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Services & Policies

• Hours
• Contact Methods
• Network Services
• Workstation Services
• Software Support
• User Responsibilities
• CR Responsibilities

Computing Resources supports the computer network infrastructure, develops programs and supports individuals and departments with their computing needs across the college.

1. Hours:

PC Support

Regular University Hours 8 am – 5 pm, Monday through Friday

UVIS Support

Regular: 7 am – 5:00 pm Monday through Friday
After Hours: 5:00 pm – 7 am and 24 hours Weekends and Holidays

2. Contact Methods:

PHONE:

For PC Support Help Desk (OOPS line- 3-6677) (option 2)

Response time: Acknowledgment generally by half an hour. Task accomplishment depending on urgency. Efforts are made to resolve calls as soon as possible taking into account table below.

For Hospital System support (UVIS)

1. Check with co-workers, supervisor, or Area Coordinator first. Often they have had the same issue.
2. Call the Hospital Information Systems Liaison 3-6814
3. If unable to resolve the issue and the hospital liaison is unavailable call 3-6677 option 1.  This is the Computing Resources Programmers line.  Leave a message if the phone is not picked up.
4. If urgent and you have been unable to contact someone, call the after hours beeper 982-5934.

Hospital System After Hours Beeper (982-3540)

Response time: Usually immediate by Computing Resources System Programmers ( 3-6677 option 1) during regular hours Monday through Friday. After Hours within half hour of page.

EMAIL:

Email vethelp@ncsu.edu (for PC Support)

Response time: Acknowledgment same day. Task accomplishment depending on urgency. Efforts are made to resolve calls as soon as possible taking into account table below.

Priority/Urgency for PC Support: The assessment of Priority/Urgency depends upon the number of users affected, the type of problem and its severity. The speed with which we can get to this problem depends on the available staff. The maximum staff available for PC Support would be 3, but often there may only be 1 or 2 individuals available. The table below offers guidelines for the handling of problems:

PC Support Priority/Urgency Levels

Priority Level	No. of Users Affected	Type of Problem	Severity	Available Staff
1	Large	A, B, C*	No Work Can be Done	1 - 3
2	Large	A, B, C	Partial Functioning	1 - 3
3	Single	A, B, C	No Work Can be Done	1 - 3
4	Single	A, B, C	Partial Functioning	1 - 3
4	Single	not A, B, C	No Work Can be Done	1 - 3
5	Single	not A, B, C	Partial Functioning	1 - 3

*A - College and Hospital Business like Peoplesoft, Personnel, Budget, or Grading Applications, B - Network/System Problems, C - Viruses/Security

3. Network Services:

a. User Account Creation:

An official departmental or hospital contact similar to those coordinators responsible for maintaining the People Database should provide us via email at vethelp@ncsu.edu with the name, Employee ID number, location, and accounts needed such as email, Netware, Groupwise, and hospital.

Response time: Within two days.

b. Backup of UVIS System:

There is a daily backup and restructuring of data.

4. Workstation Services:

a. Hardware support:

• Installation of supported networked PCs and networked PowerPC Macintosh computers.
• Installation and configuration of recommended network adapters.
• Installation of supported peripheral devices such as printers, sound cards, zip drives, scanners, etc.
• Disconnection and reconnections of computers, printers, scanners, etc. to facilitate moves. Computing Resources personnel do not participate in the actual relocation of equipment.
• Hardware troubleshooting. CVM Computing Resources will assist in identifying the problem component. The customer or customer’s department may be required to return the component for repair/replacement if under warranty or seek outside assistance from third parties. The University Computing Services lists outside vendors at http://www.ncsu.edu/cc/essentials/your_computer/computer_repairs/local.html

b. Software Support:

• Installation and configuration of supported operating systems. Customers must obtain licenses.
• Installation and configuration of supported network protocols and clients.
• File and print services for shared files and printers.
• Installation and/or delivery of CVM standard suite of applications via Netware Application Launcher.

c. Standard Software:

• Administrative Computing Services (ACS) access
• PeopleSoft Suite; McGill TN3270
• Anti-Virus Software
• Symantec AntiVirus
• Calendar, Scheduler*
• Oracle Calendar Suite, Novell Groupwise*
• Room/Facilities Scheduler*
• CEO Scheduler Plus
• Email
• Groupwise^*, Eudora, Thunderbird, Webmail
• Internet Browser
• Internet Explorer, Firefox
• Office Suite
• MS Office 97, MS Office 2000, MS Office XP, MS Office 2003, MS Office X (Mac),
• TCP/IP Utilities
• Smart FTP, Putty Telnet
• Operating Systems
• Windows 98//2000/XP Mac OS X
• Web Page Editor
• Macromedia Dreamweaver
• Multimedia Browser Plug-ins
• Adobe Acrobat/Reader, Quicktime, Microsoft Media Player

* CVM Administrative Users
** Macintosh computers

d. Non-Standard Software

CVM Computing Resources will provide very general consultation and assistance with applications and systems that are not listed as standard software. This includes locally (on a user's computer hard drive) installed application software. This assistance will focus on ensuring the software will not adversely affect the computer network.

e. Non-Standard Computing Hardware

CVM Computing Resources will provide very general consultation and assistance with non-Intel-based PCs and non-PowerPC-based Macintosh computers. This includes older Macs and Unix workstations. This assistance will focus on ensuring the hardware will not adversely affect the computer network.

5. Personally-owned computers

Owners are responsible for installing, maintaining, troubleshooting, repairing, and upgrading personally-owned computing hardware and software. For users who want to connect remotely to the campus computer network , the CVM Computing Resources will recommend the necessary software and hardware to enable access, and owners can review the following webpage Getting Connected from Off Campus for further assistance. To connect while at CVM, only wireless, nomadic computing is available at this time throughout the main CVM building. Wired nomadic computing has not been planned as yet. The CVM Research Building has nomadic wireless connectivity in central areas on the top three floors. Nomadic computing at NC State means that individuals can access the Internet and their email at different public locations across campus using appropriate hardware and configuring their software for it.

6. Workstation Services Provided by the User

• Physically installing/relocating PCs, printers, scanners, etc.
• Installing unsupported peripherals
• Installing custom applications
• Customizing desktops
• Attending necessary training (Human Resources may have classes available)
• Backing up the local hard drive(s) including documents, data, email, attachments, etc.
• Scanning for/removing viruses in a timely manner
• Procuring necessary licenses for all local applications and operating systems
• Reconfiguring workstation/reinstalling custom applications if CVM Computing Resources must reload workstation OS
• Ordering hardware (after consulting with CVM Computing Resources support staff)
• Scheduling (including shipping) all warranty/repair work
• Support for any locally stored email archives (administrative Groupwise users)
• Procuring necessary peripheral devices such as printer cables and ethernet hubs.

7. Network Services Provided by CVM Computing Resources

• File and print services (creation of printer objects, print queues, and print servers, shared directories, etc.)
• Full file server backups performed monthly. Incremental server backups performed nightly;
• Backup tapes retained for 6 months.
• File restoration within 48 hours (requested via the help desk); customer must provide file name and location to facilitate restore.
• Shared/departmental disk space to CVM administrative groups and other CVM groups as needed and server space allows. CVM Administrative groups, departmental administrative groups, and VTH have priority. Space is allocated on an as needed basis.
• Wireless, nomadic computing is available at this time throughout the main CVM building and in central areas of the top three floors of the Research Building.