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May, 2001 The Colorado College Information Technology Policy Board has endorsed the following guidelines for users of Information Technology Services (ITS). The ITS staff is committed to providing high-quality service to all users of Colorado College information technology resources. However, we operate within both human resource and financial constraints, and so we must prioritize work requests. Also, there are sometimes unanticipated or emergency circumstances that will impact our ability to provide timely response to a request for service. Our goal is to develop realistic agreements with users that result in timely delivery of Help Desk support and completion of longer-term, special projects. We intend to provide open and frequent communication with users of our services including the status of Help Desk requests, special projects, equipment orders, and system outages. We also encourage users to contact the appropriate ITS staff person if there are questions. The Help Desk is the “nerve center”of our organization; when in doubt, call X-6449. In descending order of priority, the following situations may affect the amount of attention ITS can bring to a request for support: 1. An unscheduled network or campus server, software, or another electronic or cabling failure that affects most or all of the campus. 2. A security breach or possibility of a security breach that renders network services, servers, or other workstations inoperable, or a security event which damages the digital contents of network equipment, servers, or other storage media (e.g., virus attacks or vandalism). 3. An outage affecting a group of systems (e.g., a software halt, or a lab, classroom, or office outage). 4. An outage of a part of the network, server, peripheral, or audiovisual system affecting the teaching of a class or other educational activity in process or soon to begin. 5. The failure of an individual’s College-owned system (e.g. desktop, printer, projector, or College-supported software). 6. Preparation of a high-tech classroom or computer lab prior to its use for teaching. 7. “Trouble calls,” questions, and other requests that can be answered over the phone by Help Desk staff. 8. Conducting workshops or working on special projects that are accepted by and assigned to ITS staff after discussion with users, or requests for purchasing activities requested of ITS staff by other offices or departments (e.g., pricing, soliciting competitive bids, and ordering of equipment). 9. Ongoing operation of equipment, provision of support services (e.g., such as that provided by audiovisual, NT server administration, or teaching lab support), and maintenance of facilities, systems, infrastructure and other equipment. 10. Repair of College-owned systems which run College-licensed software and are temporarily installed in the employee’s home. However, home support on these systems is limited only to services that can be provided by telephone. If the problem can’t be resolved over the phone, then the system should be brought to a CC repair facility. 11. Limited assistance for personally-owned computers and software. In general, this will include tip sheets and phone support during regular business hours. Given the constraints of other, higher priorities for service and the large number of on-campus systems, ITS recommends using private support providers or entrepreneurial students whenever possible. We can give referrals for installation of software used to connect to the campus network and for software licensed by the College. Also, ITS will provide guidance, advice, and service recommendations to deal with disasters and emergencies on personal machines that affect teaching, scholarly work, or the business of the College. |