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


Full Support

ITS 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, ITS will process all warranty claims with Apple, Dell or Microsoft. If the computer is no longer under a hardware warranty, ITS 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 Full Support

Manufacturer Desktop Models Laptop Models


  • Mac Mini (Late 2014 or newer)
  • iMac (Late 2015 or newer)
  • iMac Pro (2017)
  • Mac Pro (Late 2013 or newer)
  • MacBook (Retina, Early 2015 or newer)
  • Macbook Air (Early 2015 or newer)
  • Macbook Pro (Early 2015 or newer)


  • OptiPlex 9010, 9020MT, 9030 AIO, 7040,7440 AIO, 7050 and 7450 AIO
  • Latitude E4x30 and newer, E6x30 and newer, E5000 E7000 lines


  • None
  • Surface Pro Models purchased after April 2017 and before April 2021 **

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


End of Support

ITS will facilitate the recovery/transfer of data, but will not attempt to resolve technical issues. ITS will work with the client to determine a suitable replacement if need be.


Computer Models under End of Support **

Manufacturer Desktop Models Laptop Models


  • OptiPlex Pre-260, 260, 270, 280, 620, 745, 755, 760, 780, 960, 980, 990
  • D-Series (610, 620, 630, 810, 820) or earlier.
  • Latitude 2x00, E4x00, E4x10, E4x20, E6x00, E6x10, and E6x20 series


  • Mac Mini (Late 2012)
  • iMac (Early 2013 through Mid 2015)
  • Mac Pro (Mid 2012)
  • MacBook Air (Mid 2013/Early 2014)
  • MacBook Pro (Late 2013/Mid 2014)
  • None
  • Surface models purchased before 2017

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


Unsupported Computer Models

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



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 ITS Service Desk.

Need Assistance?

The WKU ITS Service Desk is here to help. Give us a call, chat with a representative online, use the Self-Help Knowledge Base and more.

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 Last Modified 6/15/21