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Desktop Service Level Agreement Desktop Service Level Agreement Product: Oakland University Website Symptom: Computer Qualifications Solution: SLA 2018/19 Footprints Public Solution # PURPOSE This document outlines the desktop computer, laptop computer, and mobile device support that Help Desk provides for Oakland University faculty and staff. Due to rapid advancements in technology development, diverse needs of University departments, and decreasing State funding, the Help Desk must focus support initiatives on those technologies used by multiple units across campus. We recognize that requirements within individual units may demand the implementation or use of technologies not specifically contained within the scope of this document. The Help Desk will work with departments to help develop needs assessments, purchasing guidelines, and support plans whenever possible. As a general rule, departments are responsible for support when implementing technology components outside the scope of this document, unless support arrangements have been prearranged with the help desk. Appropriate use guidelines for technical resources can be found #890 Use of University Information Technology Resources SUPPORTED COMPONENTS AND DEVICES Below are the supported configurations for hardware, peripheral devices and software. • These are the minimum system requirements supported by the Help Desk. • Only components purchased by or formally donated to Oakland University are eligible for support. Visit the Policies and Procedures website at http://www.oakland.edu/policies or click here to view Gifts, Pledges and Grants Policy #500. • Desktop and laptop equipment older than 5 years should be replaced with newer equipment. Older computers represent both operational and security risks. • All University owned PCs supported by the Help Desk are joined to the ADMNET domain. • The Help Desk will not service or repair personally owned equipment. • The Help Desk offers limited support for computers with local accounts. Hardware The standards listed below are the minimum specifications needed for support of Oakland University computers. They pertain to both laptops and desktops. For recommendations on purchasing new equipment, be sure look over the preferred vendors list at: http://www.oakland.edu/purchasing/prefvendors/ Minimum PC Requirements • i3 2100 CPU or equivalent • 4 Gigabyte (GB) RAM • 80 GB Total Hard drive space • 10/100 RJ45 Ethernet • 802.11b/g wireless network card (optional) Minimum Mac Requirements • i5 1.8 GHz CPU or equivalent • 4 (GB) RAM required • 80 GB Total Hard drive space • 10/100 RJ45 Ethernet • 802.11b/g wireless network card (optional) Network Cards Integrated and non-integrated network cards that ship with approved desktop hardware are supported. A desktop computer should only have one network card. Network cards must be configured to use DHCP or the static IP address assigned by UTS. The MAC address of a network card must remain unchanged from the factory-installed address. Wireless network cards are to be configured in client-only mode and not to be used as bridges, base stations, access points, or as an ad hoc network. The Oakland University firewall rules will not allow for wireless NIC cards on the network for printing. Network attached desktop computers, laptop computers and printers must be configured to support the DHCP protocols. Any other protocol must be disabled. All non-wireless computers must connect directly to a network jack on the wall. Unless prior written consent has been granted, no desktop hubs, switches, or routers are permitted. Unapproved devices will be removed by UTS. Refer to the Network policy document for more information. Click here #850 Network Policy. Peripherals • Monitors minimum size 20” flat panel is highly recommended. • USB is the preferred connection interface for peripheral devices. • Scanners - It is recommended that you contact the Help Desk for assistance in gathering requirements prior to purchasing printing devices to ensure adequate support capabilities. • Backup Devices - USB Drive, Shares and Sharecrypt server • Printers – (Ex. HP, Ricoh, Epson, etc.) o Inkjet printers o Laser printers (PCL, PS compatible) o Network capable printers Printer standards depend heavily upon the printing required. As a general rule, if the printer becomes slow, begins to degrade in print quality, or is increasingly having printer jams or other repeated service issues, it is time to consider replacement. Departments should consider the purchase of networked printers rather than individual local desktop printers. External print server devices are also not supported. It is important to plan replacement of older printer models when they serve a critical job function or when a back-up printer is unavailable. Printers that do not have updated drivers for the supported operating systems outlined in this document will not be supported. It is recommended that you contact the Help Desk for assistance in gathering requirements prior to purchasing printing devices to ensure adequate support capabilities. University owned iPads, Smart Phones, Laptops and Tablets University Technology Services will assist with ordering apps and software. Click here for more information https://www.oakland.edu/uts/faculty-and-staff-services/software/ Personally owned Smart Phones, PDA Devices, Laptops and Tablets Help Desk receives many requests for support of smart phones, laptops and tablets. Samples of these devices include iPhone, iPad and Chromebook. Help Desk support is limited to assisting with synchronization connections for email and calendar, Software app downloads and general network connectivity. Help Desk can provide limited support in the personal evaluation, selection or purchase of a device, computer, smart phone or laptop. Please note that the Help Desk does not have budget funds that allow the purchase of device samples, so support is limited to "best effort" with no guarantee of advance training, knowledge or success. Manufacturers change these devices much too frequently for the Help Desk staff to keep up-to-date with the latest and greatest device and its related instructions. In most cases, contacting the vendor or service provider may provide the best and most prompt level of service. If one desires to purchase and synchronize these devices with the Oakland University email and calendaring programs, or use the device on the Oakland University network, it is necessary to ensure compatibility with Oakland University's systems before the device is purchased. Considerations in a purchase is whether you want Internet-enabled access real-time, or point-in- time synchronized access with your desktop. If you want Internet-enabled access, you must purchase a data plan. Please note that OU does not have a Microsoft Exchange Server. The Help Desk staff will make a good faith effort to assist faculty and staff members in getting these devices to synchronize with the university's systems. This effort typically includes 60 minutes of staff time, but may take significantly longer. Our resources are limited, however, and it may be necessary for the owner of the device to contact the Internet service provider in order to resolve any ongoing issues. Please note the university data definitions in Policy #860 Information Security. Owners of personally-owned devices need to take precautions to ensure that any personal or sensitive information is secure and to clear the device of any and all information before disposing of them. Any data that originates on Oakland University's systems remains the property of Oakland University. SoFtware Below is a list of site-licensed software supported by the Help Desk. It is important to note that, with the exception of University wide software agreements, license management initiatives are the responsibility of individual, units, and departments. Valid licenses must be produced for each computer, if requested, or the software will be removed. Please review University policy for software: Policy 870 - Software Regulations. Encryption software is available either paid or free software. The use of encryption requires key management and must be managed by the individual or by the department. Encryption key management is not the responsibility of the Help Desk. Oakland University licenses software in some areas for specific use by university employees. Employees are encouraged to review all guidelines posted on the UTS Policies and Guidelines page. All software licenses are procured using standard university procurement and purchasing policies. See the UTS website (http://www.oakland.edu/uts/faculty-and-staff-services/software/) for additional information. The help desk is NOT responsible for checking compatibility with printers, scanners, and other hardware and software devices in your area. Operating Systems • Windows 8 Professional/Enterprise 32 bit and 64 bit. • Windows 7 Professional/Enterprise/Ultimate 32 bit and 64 bit • Windows 10 Professional/Enterprise/Education 32 bit and 64 bit • Mac OS X Yosemite • Mac OX X Sierra Desktop Suites • MS Office 2013 • MS Office 2016 • Office 2016 for Macintosh Anti-Virus Tools • Symantec Endpoint Protection Browsers It is important to note that some websites or Internet applications will use technologies not supported by certain browsers and may require the use of a specific browser/version. • Internet Explorer 11.0 • Mozilla Firefox latest ESR versions 52 • Safari 11 (Macintosh default browser) Email Clients The following list of email clients are supported for sending/receiving email:
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