Technical Support Statement for students
not participating in the Kellogg Laptop Program

In order to be productive at Kellogg, all entering students are required to have a laptop computer capable of accessing all resources utilized in the Kellogg environment. In order to meet these requirements, Kellogg has developed the Kellogg Laptop Program (KLP) to put students in the best position possible in terms of computing reliability/support while pursuing their degree.

The KLP is a voluntary, but highly recommended program. Support for KLP participants is extensive, while non-KLP students are expected to be self-sufficient for their computing needs.

If you do not participate in the KLP, you are assuming responsibility for providing:

A secure laptop to connect to the Kellogg network: specifically containing a fully-patched and automatically-updating version of Windows XP, including all Microsoft Windows and Office Updates, and a working antivirus solution capable of real-time protection that is being updated automatically on a regular basis

All troubleshooting, configuration, and repair tasks on your laptop, both initially in your laptop’s configuration and subsequently throughout your matriculation at Kellogg

For non-KLP students, Kellogg Information Systems will provide:
Configuration documentation for accessing Kellogg and Northwestern resources

Support for non-laptop-related issues with your University network account (NetID)

Support for non-laptop-related issues with Kellogg technology tools, including listservs and web applications

You will also have access to very limited phone support at the NUIT Support Center.

To highlight the differences in support implied in this agreement, sample support scenarios are included below

By signing this agreement, you acknowledge the differences in support Kellogg provides to students, and accept your need to be self-sufficient with regard to your laptop.
If you are unable or unwilling to abide by the guidelines set forth, please speak with a Kellogg Information Systems representative about enrolling in the Kellogg Laptop Program. We encourage you to evaluate this decision carefully.

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________________ _______ _________

Student Printed Name
Student Signature NetID Date

Issue Type	KLP Support	Non-KLP Support
Hardware Issues
Hard drive failure	KIS provides complete repair coordination with manufacturer, loaner hard drive available, and attempted data recovery. Data migration upon completion of repair. Minimal downtime.	Student handles all contact with manufacturer for support, loaner hard drive not available. No data recovery or data migration available. Significant downtime.
Other hardware failure	KIS provides complete repair coordination with manufacturer. Loaner laptop available. Near-zero downtime.	Contact manufacturer for support. Loaner laptop not available. Significant downtime.
Potential hardware issues	Proactive support in coordination with manufacturer. KIS engages vendors to bring solutions to the program.	Manufacturer driven. Issues primarily communicated in the form of a recall if at all.
Software Issues
Operating system reinstallation	Complete re-image available, including data migration and software updates.	Student responsible for reinstalling from original media, including reinstallation of all software and updates. No data migration support provided.
Network resource issues	Student can drop off laptop for extensive troubleshooting.	Limited support supplemented by documentation. No drop off support available.
Spyware / virus infection / hacked laptop	Will scan for and safely remove the infection. In the event of full compromise, will re-image.	Student responsible for cleaning. Third-party support and tools may include significant fees.
Printing, wireless, and Lab PC issues	Full support from KIS including but not limited to walk-in, phone, email support.	Full support from KIS including but not limited to walk-in, phone, email support. Does not include laptop software-related issues.
Email account and listserv issues	Full support from KIS including but not limited to walk-in, phone, email support.	Full support from KIS including but not limited to walk-in, phone, email support.
Other software issues	Student can drop off laptop for extensive troubleshooting.	Primarily limited to existing documentation, supplemented by brief troubleshooting. No drop off.
Potential software issues	Proactive support in coordination with manufacturer. KIS engages vendors to bring solutions to the program.	Vendor driven. Bug fixes may be available through non-mandatory updates.