Desktop Computer Support Policy Desktop Computer Support Policy 
This document describes the College of Engineering desktop computer support provided by CSS. The College’s technology goal is to provide an environment that serves our educational mission and supports the day-to-day administrative work.
To provide the best possible support for the multiple and complex uses of the computing environment in the college, historically CSS has implemented an economy-of-scale support model. This model has been the vision and foundation of our support. We strive to provide a secure, highly functional, consistent environment across all platforms. This functionality can best be supported when the hardware and software remain consistent across the college. Over our 20-year history, this support model has enabled us to provide superior service and functionality (e.g., home directory service, password synchronization across all platforms, backups).
At the same time, CSS recognizes that the college base load and/or limitations of college-managed systems may not meet the needs of all faculty. This proposal aims to provide an equitable support model for faculty who choose to administer their own machines, those who want to be able to install their own software, and those who want a college-managed environment.
All college-purchased desktop computers are eligible for support.
The College offers two support models: self administered and college administered. Staff are covered under the college-administered support model. Faculty can choose one of the two support options.
CSS installs, maintains, and manages all hardware and software on the system. Computers are rebooted once a week; operating system (OS) patches and software updates are delivered during the weekly reboot. Daily backups of the local hard drives are done automatically by CSS.
Individuals cannot install their own software or hardware. CSS will install hardware or software purchased by an individual; there is no charge for that service. Purchased software must be compatible with the supported OS. CSS will make every reasonable effort to resolve conflicts between purchased software and the OS. The computer is connected to a secure network. Hardware and software purchased by the College are under warranty. There is no charge to the individual for resolving hardware or software problems.
Benefits: OS is protected and it is difficult to disable the operating environment; all software in the lab and administrative loads is warranted; updates to OS and software are less likely to cause subsequent software problems; CSS resolves all hardware conflicts and software problems.
Drawbacks: The individual cannot install his/her own software or hardware.
Problem Resolution: CSS warrants all hardware and software as delivered. There is no charge for hardware or software problem diagnosis and resolution.
CSS delivers the college-purchased computer loaded with the most recent supported OS and patches. The computer must use the DNS name assigned by CSS, although an alias domain name can be created. The computer must be directly connected to the network and not behind a router. Hardware maintenance is covered by the College. CSS installs internal peripherals purchased by the individual. Individuals are responsible for all software installation, maintenance, and ensuring that backups of the local hard drives are being done. If the system is compromised, the computer will be disconnected from the network until the OS has been reloaded and the vulnerability patched. CSS will try to notify individuals prior to a network disconnect.
Best Practices
Benefits: The individual can install his/her own software and external hardware.
Drawbacks
Problem Resolution: The warranty covers hardware problem diagnosis and resolution, but not software problem resolution. CSS will diagnose and resolve software problems at the cost recovery rate.
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