9 (PC) & Safari 6 (Mac) - IE10 not recommended for using Banner - Chrome should not be installed on a University PC
     note: Internet Explorer or Chrome is NOT supported on the MAC Platform. Safari or Chrome is NOT supported on the Windows Platform

Email Client:

  • Windows: Outlook Express, Windows Mail, Outlook 2007 & 2010

  • MAC: Entourage 2008, Outlook 2011

Anti-Virus:

  • MAC - Sophos Anti-Virus

  • PC - Microsoft ForeFront

Remote support:

  • Windows - Remotely Anywhere - on-campus only, MAC - Apple Remote Desktop

File Transfer Protocol:

  • Windows WS-FTP, MAC Fetch

Zip Program:

  • Windows & MAC Unstuffit

PDF Viewer:

  • Window & MAC Adobe Acrobat Reader XI

 


 

Software not allowed on University issued Computers

 

There should be no non-work related software on university issued computers.  This includes, but is not limited to, the following:

Weather Bug        Coupon Printer
Hotbar      AOL full version (excludes free AIM)
Webshots  - (even if you purchased items) Spinner
SaveNow File Sharing program (ie. Kazaa, Limewire, Gnutella)
Gator Netscape Radio
Download Accelerator My Search Bar
Bonzi Buddy Any “AD Supported Freeware”

 

NOTE:  ITS reserves the right to remove these, and others in this category, from the offending  computer.

 

 


ITS Hardware Support Provided

 

Hawk PC Desktop model - ITS will provide hardware repairs during warranty period.  ITS will provide labor only for additional
2 years up to five years only. ITS will help facilitate acquisition of parts - cost of parts is paid by department by IDT.  After 5 years, ITS offers a reasonable effort to repair with notice to purchase new computer.

Hawk PC Laptop model - ITS will provide hardware repairs during warranty period.  ITS will provide labor only for additional
1 year up to 4 years only.  ITS will help facilitate acquisition of parts - cost of parts is paid by department by IDT.  After 4 years, ITS offers a reasonable effort to repair with notice to purchase new computer. 

Non-Hawk PC - will not provide warranty or non-warranty diagnoses or repair assistance. Will provide vendor referral contact information, if known, for departments to facilitate repair.

 

Printers purchase via ITS Hawk Program - ITS will facilitate warranty hardware repair during warranty period only (usually 1 year).  ITS will facilitate vendor repair for two additional years - cost of both labor & parts paid by department via PCard. 

Note: Service contracts available through Purchasing Dept.  If Service contract acquired, ITS is not the contact, deal with contracted vendor directly.

Printers outside the ITS Hawk Program - Support for warranty & out-of-warranty not available through ITS, we will provide vendor repair contact information, if known.

Note: Service contracts available through Purchasing Dept.  If service contract acquired, ITS is not the contact, deal with contracted vendor directly.

 

Peripherals - ITS will provide warranty & support on those items purchased through the Hawk PC Program.  Peripherals acquired other than through ITS Hawk Program are the responsibility of the department to contact the vendor for support and facilitate warranty/non-warranty repairs/replacements.

Servers housed in ITS and purchased by ITS for end-user; ITS will provide warranty repair only.  Non-warranty repairs are up to the end-user. 

Servers housed in ITS and purchased by end-user; ITS is not facilitating warranty or non-warranty repairs, it is the responsibility of the end-user.

 

Personal Home Computers & ALL Peripherals - NO ITS SUPPORT AVAILABLE.  Do not call ITS for problems encountered on a home machine or peripheral, even if being used for work purposes, unless configuring an Email client to read your UofH Email.  If it is a university issued computer via the Hawk PC program and is still considered a University Asset, ITS will provide support as if this were a HawkPC, following the above requirements.  The computer must be brought in to the ITS offices.  There are no house calls.  If a PC was an employee purchase (Faculty/Staff member bought out their PC via disposal process), it is considered a personal machine and ITS will not support it or dispose of it.

 


Hawk PC Services Provided

 

ITS WILL:

  • Install/Setup a new Hawk PC with current or new peripherals provided appropriate drivers are still available and it is compatible with the Hawk PC.

  •  Install/Setup a new Hawk MAC computer with current or new peripherals provided appropriate drivers are still available and it is compatible with the computer.

  •  Install/Setup new peripherals with existing computers only if compatible with current system configuration.

  •  Install any properly licensed work related software only if current system configuration is compatible.

  •  Reset a Hawk PC to its default standard configuration when appropriate/necessary

  •  Provide Priority Service response to Hawk PCs and Hawk MAC purchases over any non-hawk equipment.

  • Provide reasonable effort to respond to requests for help with Non-Hawks

 


 

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