ITS Support of CWRU Computers

posted Apr 28, 2012, 9:12 AM by Raymond Muzic   [ updated Apr 28, 2012, 10:30 AM ]
During the April meeting, FSCICT discussed support issues including 
  • when and what software may be installed on computers of faculty and students and terms of software licenses
  • scope of support that ITS can do to fix, upgrade, and install software on computers
  • implications of ownership of the computer - university or privately purchased - if it is designated as the device for university business
  • liability of ITS with regard to working on computers in the face of data - especially private, personal - stored on the computer
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.
Raymond Muzic,
Apr 28, 2012, 9:12 AM
Raymond Muzic,
Apr 28, 2012, 9:12 AM