Software Support Standards

The basic computer software support policy is to assist with all software in use by faculty and staff on WKU’s campus. However, the enormous variety of software products makes it impossible to deliver the same level of service for all software. 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 age, operating system, driver availability or other factors.  

 

Windows 10 on Computers at WKU

WKU ITS currently supports only Windows 10 x64 on Dell computers.

  

Standard Software Image

All computers supported by ITS utilize a standard software image. If there is a need for additional software, it is the responsibility of the client to procure and install.

Information Technology Services strongly encourages the purchase of software maintenance and support on any software product that is not listed above.

Additional software is available at the WKU Software Center, the Microsoft Endpoint Manager software center on Windows computers and the Self Service app on macOS devices

 

Data Transfer and Storage 

ITS is not responsible for the backup and restoration of non-work related data including, but not limited to: music, personal pictures, games, and non-WKU owned software. It is recommended that personal data be stored on external devices such as USB external drives, which are to be purchased with personal funds. ITS support staff has discretion in identifying personal data; however music, photographs, and videos used in scholarly work are exempt.

In the case of an Operating System Refresh (OSR), the client’s existing hard drive will be replaced with a pre-imaged hard drive. Data will be transferred to the new drive, and the existing drive will be stored in a secure location, in its current state, for 30 days. If the client discovers missing data within 30 days of an OSR or computer upgrade, a request to restore the data can occur by contacting the ITS Service Desk.