Technology Services

Personal Computer Support Policy

The intent of this policy is to establish a baseline support model for faculty and staff machines in Trinity College of Arts and Sciences departments, programs and institutes.  This policy will provide guidelines for what level of support users should expect for various types of machines.

For this policy it is necessary that we group computers into three categories;

Primary/CPPAS Machines – These machines were purchased centrally with Trinity College of Arts & Sciences Office of Technology Services funds for faculty and staff use and conform to the vendor and hardware standards set by Trinity College of Arts & Sciences Office of Technology Services.  These machines would include CPPAS machines and those machines being replaced by CPPAS computers on a scheduled replacement cycle (currently 4 ½ years for desktops and 4 years for laptops).

Secondary Machines – These machines were purchased with Duke University funds that did not originate from Trinity College of Arts & Sciences Office of Technology Services

Personal Machines – These machines were purchased with personal or non-Duke funds

1. Hardware support

Machine type

Imaging/Setup

Maintenance

Priority for support

Primary/CPPAS machine, during warranty period

Full support

Full support

High

Primary (pre-CPPAS) machine, out of warranty

Full support

Full support for up to years of replacement cycle; machine should be replaced by CPPAS machine after this time

High up to years of replacement cycle; low thereafter

Secondary Machines, on list of supported hardware (see below), during warranty period

Full support

Full support during the warranty period of the device. After warranty period has expired, 30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department.

High through the warranty period; low thereafter

Secondary machines, not on list of supported hardware (see below), during warranty period

Imaging fees apply

30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department.

Low

Secondary Machines, outside of warranty period

Imaging fees apply

30 minutes best effort support; support fee apply thereafter. All replacement parts must be purchased by user

Low

Secondary machines used at home for work purposes, on list of supported hardware (see below)

Imaging fees apply

30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department.

Low

Personal machines purchased by user

See policy (currently under review)

Limited See policy

Low See policy

Other Duke-purchased secondary machines

Imaging fees apply

30 minutes best effort support; support fees apply thereafter. All replacement parts must be purchased by the user or the department.

Low

2. OS and Software support

  • Installing and troubleshooting problems with operating systems and work related software will receive high priority support. The list of supported software is available on the Trinity College of Arts & Sciences Office of Technology Services website.
  • Installing and troubleshooting problems with operating systems and software not normally supported by Trinity College of Arts & Sciences Office of Technology Services will be given low priority and may be subject to imaging and/or support fees. The list of supported software is available on the Trinity College of Arts & Sciences Office of Technology Services website.
  • Trinity College of Arts & Sciences Office of Technology Services support fees: Imaging/support fee (2 hrs@ $50/hr)      $100

3. Exceptions

Operating systems that are no longer supported by the vendor will not be supported by Trinity College of Arts & Sciences Office of Technology Services staff, except;

a)      in rare cases where outdated systems are required to support older research or lab hardware

b)      software critical to faculty and/or staff work runs ONLY on unsupported operating systems.

4. List of supported hardware

We support equipment from the following manufacturers; in some cases, we only support business-grade model lines as listed:

  • Apple - all models
  • Dell - Optiplex (desktop) and Latitude (laptop) model lines only
  • Lenovo - ThinkPad (laptop) model line only

5. Additional notes

  • All computers that are connected to network ports in Arts & Sciences are subject to the Trinity College of Arts & Sciences Office of Technology Services IT Security Policy; this includes machines purchased with Duke funds and personal funds.   
  • Support for secondary machines will be provided on a “Best effort” basis and can be discontinued if the technician deems the problem to be un-repairable or cost prohibitive. 
  • While working on a non-CPPAS machine, Trinity College of Arts & Sciences Office of Technology Services technicians will make every effort to preserve user data.  However we cannot be held responsible for files lost either by damage, corruption, or the repair itself.  It is the user’s responsibility to back up all important work related files to the managed file servers on a regular basis. 
  • Users must arrange for all computers located off campus to be transported to campus for service. 
  • Trinity College of Arts & Sciences Office of Technology Services reserves the right to refuse service on machines purchased with personal funds for any reason.