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Hardware and Software Support Policy

  1. Hardware and Software Support
    1. Standards
    2. Non-Standard Hardware Purchase Process
    3. Non-Standard Hardware Exceptions
    4. Major computer items
    5. Upgrades/Modifications
    6. Network devices
    7. Software
  2. IT Group Hardware, Software and Peripherals Support Policy
    1. Technical Support
    2. Full Support
    3. No Support
    4. Standard Hardware - Full Support
    5. Hardware - Support Limited to Installation of Software
    6. Standard Operating Systems - Full Support
    7. Standard Software - Full Support
    8. Other - Full Support
    9. Software Receiving Full Support
  3. Support Matrix for Software
    1. Full Support
    2. Limited Support
    3. No Support

Hardware and Software Support

Standards

Standards for hardware and software platforms have been identified to ensure that the IT Group can adequately support all college owned computing equipment. Minimum standards are revised annually by the IT Group and published on the IT web site. New equipment purchases should be compliant with the current standard. Purchasing arrangements must be made with the IT Group if a specific application requires non-standard hardware or software.

Keene State College is primarily a PC environment which allows us to use tools that enable us to centrally secure and support computing equipment. Following these standards also allows us to benefit from volume purchasing discounts, to take advantage of warranties and vendor support, and to provide more secure and reliable desktop management.

The IT Group will work to ensure that equipment or software is compatible with the campus network or any other components of the technology infrastructure, as necessary.

The Computer Connections computer store is the central purchasing agent for all college owned PC workstations. The IT Group is the purchasing agent for Apple workstations, network printers and Windows servers.

Non-Standard Hardware Purchase Process

The IT Group will provide limited support for non-standard hardware if the following conditions are met:

  • The requester has filed a written justification with the IT Group stating the reason non-standard hardware is needed and why standard hardware will not meet the needs of the requester.
  • A Service Level Agreement is developed outlining the support responsibilities of the requester and the IT Group.
  • The justification for non-standard hardware has been approved by the IT Group Chief Information Officer.
Non-Standard Hardware Exceptions

If non-standard hardware is part of a grant or specialized application, and the requester has followed the IT Group non-standard purchase request process, the IT Group will work with the requester to provide support for the non-standard hardware. The IT Group reserves the right to outsource this support as necessary. All costs associated with non-standard equipment repair and troubleshooting will be the responsibility of the requester/department.

Any purchase of non-standard equipment must include a 3-year warranty and maintenance coverage and system documentation as needed.

The IT Group will provide network connectivity and assistance in connecting the equipment to the campus network.

Purchase of the items listed below require IT Group approval. Approval is required to ensure that equipment meets KSC standards for computing and is compatible in College's networked computing environment.

Major computer items
  • Computers
  • Networked Printers
  • Plotters
  • Data Projectors
  • Servers
Upgrades/Modifications
  • Motherboards
  • Processors
  • Memory
  • Power Supplies
  • Video Cards
  • Network adaptors
  • Controller cards (example: USB, FireWire, and SCSI controller cards)
  • Sound cards
  • Video capture cards
  • Internal hard drives or other internal removable media drives
  • Network Printer Maintenance kits
  • JetDirect cards
Network devices

No network equipment may be connected to the campus network by any department other than Network Services. No purchases of these types of equipment are permitted by units other than Network Services.

Software

The IT Group does not require approval of individual software purchases. Server-based applications require IT Group consultation as well as approval. Volume software license purchases also require IT Group approval.

IT Group Hardware, Software and Peripherals Support Policy

Technical Support

The IT Group will publish a list of standard hardware and supported software on the IT web site. Full support includes documentation, installation, upgrades, troubleshooting, problem solving and repair of standard hardware. Some hardware will not be fully supported by the IT Group.

The IT Group will maintain a supply of spare systems, printers, peripherals, and parts for repairs and emergency replacements. Critical systems will be repaired or replaced immediately. The IT Group will work to maintain an up-to-date inventory of hardware, and may request inventory verification from departments.

The IT Group will work with the purchasers of specialized computing equipment to ensure that maintenance and repair services are available to them.

Full Support

The IT Group will fully support hardware if it has a KSC barcode (indicating it is owned by the college). Full support includes repair of equipment, ordering new parts and contacting outside maintenance vendors when needed.

No Support

If the equipment is owned by the college but not included in our supported list, the user must call the manufacturer or the vendor to request service. Equipment not owned by the college or not maintained in the inventory process is not supported. Equipment that is not maintained in the IT Group inventory but may be purchased by a department includes PDAs, digital cameras, scanners and desk jet printers. Support for these items is the responsibility of the purchasing department. We strongly recommend buying a maintenance contract for these items.

Computing equipment (hardware, software and peripherals) purchased by faculty with Professional Development funds is the property of the faculty, will not be assigned a KSC barcode, and is not supported by the IT Group. Computers purchased with Professional Development funds must be configured to update security patches automatically and have up-to-date McAfee VirusScan software installed if it is to be connected to the KSC network.

The following standards are subject to bi-annual updates.

Standard Hardware - Full Support
  • Dell Optiplex GX620, GX745, GX755, 760, 380 desktops
  • Dell Latitude 110L, D620, D531, D630, Latitude Series
  • Apple MacBook and MacBook Pro laptops
  • Apple iMac Intel Duo Core, PowerMac Desktops
  • All HP and Dell networked Laser Jet Printers (funded by central IT dollars or purchased with department funds with IT approval)
Hardware - Support Limited to Installation of Software
  • PDA's
  • Scanners
  • Digital cameras
  • DeskJet or inkjet personal printers
Standard Operating Systems - Full Support
  • Windows 7, Windows XP, SP3
  • Mac OSX 10.5 and 10.6
Standard Software - Full Support
  • Office Suite: Office 2007, 2010, SP2
  • Word
  • Excel
  • Access
  • PowerPoint
  • Outlook
Other - Full Support
  • Internet Explorer 7 & 8
  • Forefront Endpoint Antivirus Protection
  • Adobe Acrobat Reader
  • Datatel UI 2.1
Software Receiving Full Support

Standard Workstation Software | PC | Mac

Operating Systems Windows7, XP, SP3 Mac OS X 10.5 and 10.6
Office/Productivity Software Office 2007, 2010, SP2 Office 2004, 2008 for the Mac
Email Client Outlook 2007, 2010 Entourage 2004, 2008
Web Browsers Internet Explorer 7 & 8 Netscape 7.2, Safari
Anti Virus Software Forefront Endpoint AV ClamXav
Secure File Transfer Software SSH Secure Shell Client 3.2.5 MacSFTP - FUGU
Student Information System Datatel UI 2.1
Other Software Support
ProcessWire, WordPress and Contribute Support provided by Marketing and Communications Office
SPSS Support limited to license management and installation
Cisco VPN Support provided by IT Group HelpDesk
Banner UNH HelpDesk
Crystal Reports No support
Quick Books No support
Macromedia HomeSite Support provided by Marketing and Communications Office
FilemakerPro No support

Support Matrix for Software

Full Support

The HelpDesk is knowledgeable about the product and assists with troubleshooting and maintenance of the product.

Limited Support

The HelpDesk has limited knowledge of the software and will attempt to resolve issues.

No Support

The HelpDesk will not be able to offer assistance with this software.

Support for Special Use Software


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About this Policy

Hardware and Software Support Policy
Ownership: Information Technology
Last Revised: January 14, 2013
Categories: IT
For questions regarding this policy, please contact the policy owner.