During the April meeting, FSCICT discussed support issues including
Some of the considerations are if a faculty member brings a computer with, say personal tax records, is ITS liable if the data are erased by accident or unrecoverable due to hardware failure. Do faculty automatically get pushed to the front of the priority queue and ahead of students and staff? Are customers responsible for backing up computers before bringing them in for service? What happens when users do not even know where their data is on their computer. Installing or migrating nonstandard and even personal software to a new computer is very time-consuming and ITS people are not trained on the software.
We decided to draft a document to specify the terms of support. The document is available here for editing and contributions by members of FSCICT and ITS staff who are charged with providing the service. (To request access, email Ray Muzic.) We believe it is valuable to clarify the level and limits of service to achieve transparency and understanding.
For reference, documents on Service Level Plans and agreements are attached hereto.
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