Support for Hardware and Software

Standards (see lists below) are set for the benefit of the college community and have been used and tested by IT. For standard systems (hardware and software), IT guarantees compatibility of software applications, operating systems, and network connectivity. College purchasing policies require IT approval for all technology purchases. Hardware recommended and software recommended on the list of software standards receives approval when purchased through IT. If non-standard equipment and software are used, IT will make a best-guess effort to resolve any problems. There is no guarantee, however, of successful resolution.

As new products become available we evaluate them for our environment, so this list is routinely updated. Additions or deletions from these lists may occur at any time. IT will attempt to give adequate notice to those changes on the IT departmental website as we continue to strive to meet changing technologies and policies. Please contact the Help Desk for the latest information if there is a question.

Note: In order to receive full support, IT needs to be involved in the initial acquisition of technology resources. This is accomplished through the use of the IT Proposal System (forms and more information at the helpdesk site).

Tiered Level Support for Software

Level 1 Support - IT will provide full support (Helpdesk, troubleshooting, and if needed, training/documentation) for software listed on the IT standard software list. Every effort will be made to resolve software related issues. In the event, an issue can't be resolved, IT will offer alternative solutions. However, if the issue is caused by nonstandard or unsupported software, IT will remove the offending software in order to return the system to its previous working condition. Many "free" downloads and/or utilities create problems for our systems even though the software or utility is legitimate.

Level 2 Support - IT will provide limited support to college owned software that is purchased by specific individuals and/or departments. This support is limited in that IT will assist the user in the installation and configuration of the software to work on standard BSC systems. IT will also provide support if the software requires specialized printing and/or network configuration, provided such software does not negatively impact the campus network. Training and use of the software and its features is the responsibility of the individual and/or department. Outside training for specific programs may be obtained at New Horizons Computer Learning Center. Contact Human Resources for additional information about off-site training classes.

NOTE: IT will not, under any circumstance, install, configure, or support software that does not have a legitimate license code or product key, is a "copy", borrowed from another department/individual, etc. even if the original software was purchased by the college or one of its representatives.

Tiered Level Support for Hardware

Level 1 Support - IT will provide full support for all college owned system hardware including troubleshooting, repair, and if needed, replacement. Systems under manufacturer warranty are repaired by an outside authorized service. IT will make every effort to ensure that your hardware is repaired or replaced in a timely manner. However, please be aware that with manufacturer's warranty, there are many variables out of our control to which we must submit in order to have the system fixed or replaced.

Level 2 Support - IT will provide LIMITED support for hardware items that are requested by an individual or department that have gone through the approval process. Support is limited to the installation and configuration of the hardware and any associated drivers in order for the hardware and the system to function properly and for the troubleshooting and/or replacement of IT owned devices. Training and support on the use of such items is the responsibility of the end user. Such items include DVD-ROMS, CD-RW, DVD-RW, modems, scanners, document cameras, digital cameras and camcorders, local printers, etc.

NOTE: End users who purchase non-approved hardware for use on college owned systems will not be allowed to connect their hardware to the network. Personal computers, even if used for college business, do not fall under IT support.

Standards:

Software for Faculty/Staff	Software for Students
Windows XP Pro Office 2003, 2007 (excluding Outlook) OWA (Outlook Web Access) Datatel NOD 32 (Antivirus software) WS_FTP X-Win32 Internet Explorer Windows Media Player Quicktime Player Acrobat Reader Winzip Utility Limited support for software such as SPSS, Hyperstudio, Inspiration, Finale, Maple, Abobe products, Minitab, Matlab, Sonar, Reaktor and Pinnacle	Windows XP or Vista or Mac OS (support is limited to network configuration) Office 2003, 2007 NOD 32 (Antivirus software) Internet Explorer Windows Media Player Quicktime Player Acrobat Reader Winzip Utility FTP client
Hardware for Faculty/Staff	Hardware for Students
Pentium/ Dual Core Processor 1 GB Ram 40 GB Hard Drive Combo DVD-CDRW Drive Keyboard Mouse 17” LCD Monitor Network Card	Individually owned computers (hardware and software) are not supported by BSC IT Dept. Apogee Inc provides your ResNet internet service. Student Computer Repair: If your computer is broken, you are encouraged to work with the manufacturer or Apogee’s preferred network partners. These partners have special pricing for BSC students. For more information, please call the ResNet Helpdesk at x3033, option 1.