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Support Standards - IT Division

Computer Hardware Standards

The basic computer hardware support policy is to assist with all computer-related equipment in use by faculty and staff on WKU’s campus. However, the enormous variety of equipment makes it impossible to deliver the same level of service for all devices. Every effort is made to respond to all requests for help, but the level of support may be limited for some computers and peripherals, depending on their hardware configuration, software configuration, function, age or other factors.

Levels of Support

The following describes the levels of support provided by Information Technology on WKU-Owned computer-related equipment.

Computer Models under Full Support
MANUFACTURER DESKTOP MODELS LAPTOP MODELS

Apple

iMac 12,1 (Mid-2011) and newer

Mac Mini 5,1 (mid-2011) and newer

Mac Pro 6,1 (2013) and newer

MacBook Pro 6,1 (Early -2011) and newer

MacBook Air 4,1 (Mid-2011) and newer

Dell

OptiPlex 990, 9010, 9020MT, 9030 AIO, 7040,7440 AIO, 7050 and 7450 AIO

Latitude E4x20 and newer, E6x20 and newer, E5000 E7000 lines

Microsoft

None

Surface Pro 3 and 4**


**
Surface Pro models must have been imaged by WKU IT and have a WKU inventory control number assigned. 

Full Support Definition: WKU IT will ensure the working order of the computer, using reasonable staff time and support resources, and will facilitate any hardware repairs if the computer is under warranty. This includes:

  • Pre-configuration of all new hardware and software to WKU’s standards.
  • On-site setup of all new computers meeting WKU’s requirements. This includes ensuring the new computer is fully functional, and the user can access all resources needed to perform job responsibilities.
  • Evaluate service requests to determine best solution. This may include consultation with other Information Technology support staff to fully diagnose the issue and determine if the cause is within the computer or caused by external factors.
  • Hardware Warranty: If the computer is covered under the manufacturer’s hardware warranty, WKU IT will process all warranty claims with Apple, Dell or Microsoft. If the computer is no longer under a hardware warranty, WKU IT will provide the client with a quote for replacement parts. If the client does not wish to purchase the parts, then the computer will fall under the “End of Support” category.
Computer Models under End of Support**
MANUFACTURER DESKTOP MODELS LAPTOP MODELS

Dell

OptiPlex Pre-260, 260, 270, 280, 620, 745, 755, 760, 780, 960, 980

D-Series (610, 620, 630, 810, 820) or earlier.

Latitude 2x00, E4x00 and E6x00 series, E4x10 and E6x10 series

Apple

iMac, Mac Pro, Mac Mini (Pre-2011)

MacBook, MacBook Pro, MacBook Air (Pre-2011)

**Some models may technically still run a supported Operating System but performance may be poor and the hardware warranties have expired.

End of Support Definition: WKU IT will facilitate the recovery/transfer of data, but will not attempt to resolve technical issues. IT will work with the client to determine a suitable replacement if need be.

Computer Models under Unsupported: All computers falling outside of the above criteria are considered Unsupported; therefore WKU IT will not provide technical assistance for the computer.

Unsupported Definition: WKU IT will not provide technical support for the computer other than decommissioning it for surplus. IT will work with the client to determine a suitable replacement if need be.

Desktop Support reviews these standards every six months and makes updates when necessary. 

Computer Assessment Service

Desktop Support offers a Computer Assessment Service for WKU departments. Upon request, a Desktop Support staff remember will schedule an onsite visit to compile a detailed inventory list on a Department's computers. They will then provide feedback for a replacement cycle and/or hardware upgrades. This is for information purposes only. Departments are under no obligations to make purchases upon receiving recommendations from Desktop Support. 

For more information contact the IT Division: http://www.wku.edu/it/contact/

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 Last Modified 6/12/17