This document details SSCC desktop (including laptops) support policies and procedures established by the SSCC Steering Committee. For special requests or questions about this policy, please contact Nancy McDermott, SSCC Director (262-3206).

Which Desktops the SSCC Supports

SSCC staff provide support only for desktops primarily used to carry out University business. This section describes the level and priority of support provided when these desktops are bought with University funds versus when these desktops are bought with personal funds.

Desktops used in home offices must be brought onto campus for service. Staff do not make home visits. Please schedule your service request before bringing in your desktop from home to ensure a minimum turnaround period.

Members from the School of Education do not receive Desktop Support from the SSCC. They should contact their local SOE IT person instead.

Desktops Bought with University Funds

SSCC staff are prepared to provide the full range of services described in this document for desktops bought with University funds by SSCC members that are used in campus or home offices to carry out University business.

Desktops Bought with Private Funds

SSCC staff are prepared to provide all services described in this document except for hardware services for desktops bought with private funds. During busy periods, desktops bought with University funds receive a higher service priority than desktops bought with private funds.

Any SSCC member who wishes to use a privately owned desktop in their campus office is welcome to do so with the following proviso in mind:

Not under any circumstances is the SSCC or the University of Wisconsin responsible for any damage that occurs to any privately-owned desktop while on campus.

If a privately owned desktop is going to be attached to the building network, then the following requirements apply:

• SSCC staff must be allowed to configure TCP/IP on the machine and you must accept SSCC standards for a network interface card. (Send requests to the Help Desk.) Keep in mind that there are a limited number of network connections available in campus offices.
• Linux desktops must meet certain configuration requirements. (See next section.)
• Up-to-date antivirus software must be installed on desktops running Windows.

Which Operating Systems the SSCC Supports

SSCC supports three operating systems for desktop computers: Windows, MacOS, and Linux.

Windows

All PCs running one of the Windows operating systems in the Social Science Building can be part of the Microsoft Windows network, which is organized around servers running the Windows 2003 Server operating system. PCs are able to share printers, disk space, and applications that are provided by network servers. To be part of this Microsoft network, up-to-date antivirus software must be installed on the PC.

MacOS

Macs run successfully on the building network and are able to use network printers and use all software on SSCC's Windows Terminal Servers via downloadable client software. It is also possible for Mac users to mount Linux and Windows network directories.

Linux

Running a Linux operating system on a desktop connected to SSCC's network imposes certain security risks for both the desktop and the entire SSCC network. The following paragraph from Step by Step Security for Linux published by SANS (System Administration, Networking, and Security) Institute provides a good introduction to the topic:

"Linux is an "Open Source" operating system which means its source code for the kernel and system utilities is available for download, inspection, and modification. This is a double-edged sword: system developers and ordinary users alike have access to the source code so bugs are found and fixed more quickly; but system crackers have access to the code as well, and they can use this knowledge to develop exploits more rapidly and reliably. This does not make Linux less secure than its proprietary competition. On the contrary, bugs are discovered faster in an open environment, and patches and updates are issued for Linux system software very quickly. Unfortunately, most users install Linux from CD-ROM media that quite often contains vulnerable programs by the time the ink dries on the label. Another unfortunate aspect of installing commercial Linux distributions is that, for ease of use, these Linux systems are configured with most, if not all, network services running immediately after the computer is booted up, and without any access controls in place."

To keep security risks to a minimum, all Linux desktops connected to the building network must meet certain configuration requirements. Please contact Nancy McDermott, SSCC Director (262-3206), if you would like to run Linux on your desktop.

Requesting Support

Requesting desktop support is very simple. Just contact the Help Desk and your request will be logged and assigned to the appropriate staff person. Please do not contact SSCC staff directly because each request must go through Help Desk in order for the request to be logged and tracked properly.

If you have a private office and do NOT want SSCC staff entering without your being there, please make this known at the time you make your request. The staff person assigned to service your desktop will then arrange an appointment at a time convenient for both of you. Otherwise, it is SSCC policy for staff to service your desktop at their earliest convenience which may be at a time you are not present. If this happens, the staff person will leave a note that they have been there.

Getting Help from DoIT

The Division of Information Technology (DoIT), the University of Wisconsin's campus wide computer service department, offers desktop services including a show room for purchasing hardware, an installation and repair service, a help desk for answering questions, a free dial-in modem pool, and a backup service. DoIT's help desk number is 264-4357 and is available 24-hrs/day.

If you are not sure whether you should be requesting service from DoIT or SSCC, send your request to SSCC Help Desk and we'll either take care of your request or refer you to the appropriate contact at DoIT. Except for hardware problems with desktops bought with private funds, certain administrative software like ISIS, and remote access to DoIT's dial-in modem pool, SSCC can usually take care of your desktop support requests. Also, at the end of this document is a list of desktop services not supported by SSCC staff. This list includes alternative sources of support.

Desktop Support Services

Desktop support can be broken down into four main service areas:

• Purchasing and setting up a desktop
• Network services and assistance with network related problems
• Software services and assistance with software related problems
• Hardware services and assistance with hardware related problems.

The following sections provide a list of services for each of these four areas.

Purchasing and Setting up a Desktop

SSCC staff are eager to help you make your choices when deciding which desktop to buy. While it is true that almost any brand will work satisfactorily in the SSCC network, there are certain components of some systems that are best avoided. These types of problems can usually be avoided simply by consulting with SSCC staff before you buy.

If you are not sure what to buy or you have special requirements for a particular component of the desktop system (like the monitor), SSCC staff can offer advice in this area as well, including contacting vendors for specifications and prices and providing information for the purchase order.

Once the new desktop arrives, SSCC staff will set it up in your on-campus office. We will also copy files from an old system to the new one and remove any old equipment, if necessary. Old equipment may be installed elsewhere (an RA's or faculty office, etc.), be used for parts, or surplused. Desktops destined for home can only be partially set up before they leave campus. SSCC staff will not go to your home to set up your desktop.

Network Services and Assistance with Network Related Problems

SSCC staff will provide a physical network connection within the Social Science Building and troubleshoot all network connectivity issues. This includes problems associated with hardware including installation and configuration of network interface cards (NIC) and problems associated with software including installation and configuration of network protocols, client services, etc.

If you are having problems with your physical network connection outside the Social Science Building, please contact the appropriate Internet service provider (ISP). For example, if you have a cable modem at home and are experiencing network outages, please contact Charter Communications or whichever ISP you purchased your cable modem service through.

SSCC staff can offer advice with home networking issues. During busy periods, these requests may receive a lower priority. As stated above, the physical connection is not the responsibility of SSCC; however, we can do limited configuring for a system destined for home provided we have the necessary network information. Please keep in mind that each home network is unique and therefore SSCC is unable to support all scenarios. We will not visit your home to set up your network.

Software Services and Assistance with Software Related Problems

Refer to the SSCC Software Support Policy for a list of all the Windows software for which SSCC staff can provide troubleshooting and consulting assistance about the software's usage. Each software product on the list is assigned one of three support levels: full, limited, or minimal. These three support levels are defined in the document. SSCC staff do not provide troubleshooting and consulting assistance for software not on this list.

SSCC staff will install and update any licensed software (whether it is on the software support list or not) that you have purchased to carry out University business. Please note that some software is only licensed for on-campus use and so cannot be installed on desktops destined for off-campus locations.

SSCC staff will not feel obliged to troubleshoot problems that may be caused by incompatibilities due to games or other nonprofessional software installed on the desktop.

Hardware Services and Assistance with Hardware Related Problems

SSCC staff provides routine hardware diagnosis and repair including replacing/adding memory, hard drives, floppy and CD drives, motherboards, fans, network cards, power supplies, etc. for University-owned desktops.

When the hardware is under warranty, we will contact the vendor and arrange to have the part shipped to us. When it is necessary to return the broken hardware component, we can arrange this with the vendor as well.

When the hardware is not under warranty and it requires a part that is kept on hand, SSCC staff will gladly give it to you for no charge. Otherwise, we will order the part for you, but you must provide payment.

Please note that SSCC does not maintain any inventory of extra desktops that could be used as loaners. You might try contacting your department or agency for availability.

All routine maintenance of printers including cleaning and changing toner cartridges are your responsibility.

Note: SSCC staff does not provide hardware repair for privately owned desktops.

Support Services Not Provided

The following areas fall outside the realm of desktop support:

• Problems with desktops not primarily used to carry out University business.
• House calls. Desktops used in home offices must be brought onto campus for service. However, we can usually recommend someone who will make house calls on their own time for an hourly fee.
• Desktop hardware repair for privately-owned desktops. DoIT's Installation and Repair Department (263-4829) can provide hardware repair on privately owned desktops for a fixed rate.
• Troubleshooting and consulting assistance for software not on SSCC's list of supported software. DoIT's help desk (264-4357) may be able to help. Otherwise, you should contact the software vendor or check out on-line support at the vendor's web site.
• Troubleshooting problems that may be caused by incompatibilities due to games or other nonprofessional software installed on the desktop. DoIT's help desk (264-4357) may be able to help. Otherwise, you should contact the software vendor or check out on-line support at the vendor's web site.
• Backup services for files on local drives. On the other hand, SSCC provides network drive space for desktop clients on the SSCC Microsoft network (PRIMO) and this space is backed up. Also, DoIT offers an inexpensive service for backing up local desktop drives. Contact the DoIT Showroom at 265-7469 for details.
• Providing "loaner" desktops. Check with your department for availability. Otherwise, you can borrow or rent a laptop from several campus locations.