Policy - Computer Support

This document defines the eligibility for computer system support, processes used to determine appropriate support scenarios between Faculty, Staff, Students, Alumni, and Visiting Artists, and support practices from CalArts IT.  These policies define the roles and appropriate responsibilities of CalArts IT and our customers in matters of Institute and personally owned computer equipment along with IT controlled and external services.

Support Matrix

Standard Policies

CalArts IT will selectively approve and support computer systems that meet or exceed certain criteria.  Computer systems that meet the Computer Support Policy standard and are approved by the IT department will have a blue asset tag affixed to the unit.  This is to establish a baseline that will allow the best computing experience for the customer as well as being able to provide outstanding support.

Minimum Hardware Requirement (applies to Apple, Dell, iPad/iPhone)

  1. Institute owned system
  2. Computer System no more than 4 years since initial purchase
  3. Intel Core i5 Processor
  4. 8GB of RAM
  5. 256GB Hard Drive (Solid State)

Minimum Software Requirement (Apple)

  1. Apple OS 10.10.x or later
  2. Apple Remote Desktop Client
  3. JAMF Systems Management Client
  4. Sophos Anti-Virus Client
  5. Bomgar Remote Support Client
  6. KACE Systems Management Client
  7. Device Enrollment Program
  8. Microsoft Office 2011 or later

Minimum Software Requirement (Dell)

  1. Windows 10 Professional or later
  2. Sophos Anti-Virus Client
  3. Bomgar Remote Support Client
  4. KACE Systems Management Client
  5. Microsoft Office 2010 or later
  6. Computrace (Laptop Only)

Minimum Software Requirement (iPad/iPhone)

  1. iOS 9.x or later
  2. Current Generation of Hardware
  3. Cellular
  4. 16GB Storage
  5. Meraki Mobile Device Management
  6. Device Enrollment Program

Computer Hardware Lifecycle

It is a requirement that every computer be replaced prior to its fifth year of service.  This is to ensure the best desktop experience, systems remain reliable, parts are available for service, and the workstations are able to keep up with the advances in software technology.

Asset Tag

A blue asset tag is placed on computer systems, monitors, printers, and peripherals.  This tag is used for the primary identification of the equipment and support eligibility.  The identification of the computer ties into our systems management service that ascertains basic information about your computer.  This information is vital to providing the best support.

Administrator Access

By default CalArts customers are assigned general access.  General access is sufficient to complete day-to-day computing tasks. Administrator access is reserved for CalArts IT staff to perform troubleshooting, updates, maintenance, and software installs.

Computer Software

All physical media and license information is stored by CalArts IT.  This is to ensure the Institute is properly licensed.  Only software purchased through CalArts IT will be installed on a supported computer.  Personal computers are not eligible for institute owned software.  CalArts IT will only install standardized job-related software, Managerial and IT approval is required for any other workstation installations.

Virtualization and Dual-Booting

CalArts IT will support computers utilizing virtualization (VMWare, Parallels, etc).  However, computers that dual-boot (Apple Bootcamp, etc) will not be supported.  Regardless of the number of virtualized environments, standard IT software policies and installations will be followed (KACE, Bomgar, Office, etc).

Printing

CalArts IT will setup computers to print to an existing network printer or require a new network printer for use by all staff in the department or area.  Service calls for printer repair other than toner and paper shall be directed to CalArts IT.  The purchase of personal desktop printers is not permitted: we promote workgroup printing as a matter of fiscal responsibility, maintenance, efficiency, and environmental concern.

Confidential Printing

Confidential printing needs are not justification for a personal printer.  All staff members occasionally have the need to print a document they consider to be confidential. Printing these documents requires care by the staff member to ensure that they are not left on the device once they are printed.  Most Multi-Function Printers offer a confidential printing feature that CalArts IT can assist you with (if available on your department MFP).

Purchases

To ensure proper supportof CalArts and its technology, Information Technology requires any computer, software or otherdevice that will connect to a CalArts computer and/or the CalArts Network, bepurchased through the IT office.

Purchasing through IT has the following benefits:

  1. Supported devices will have an asset tag.
  2. Assistance in purchase planning and recommendations.
  3. Reduced overall costs of administration and maintenance.
  4. Maximized savings with volume purchasing from preferred vendors.
  5. Centralized record keeping for planning and maintenance.
    1. Note: Full loss of support occurs when unapproved software is installed on, or rogue devices are connected to, supported computers (excluding external storage devices).  An unsupported printer qualifies as a rogue device.

End of Year Purchasing Deadline

Any “End of Year” purchase requests must be in an IT Ticket with an account number on or before May 15th.  Orders placed after May 15th may not arrive before the end of the fiscal year.

Equipment Retirement

Any computer, media (flash drive, external hard drive, etc.), or computer related equipment or device that no longer functions, reached the end of its lifecycle, or is no longer maintainable by IT will be moved to the IT department where it will have all software and files wiped from its hard drive. This process is required to protect CalArts data and software licenses.  The equipment will not be returned to the department upon retirement.

Requesting Support

The IT Ticket System is the required method for receiving support from CalArts IT.  CalArts IT prioritizes the request and will resolve submitted issues as quickly as possible, with work stoppage issues garnering immediate resolution.  Using the ticket system is a convenient means of tracking the status of your request, receiving updates from IT staff, and reviewing ticket history.  

Desktop Email Client Support

CalArts IT does not support any third party desktop email client.  The only supported email client is a web browser.

Remote Support

CalArts IT maintains the ability to connect remotely to supported computers.  CalArts IT uses this ability to provide more effective support to our customers.  Unless an emergency situation arises, CalArts IT will never utilize these remote-viewing tools without prior customer authorization.

Automated Patching

CalArts IT recognizes the need for a methodical updating process to minimize unnecessary downtime for our customers.  With this in mind, automated patches will be deployed.  Users may be required to restart their computers to complete the installations.  If machines are not available on that day, patches will be deployed at the next available opportunity.  There are times when patches must be installed immediately and during these moments CalArts IT will employ our best effort to notify customers before deployment.

Departmental Software Version Control

Software used in individual departments must be of identical version (e.g. Office 2007) to ensure appropriate compatibility between computers, ease of use and training, and to promote efficient troubleshooting.  Upgrades to standard software must be purchased/enacted on a department-wide basis after approval from CalArts IT.

Lab Software Standardization Policy

Computer Labs must have additional support software installed on each workstation (ie, ARD, DeepFreeze, Vision) to ensure the stability of the lab as a whole.  Software used in labs must be of identical version (e.g., Office 2007) to ensure appropriate compatibility between computers, ease of use and training, and to promote efficient troubleshooting.  Upgrades to standard software must be purchased/enacted on a lab-wide basis after approval from CalArts IT.

Software Support

Exceptions

CalArts faculty, staff, and students must comply with all applicable policies.  Exceptions to these policies are reviewed by the Director of Information Technology and handled on a case-by-case basis.

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