Buying a Computer
Jeff IT Support Information

Please select a link below to view Jeff IT's current support standards. You will find estimated costs associated with installations, relocations, as well as service level guidelines. You will find defined information pertaining to standard hardware and software that falls outside of Jeff IT's Standard Support Guidelines, as well as our general service level guidelines.

Below Standard Support

Service Guidelines for Below Standard Support

Service Level Guidelines

Service Level Objectives

Estimated Costs for Services

Below Standard Support

      Supported hardware standards are defined as:

• Dell or Apple workstations purchased through the CSC only, according to minimum hardware, operating system and model specifications.        
• The hardware must be covered by original 3 year manufacturer warranty.
• Hardware must run and comply with TJU device management software: Altiris, Norton Anti-Virus CE, and Spyware prevention software.

       Below standard hardware is defined as:

• Any device purchased through the CSC that does not meet all of the above requirements.

Service Guidelines for Below Standard Support – Effective July 2009

• All work related to below standards hardware will be billable at a rate of $74.00 per hour, with a 1 hour minimum charge.
• Jeff IT will provide the service directly or through an outside service provider based on availability.
• Support requests can be submitted by using the existing Web Self Service page.. Below support classification is required at the time of request submission.
• Support is provided as “best effort”. Jeff IT will not be liable for data loss or hardware instability/damage/functionality/problems for below standard hardware support.
• Current Service Level Objectives (SLO’s) are not applicable for this service, SLO’s will be determined based on availability.
• Jeff IT will not disconnect below standard hardware that is currently connected to the network.
• Hardware/software arriving from offsite, due to the arrival of new faculty/staff at Jefferson, must comply with the minimum standards set forth in this document. Non-compliant hardware/software will not be supported, nor connected to the campus network.
• Jeff IT reserves the right to disable any computer or user’s network access, logins, and accounts.

Service Level Guidelines

These Service Level Guidelines are intended to achieve the most prudent balance of University resources against demand. The objective is to ensure that staff members are working on the highest priorities at any given time. Service Requests will be handled and weighted according to the following factors. Please note that personally owned and purchased equipment is not supported on the Jefferson Network.

Age

• Older issues will normally take precedence over newer issues
• Re-opened issues are aged according to their original date

Severity/Liability

• For Example: A problem with the payroll system during a pay week, or a compromise of network security will normally take precedence over a scheduled application upgrade
• Example 2: A problem with an instructor machine while in class will normally take precedence over the same problem outside of class time

Number of Customers Impacted

• Any issue which results in multiple customers being down will normally take priority over an issue where fewer customers are impacted

Nature of issue

• For Example: Inability to login will normally take precedence over the inability to print which in turn will take precedence over a problem with a function in Microsoft Word
• Example 2: A problem with an existing workstation or application will normally take precedence over an installation or upgrade

Standards/Compliance

• Supported equipment and software will normally take precedence over non-supported
• Equipment which does not have appropriate security and virus protection will become a priority of the correction of the deficiency

Service Level Objectives

Estimated Costs for Services

date revised 10/2/08

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