This document describes the software and hardware that Morehouse's InfoTech department ("we") will support or provide, what types of support are offerred for which products, and which products specifically are not supported. This is relevant to faculty and staff only, not to students (but students are mentioned elsewhere). It does constitute Morehouse IT policy; it is subject to change without notice. It may not be entirely current, but it is updated as major items change.
Questions and comments should be directed to the HelpDesk.
For the moment, Banner-related items are not included. For help with Banner matters, contact the Banner guys.
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Here's what's covered in this document:
Basically, we support recent Dell OptiPlex hardware running Windows XP, Apple-brand Macintosh hardware running OS X, certain IBM/Lenovo products running Windows XP, the Microsoft Office products, Qualcomm's Eudora, Netscape's browser products, the Mozilla products, Microsoft's Internet Explorer, Sophos Anti-Virus, and Webroot SpySweeper.
While Macintosh and Windows are both supported, Macintosh really is supported as a special case, to a limited degree, and only by previous arrangement with InfoTech. Unless you really need a Mac (and we know some folks do), try to stick with Intel/PC/Windows gear. Nothing against Mac -- we love that stuff (and use it ourselves in some cases) -- we're just not staffed to support it effectively.
We support various printers and other peripherals listed below. In addition, we'll support anything we provided to the users within the last several years, like certain printers or hubs.
Network and general infrastructure problems are supported through the HelpDesk. Things like expired passwords, nonfunctional services (FTP, web), and inaccessible services should be reported.
Hardware support is provided, sometimes with a fee. We'll fix dead floppy drives, CD-ROM drives, and the like, send monitors out for service, summon the printer techs, and so on. If hardware support generates costs for the College (because items are out of warranty, for instance), those costs fall to the using department, not to IT, except in the case of core network infrastructure.
In some cases, particularly with software, we provide, install, and service particular items. In other cases, we'll service something, but we do not provide it. We'll install anything we'll work on, but probably will not buy it for you. We're happy to recommend which commercial software you should buy (to make sure it will work with our systems), and will comment on support at that time.
Some hardware is plentiful, inexpensive, or important enough that we'll just give it to you, though we might not always have it around. Other items are availble for purchase. We'll be happy to assist in the purchase of any tech-related items we don't have on hand. (This is very important, since we might not service something you buy on your own.)
All full-time faculty and staff of Morehouse College are eligible for support of their Morehouse computing devices. Part-time and contract staff are eligible as well unless Human Resources or the staff members' supervisors forbid it.
Students are supported only as far as the ethernet port in the dorm room -- hardware, OS, and application support are not provided at this time. A fuller treatment of student support is available.
Users should contact the HelpDesk for
assistance with all computing matters.
Requests submitted any other way are not "official" and may not be filled.
In particular, requests made in person to tech staff walking down halls
are subject to being forgetten! Your request MUST go through the main
HelpDesk office.
We provide, install, and support (except as noted) the following:
Anything not listed above is not supported. Unlisted versions (older or newer) of listed software are not supported. We'll be happy to replace older (or newer) versions of software with supported versions, assuming we provide that software.
People ask about some software often enough that we should mention that we do not support, provide, or install it. We'll still work on the supported aspects of your Morehouse computer if you manage to install this stuff, but you're on your own when trying to run it.
Please remember that this is not an exhaustive list of what we do not support, merely a short list of things we don't support about which we get lots of questions.
Some pieces of software are so bad that they can damage the system on which they run. If software from this list is installed on a machine, InfoTech may, at its discretion, refuse to support any aspect of the system until the software is removed. Do not install this stuff; it will mangle your computer.
Software not listed above may be installed and/or supported by special arrangement with InfoTech. Users should contact the HelpDesk before purchasing or installing any commercial or non-commercial software not mentioned here. As a rule, the HelpDesk will be happy to advise users on which software packages will work with our systems, particularly as they relate to network matters, and, for the most part, will be happy to help install purchased recommended software (statistics packages, math applications, and the like) on users' machines.
Technology purchases must be signed-off by IT in order to make sure the acquired equipment is supportable. Thus, you're far better off contacting us for a quote than quoting your own thing and hoping it's within the guidelines. Just let us know about what your needs are: we'll find you the right thing.
Certain minimum specifications must be met for us to service system hardware. After a point, computers are just too old and slow to bother fixing. The minimum standards for Intel/PC support as of Aug 2006 are as follows:
We'll support (on a very limited basis) most Macintosh systems with a G4 or newer processor (Intel included) as long as they're running OS X.
New system acquisitions must meet certain minimum requirements. Any new Intel/PC system should have/be at least
More RAM helps. Faster processors won't matter much, but avoid Celeron in favor of "real" Pentium. Any ethernet card should work, but only Intel, NetGear, and LinkSys are known to have very few problems in our environment, and 3Com cards are known to have issues in some cases.
Right now, Morehouse uses mostly Dell, IBM/Lenovo, and Apple products. Don't quote yourself a Dell Dimension or Inspiron: those are for home use and are not welcome at Morehouse. Look at Optiplex desktops or Latitude laptops.
New Windows computers should be pre-loaded with Windows XP Professional.
New Macintosh systems that are purchased from Apple are fine as long as they have at least 512 megs of RAM in them (though 1 gig would be better). Those considering used Macintosh systems should contact the HelpDesk for recommendations.
Printers that we provided or recommended are supported, except for inkjet printers more than 1 year old or laser printers more than 5 years old. Any Dell or Epson brand inkjet is supported where drivers are concerned; hardware support for inkjets is iffy at best from any source, but we'll try. All HP LaserJet or Brother laser printers less than 5 years old are supported, though we refer hardware maintenance to outside contractors, and using departments are responsible for fees thus incurred. Avoid HP brand all-in-one multi-function ink-type units: we've had some nasty problems with their drivers.
New laser printers should be Brother or HP models with built-in network interfaces capable of 10/100 ethernet and IP-based printing. The ones with LCD readouts are superior to those without. Brother makes many laser printers that are worth considering; chat with us if you're considering a purchase (they're a lot cheaper than HP, and so far they seem to work at least as well).
New inkjet printers should be Epson, Dell, or Canon brand. Please make sure the printer you're considering will work with your computer! Many older systems do not support the USB standards which many new printers use, and some new computers lack the parallel port needed to talk to an ancient printer. Make sure to buy a printer cable with your printer: most don't come with them, and IT doesn't stock many of them. If at all possible, avoid inkjet technology in favor of laser: it's that much better all-around.
Sharp's copiers work much better as printers than Minolta's. In fact, IT has seen nothing that the Sharp units won't do better, so recommends them almost exclusively. Chat with us if you have a copier project coming up and we can provide details. In no case can we yet support the document scanning functions that come with some copiers, but we're working toward support for that with the Sharp products. (Minolta's scanning system is so ugly that it's unlikely we'll end up supporting it.)
We provide, when we have it on hand, the following PC (Intel-type) parts free of charge. If they're not on hand, you might have to purchase them. (Conact the HelpDesk to find out where to go to get these things--they might not be in the HelpDesk office.)
We sometimes have on hand and will sell to departments the following PC parts:
We do not sell these things, but will recommend to you what to get and where to get it.
Computers and printers must meet the minimum specifications listed above.
We don't keep a big stock of computer parts on hand due to historically low demand for them; we'll be happy to help you order whatever it is you need, or to order it ourselves and let you buy it from us via requisition at whatever it cost us.
Battery backups are recommended for most users, and are highly recommended for anyone who does mission-critical work. Basic units with magic numbers around 500 probably are what you need, but contact the HelpDesk on these: they get strange. Know that they die after 3-4 years and require battery replacement, which costs up to half what the unit cost when purchased new.
If you have some school-provided equipment that's not listed above but which needs service, give us a yell: we might just work on it.
If you're considering any computer-related purchases, get in touch: we can help make sure you get something that will work with the rest of the campus. We might even know of someone who's already ordering the same thing, which could mean you'd both get a volume discount.
Most of these rules exist so that we can maintain the stability of our networks and computer systems. They are not designed to be burdensome to the users, but we understand that they might do that at times. If you have suggestions about things we might support or ways we might support them, please let us know. Our goal is to make things work, not to keep things out of the campus!