11.2支持服务政策
政策范围
Support 为 the microcomputer 系统s owned by East Georgia State College is provided by the staff of the college's 信息技术 Department. 这个办公室应该 be contacted when in为mation or support is needed concerning college-owned microcomputer 系统和软件. The staff of the 信息技术 Department office are also available 为 consultation on the purchase of workstations and 软件。. 信息 技术 staff will secure all quotations 为 computer 设备 purchases. 请 参考学院的 IT Equipment Acquisition/Asset Management & 配置策略 & 过程 为 additional in为mation regarding purchasing IT-related 设备.
目标
The staff members of the College's 信息技术 Department are not responsible 为 providing technical support 对教师, staff, students or other related parties 为 个人拥有 IT 设备 and/or 软件。.
**异常说明**
- The only exception to the 信息技术 Department's staff being responsible 为 providing support 为 个人拥有 IT 设备 (i.e., notebook, laptop computer) is (1) 为 assisting faculty, staff, students or guests of the college who are experiencing problems accessing the college's wireless Internet service or (2) 为 providing assistance 对教师 & staff 为 problems utilizing the EGSC VPN remote access.
- To facilitate this support, an East Georgia State College 信息技术 Department "Campus Computer Wireless Network Access Assistance Agreement" 为m must be signed by the user prior to support being provided. A copy of this 为m is included at the end of this policy.
Faculty/staff and other related parties requiring assistance with any college-owned IT 设备 should first complete a work request via the college's online work request 系统. If a user is unable to complete the request due to the malfunction of his/her computer, the user should ask the division secretary or other staff/faculty person 提交请求. Work order requests include items such as troubleshooting hardware and 软件。; installation and set up of new 系统s; and installation of new 软件。. Faculty and staff must not install and set up new 设备 and 软件。 or move existing 设备. These tasks must be completed by 信息技术 staff.
信息技术 staff are responsible 为 the operation and maintenance of the academic computer labs. Only 信息技术 staff may per为m maintenance tasks on existing 设备, order and set up new 设备, and install/ uninstall 软件。. ALL computer 系统s located in the college's academic labs must have the necessary security 软件。 installed. Only the 信息技术 staff may install 这个软件. Request 为 maintenance of new 设备 and 软件。 should be completed via the college's online work order 系统. (NOTE: Each semester, faculty will be notified (via email) of a deadline 为 submitting 软件。 installation requests 为 下学期. After the deadline has passed, any request 为 软件。 installation 为 the following semester must be approved by the Vice President 为 信息 技术.)
All campus microcomputer 系统s are initially covered under warranties. 在这样 warranties expire, decisions will be made to either continue the warranty with the vendor or to maintain 系统s using 信息技术 staff. 咨询 信息技术 staff is recommended be为e a decision is made. 信息 技术 staff will coordinate repairs with outside vendors. Cost of extended warranties and repairs will be charged to the appropriate division and department budgets.
