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CIT Policies: Computer Hardware SLA

**This SLA is for Calvin owned computers ONLY. Students, please visit the Student Hardware SLA.

Purchase (See Technology Budget Planning Process )

CIT is responsible for the purchase of all desktop computers and printers on campus.  Once the equipment is purchased an asset management tag will be placed on the computer by CIT.

Computers and printers are planned for and purchased via the department's technology budget. Every 3 years CIT re-evaluates its vendor relationships.  Every spring CIT selects two desktop PC models, two desktop Mac models and 3 laptop models.  Information on the selected models is posted each year.

Primary computers are those on faculty and staff desktops.  Currently these primary computers are being replaced on a 3-year rotation.  Secondary computers are a second computer on a faculty or staff desktop required by the work of that person.  Secondary computers are usually 4th or 5th year machines that come out of the primary machine replacement cycle.  One computer per employee is the norm; two the exception.

Loaner Equipment

CIT no longer loans out portable computer equipment for classes or travel.  The loaner pool of machines is currently available via the Audio Visual Department (x6-6334).

Repair

What we will repair

CIT Purchased, Calvin Owned
PCs, Macs and printers that are purchased by CIT and on our list of supported products are fully supported throughout their life cycles.  We will repair or replace this hardware at CIT expense if it is not in working order.

Other Purchased, Calvin Owned
PCs, Macs and printers that are purchased by someone other than CIT are either not supported or are subject to be reviewed for conditional support if requested.  We will take into account type of equipment, warranty information, complexity of the equipment, availability of parts and our repair skill set when making a decision.  If a conditional support arrangement is possible a SLA will be drawn up between CIT and the department prior to or during the purchase.

Other Purchased, Other Owned
We do not support hardware that is not owned by Calvin College.  All personally owned hardware should be brought to a local repair shop for upgrades and repairs. The HelpDesk will provide a list of local repair options if you are seeking external support.

Who will repair it

CIT repairs most PCs and Macs in the CIT Shop in the Hekman Library.  Sometimes a repair is sufficiently simple and can be performed at the customers desk.  Sometimes a repair is sufficiently complex as to warrant our sending it to the vendor for repairs.  Only CIT should contact the vendor for support.  Printers are currently being repaired regularly by Service Express personnel.  All of our employees should be wearing a Calvin College name tag.  All Service Express employees wear their own name tag.  Machines should not be released to anyone else claiming to be making a repair.

Who will replace it if it is lost or stolen

Desktop equipment in public areas should be secured at all times with a Calvin security cable.  Desktops in private offices should be secured by locked doors.  Departments are responsible for the cost of replacement of all equipment that is not properly secured.

Computer Operating Systems

The HelpDesk supports both the Mac and PC platforms for Calvin owned machines. If we find an outdated or no longer supported version of Windows or Mac OS X on a Calvin owned computer, it will be upgraded to the supported version.

Support includes:

  • File Management
  • Printing - Novell print queues and Calvin-owned local desktop printers
  • Software
  • Hardware - Driver management
  • Network - TCP/IP, Novell Netware client
  • Preferences - i.e. Display, Sound...

Support does not include:

  • Third party utilities/enhancements - i.e. Screen savers, Desktop Themes
  • File and Printer sharing
  • Personal files, programs, and settings