College Computing Support Policy
General Statement
The ratio of CLA Office of Information Technology technical support staff to the staff and faculty of the college is approximately 1 to 100. For a well-supported computing environment, a ratio of 1 to 30 is the norm. Moreover, most college units have more computers installed than there are staff and faculty employees. As a consequence, the technical support staff or CLA-OIT has found it necessary to set standards and policies that provide the best service possible, given the number of people and their computer systems that require continual support.
See this document on computer support policies for additional information about support eligibility.
On Campus Support
CLA Office of Information Technology guarantees technical support for CLA computers that are on campus, were purchased with University funds, met CLA-OIT standards at the time of purchase, and are less than 3 years old. We also provide support for CLA-licensed Office Suites, operating systems and CLA-OIT installed Internet applications less than 4 years old. See this page on currently supported systems for more information.
CLA Office of Information Technology will pay for repair service on a single "primary" computer issued by CLA-OIT, purchased with CLA-OIT funds, or purchased with faculty start-up funds. Repair services are also provided for any computer purchased by CLA-OIT with college funds such as those used by non-printed budget teaching personnel and PeopleSoft users.
The CLA Office of Information Technology staff can only efficiently carry out its duties working on campus. Troubleshooting systems at remote offices or private homes is not permitted during working hours. CLA-OIT staff technicians are allowed, at their personal discretion and in their off-hours to do system repair or support work remote or private locations. Reimbursement by the persons or organization requesting such work is expected, under terms agreed to by the support technicians.
System Acquisition, Upgrade, and Replacement
CLA Office of Information Technology will purchase new computers every 3 years for printed budget and non-printed budget teaching personnel. Purchases will be made twice per year, during aggregate purchase negotiation periods. CLA will pay 75 percent of a base standard PC or $665, whichever is less. CLA-OIT may refuse to support or pay for service of "primary" computers purchased by units or individual faculty that do not meet minimum standards set by CLA-OIT.
Replaced computers can be kept or returned to CLA for trade-in value. CLA Office of Information Technology will settle trade-in values with units for three-year-old computers based on percentage of ownership.
Need Help Now?
CLA-OIT Helpdesk
Contact us directly:
Phone: 4-HELP(612-624-4357)
E-mail: help@cla.umn.edu
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