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MERIT Computer Support Policy - Effective July 1, 2013

This document defines three levels of support provided by MERIT personnel for computers purchased with UW-Madison funds. All support levels include consultations prior to implementing a defined support level. Computers purchased with personal funds have no guaranteed level of support.

Overview:


In recent years the School of Education Capital Exercise has supported lifecycle replacement for a faculty or staff member’s primary computer that is older than 3 years. However, during this time MERIT personnel have continued to see an increase in computer support requests, including requests to support systems that are out of warranty or can no longer run the latest software provided by the vendor. In order to address request backlogs, and refocus current staff support time, MERIT is issuing this policy to help prioritize support needs, increase transparency on computer support decision-making, identify systems that should be upgraded through lifecycle replacement and decrease computers connected to the network that can no longer comply with the UW-Madison Policy on on Electronic Devices Connected to the UW-Madison Network.


Full Support:


This level of support is for computers that meet all of the following criteria:

  • Original purchase date is less than three years ago.

  • Full warranties in place.

  • University-owned computer for School of Education faculty and/or staff member or production shared use computer.

Support includes:

  • Installing or coordinating installation of hardware at campus office.

  • Installing or coordinating installation and updating of software, including operating system, security software, and productivity software. Costs for software requests requiring standalone or individual licenses will be paid by the department.

  • Active troubleshooting of up to four total hours to resolve the issue. If resolution is not found within four hours, system will be wiped and re-imaged, with data restored where ever possible.


Limited Support [Best Effort]:

This level of support is for computers that meet all of the following criteria:

  • Original purchase date is within three to seven years ago.

  • Warranties may or may not be expired.

  • University-owned computer for School of Education faculty and/or staff member, including School of Education PA, TA, or student hourly, or production shared use computer.

Note: If the vendor ends support of the computer’s current operating system when it is less than seven years old, and if a newer operating system cannot be installed, then the computer will be moved to the NO SUPPORT category, regardless of age.  If there is a cost to install a newer operating system, that cost will be paid by the department.


Limited Support includes:

  • Specifying parts for out-of-warranty systems and recommending needed purchases to computer user and department administrator.  Any costs for parts will be paid by the department.

  • Installing or coordinating installation of software, including operating system, security software, and productivity software. Any additional software costs will be paid by the department.

  • Troubleshooting up to one hour to resolve the issue. If resolution is not found within that hour, system will be wiped and re-imaged, with data restored where ever possible.


No [Minimal] Support:


This level of support is for computers that meet one of the following criteria:


Minimal Support includes:

  • Answering questions that are readily known.

  • Advising on options to resolve the issue, including specifying departmental purchase or upgrade options.

Minimal Support does Not include:

  • Researching solutions

  • Rebuilding the computer

  • Troubleshooting the computer on site


Support Contacts:

Please contact us at helpdesk@education.wisc.edu, or 608-265-4773.



Keywords:MERIT_Support IT_Support Hardware Support MERIT Policy Policies Support_levels Troubleshooting Departmental_Purchases Purchasing Warranty Lifecycle Computer   Doc ID:27237
Owner:Brenda S.Group:School of Education
Created:2012-11-05 12:11 CDTUpdated:2015-07-01 08:59 CDT
Sites:School of Education
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