Technology Support Committee Standards & Support [ 1 ]

NOTE: Footnotes detail dates when sections have been updated and/or approved.

1. Summary

The standards and support levels in this document are developed and maintained by the Technology Support Committee (TSC) and ratified by the Enterprise Infrastructure Planning Committee (EIP). The TSC will regularly review and revise these standards based on emerging hardware technologies, software development, and the needs of the University.

2. Rationale

Hardware and software standards have been established to benefit the University as a whole and are based on the current technology available combined with the current needs of the students, faculty, and staff of UVU. The primary considerations for hardware & software standards are:

  • Improved levels of support
  • Reduced cost of support and service
  • Improved reliability and stability
  • Economies-of-scale relevant to hardware and software procurement
  • Skills transferability required by a mobile workforce

3. Standards

3.1 Desktops, Laptops and Convertibles

  • All computers should be purchased through the Computer Shop. This site also lists standard configurations for Windows based and Apple computers.
  • TSC determines standard configurations and updates these configurations as needed.
  • The use of procurement cards or limited purchase checks for the purchase of computers or parts for the purpose of assembling computers is prohibited.

3.2 Tablets & Sub-laptops

This class of computers includes devices such as, but not limited to iPads, Galaxy Tabs, Surface, Netbooks, Chromebooks, etc There is no hardware standard for this class of computer other than the following:

  • These devices may have a limited ability to run campus support software.
  • MS Surface RT are not recommended for campus use.

3.3 Cell Phones & Cellular Devices

There is no standard for PDAs, or smart phones. Refer to the support section of this document for more details regarding these devices.

3.4 Printers & Peripherals

  • HP is the standard for all printers including Inkjet, Laser b/w & color and multi-function printer/copiers. Workgroup printers must have a built in Ethernet card and be compatible with HP Web Jet Admin (version 10.1)
  • Admin Password for all printers should be the same. Consult knowledge base for more information.
  • A recommended list of the latest printers can be found here: http://www.uvu.edu/computershop/printers/index.html
  • Area Techs should be consulted before any technology purchase in their area.
  • Wireless printing capability of all printers needs to be disabled in order to prevent conflicts with the campus wireless network.
  • Wireless only printers, are not supported.
  • There are no standards established for monitors, keyboards, mice, imaging equipment, digital & web cams, USB hard drives, USB flash drives, memory cards, etc other than these items must be compatible with existing standard computers.

3.5 Software & Operating Systems

3.5.1 Software General

  • A list of University licensed software available for purchase is located at: https://www.uvu.edu/procurement/software/.
  • College licensed software available for download to the campus community can be accessed via UVLink, under the "Help" tab in the "software download" channel.

3.5.2 Windows

3.5.2.1 Operating Systems

Windows 7 Enterprise 64 bit is the current campus standard. See the Support section for information on other versions of Windows

3.5.2.2 Standard computer load:

  • 7 Zip
  • Adobe Flash
  • Adobe Reader
  • Chrome
  • Cute PDF
  • Firefox
  • HD Folder created on Hard drive
  • Java
  • K-Lite (or other Codec package)
  • McAfee Agent all parts
  • MS Office 2013 Professional Plus Suite & Outlook
  • Quicktime Player
  • Silverlight
  • VLC Player
  • Relevant software and operating system updates and patches Operating Systems

3.5.2.3 Configuration

Windows Computer Name

The campus standard for the Windows “Computer Name” has 2 formats.

  • The computer inventory number only or
  • Computer inventory number plus the room number. This will be at the Area Technician's discretion.

3.5.3 Mac

3.1.5.3.1. Operating System

OS X 10.7 and above is the current campus standard. See the Support section for information on other versions of the Mac OS.

3.1.5.3.2. Standard computer load:

MS Office 2011

3.1.5.3.3. Configuration

None specified

3.6 Networking & Wireless

3.6.1 No wireless networking devices are to be installed by individuals or departments.

3.6.2 The purchase or installation of network switches needs to be approved by the Director of Network Infrastructure.

3.6.3 Computers must provisioned through the wireless authentication system prior to connecting to the UVU wireless network.

3.6.4 Network Infrastructure Fee (This is an IPC standard)

All computing and printing devices that have a hardwired Ethernet connection (capable of using a network port) shall be charged a one time network connectivity fee of $100 per device.

For purposes of this standard, network devices shall be defined to include:

  • Desktop computers
  • Laptops, notebooks, “netbooks” or other small form factor computer systems
  • Printers, Plotters, Copiers or Scanners with network capability
  • Environmental monitoring or control device
  • Servers
  • Cameras
  • IP Phones
  • Televisions
  • Projectors

This standard does not apply to:

  • Connectivity of a device for use on an experimental or private network and not relying on the UVU computing network for transmission of data to/from an on/off campus source;
  • Equipment for which a retired/unused inventory tag can be provided; (inventory tags from retired computers may be used for any new device)
  • Devices placed on the UVU network prior to the establishment of the network connectivity fee; (proof of purchase date prior to March 2009 must be provided – new device must be tagged with an inventory tag at time of replacement)

3.7 Servers

The Infrastructure Planning Committee maintains this standard

3.8 Active Directory

Refer to the Active Directory Standards document

3.9 Media Equipment

3.10 Computer Labs

  • All computer labs or high density computer areas need to be approved by the Executive Infrastructure Planning Committee.
  • Printers used in computer labs must be compatible with the Print Counter system.
  • Labstat Servers: for those that have labs, there are a lot of labs that are not in the servers still. The issue came up in the ATSC meeting that they want to start numbers for Academics. Please get your labs in the servers. If you need any help or have any questions talk to Kim Leseberg.

4. Support

4.1. Fully Supported

Fully supported defines the highest level of assistance that can be provided by UVU Area Technicians. The level of support of for UVU owned hardware and software that meets the technology standards and is less than 4 years old will be supported by the technical support staff.

4.2. Partially Supported

Partially Supported defines a level of assistance that varies based the Area Technicians skill set, work load and the depths or breadths of responsibilities. Technical staff may offer limited support in an advisory capacity, but are under no obligation to support the following:

  • Hardware and software that formerly met the technology standards but is now more than 4 years old.
  • Operating systems other than the standard Windows 7 and Mac OS, these may include:
    • iOS, Android, Linux, Windows 8, Windows RT, Vista, XP & Server
  • Non-standard and enterprise copier/printers
  • Wireless connectivity support on personally owned computing devices
  • UVU owned software and systems support on personally owned computing devices
  • Personal accounts on cloud based services that provide: file storage and sharing, collaboration tools, social media, etc. These include sites such as: icloud, dropbox, google apps, MS 365, facebook, Skydrive.
  • Software that is free/shareware, personally owned or not previously approved as supportable by the area technician.
  • Non-native operating systems hosted on supported or unsupported hardware, utilizing software conversion, abstraction, or hypervisor utilities (Apple BootCamp, Parallels, VMWare, etc);
  • Equipment used for research purposes.
  • Department level systems software and servers.

4.3. Unsupported

Unsupported is defining a level of assistance should not be given by UVU Area Technicians. These include:

  • Personal owned computing devices and computing devices without a UVU inventory tag.
  • Equipment used at personal residences for official or unofficial business (due to legal, liability, connectivity, and other issues).
  • Equipment owned, operated, or maintained by departments outside the UVU with the exception of those entities that have contractual agreements with UVU.
  • Equipment or technologies not owned by UVU with the expectation of limited support for wireless connectivity.
  • Equipment prohibited for use in UVU facilities.
  • Software applications in violation of legal, licensing, or copyright agreements.
  • Use of hardware, software, or any other technology in violation of UVU Appropriate Use, Information Security, or other policies.
  • Printer hardware service and repair. We recommend HP Managed Print Services for printer service and repair.

5. Asset Control and Inventory Procedures

5.1. Useful life of equipment

Computers, printers and related devices typically have a useful life of approximately 4 years. After this time the cost in time to area technicians of supporting and maintaining this equipment increases beyond what is reasonable. Therefore every effort should be made to replace computers that are over 4 years old.

5.2. Surplusing and Transfer of computer equipment

5.2.1. Hardware available to be reused on campus after being surplused:

  • Computers: Anything newer than 4 years old
  • Monitors: LCD
  • Hard drive: SATA
  • Memory: DDR333 and newer

5.2.2. Hardware NOT available to be reused on campus after being surplused:

  • Computers, monitors or printers that are more than 4 years old
  • Support for computers that do not meet this minimum standard will require a standards expectations.

5.2.3. Exceptions

It is understood that occasionally there needs to be exceptions to established standards. Standards exceptions and changes can be granted by completing the Technology Standards Exceptions/Change Form, obtaining the required signatures, and submitting it to the Office of Information Technology.

6. Relevant Technology Policies

 


 

 [01] Approved by TSC 11/19/13 and Infrastructure Committee 1/23/2014