Technical Support Policies for Faculty/Staff

We have defined the following support policies for computer hardware and software in order to enhance the efficiency and reliability of our organizational computing support. These policies are updated periodically.

FULL SUPPORT FROM KIS:

Computers:

• Desktop - Dell Optiplex (Pentium III or higher) and Dell Workstation
• Laptop - IBM ThinkPad T43, T41, T40, T23, T22

• Desktop - Windows XP Pro
• Laptop - Windows XP Pro

• Microsoft Office XP Pro or higher
• Eudora Pro 5.x and higher
• Netscape Navigator 6.x or Netscape Communicator 6.x and higher
• Microsoft Internet Explorer 6.x and higher
• Meeting Maker 7.x and higher
• Adobe Acrobat Reader 5.x and higher
• Adobe Acrobat 5.x and higher
• Dreamweaver MX and 4.x
• Symantec Antivirus (current version only)

• Hewlett Packard printers (age five years or less)

• Iomega brand external harddrives (age 3 years or less)
• Iomega brand of Zip Drives (age 3 years or less)

Computers:

• IBm Thinkpad 570, 750E

• Windows 2000, Windows 98, Windows NT

• Microsoft Office 2000
• WordPerfect for Windows
• Department-specific software for research purposes (e.g. statistical software)

• Printers other than Hewlett Packard (age five years or less)

We would like to clarify that there is no support for the following:

Computers:

• Personally-owned machines whether customarily located in the office or at home

• Windows 95
• Any server system software for individual use, including Windows Server and Novell Server

• DOS-based software
• Beta versions of any software

ADDITIONAL SUPPORT POLICIES:

Kellogg-Owned Machines at Home:

The same technical support policies outlined here apply to any Kellogg-owned machine customarily located at your home, provided that you bring it in and place it in your own office for service. The University provides software that is licensed by Northwestern which can be used by Faculty and Staff. The link to download the software that the University licenses is at http://aquavite.northwestern.edu/it-services/download.cgi

Loaner Equipment in Case of Malfunction:

The Faculty/Staff Technical Support Group has spare monitors and keyboards and a few printers for loan if your own equipment needs to be repaired or replaced. KIS can also loan a laptop computer to you if your own laptop has to be sent out for repair. For desktop computers, KIS works to repair your computer directly and does not carry high-end desktop loaners. However, the Faculty/Staff Technical Support Group may be able to provide you with an older desktop for email and word processing if necessary in unusual circumstances.

Annual Software Upgrades:

KIS technical support staff offer across-the-board software upgrade service during the summer months of every year.

UNIX Systems:

SUN and HP UNIX hardware and software is supported by Jim Guo, Kellogg Research Computing Associate.  See the Kellogg Research Computing web page for more information on support policies and procedures.

Policy on Mac Computers:

Faculty members may choose to utilize a Mac, but the Dean's faculty computer subsidy does not apply to Mac equipment, and KIS provides no support for Macs.  KIS may be able to facilitate very basic connection of Macs to the the University's network, but cannot do any further assessment or troubleshooting of Mac hardware and software.  The NU IT Distributed Support Services group offers University-oriented technical support for Macs for a fee.
 
 

Updated: 10/16/05
facstaffcomputing@kellogg.northwestern.edu