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Support / IT Service Desk Policy

The IT Service Desk has defined a support policy for all college academic, administrative, support, tenant, and college affiliated offices.

Notes:

  • The primary purpose of the IT Service Desk is to support academic, administrative, and operational needs of the college, as such these areas always have Level 1 Hardware Support and Complete IT Service Desk Support.

  • Where noted, "CTS supply of spare parts" are used/refurbished parts and are not new.

  • If you are unsure of your Hardware and IT Service Desk support levels, contact the person in charge of your organization. If you are the person in charge of your organization and do not know what support you are entitled to, please email itservicedesk@potsdam.edu

Hardware Support

Level 1

  • Repair hardware for cost of parts or under warranty of supported vendors. Full support per established CTS hard/software specifications.

Level 2

  • Repair of only supported hardware.

  • Will install CTS supply of spare parts free of charge.
     

  • Unsupported vendor/under warranty; user calls the vendor, CTS is not responsible for contacting vendor for warranty work.

  • Limited troubleshooting and/or repairs; CTS will not do time intensive or complicated repairs.

Level 3

  • Repair of only supported hardware.

  • Will not use CTS supply of spare parts; responsible for own parts.

  • Unsupported vendor/under warranty; user calls the vendor, CTS is not responsible for contacting vendor for warranty work.

Level 4

  • No support of hardware.

  • No IT Service Desk support.

Support

Complete IT Service Desk Support

  • Install computers and software as requested per established CTS hard/software specifications.

  • User must have area cleaned. Technicians will NOT move personal items and/or anything else in the way of the equipment being worked on.

Secondary IT Service Desk Support

  • Teach/guide/direct to web resources one person in the area through software installation so they may do it for their group.

  • New installs: Limit one folder transferred (everything must be in folder before technician arrives).

  • User must have area cleaned. Technicians will NOT move personal items and/or anything else in the way of the equipment being worked on.

  • Lower priority: the primary purpose of the IT Service Desk is to support academic, administrative and operational needs of the college.

  • Time limit on support; CTS will not do timely or complicated repairs.

  • When trying to resolve problems the IT Service Desk may decide that the office needs to go to an outside source (direct to vendor or consultant) due to complications and/or time to resolve issue.

Student Organizations

If a student organization falls into any of the above categories where support is given, the following support guidelines are amended to their support status:

  • No data transfers.

  • Bring in failed computer and we will re-image the same unit or one of equivalent functionality (SUNY/SGA owned computers only).

  • Organization is responsible for drop off and pickup of equipment.

  • CTS will mandate a current anti-virus software be installed and provide Sophos anti-virus software..

Network Connectivity

  • Regardless of support status CTS will mandate a current anti-virus software be installed.