Need technology services for lab or telephone support?

Listed below are service agreements for technology and telecommunications.

Telecommunications Services Policy
Support for phone service (new or movement of phones; problems with phone service; specialized phones) may be obtained in one of the following ways:

• The preferred method to request phone service is through the online HelpDesk ticketing system. Use the online dropdown menu for telecommunications support. If you are unable to write your own ticket call the HelpDesk (x3390), a staff member will record the required information.
• Alternatively you may send in a paper or email request for services to the HelpDesk.

All service requests must be received a minimum of five working days prior to the requested date of service.
Services requested during 'peak events' need to be submitted two weeks in advance. Peak events include but are not limited to Trustee Weekend, Summer Conferences, Common Ground, and the start of the Academic Year. A McDaniel College Phone Service Request forms can be obtained on the McDaniel College Intranet.

Help Desk Service Policies

The McDaniel College Help Desk is committed to providing the following services:

• The Help Desk shall provide each member of the faculty and staff the use of a working desktop or laptop computer as required for the fulfillment of that person’s duties at the College.  Each computer shall be of a reasonable age and speed for the person’s primary usage, to the extent allowed by budgetary and support considerations.
• The computer shall be installed with the standard software package defined by IT at the time and with other software recognized by IT as being necessary for the user to fulfill his/her duties.
• All installed software shall be maintained in good working order as long as it is configured as recommended and installed by IT
• Additional hardware and software considered necessary or desirable for a group or individual to fulfill their mission within the institution will be supported by IT at the same level provided that a support agreement has been entered into with IT before the equipment or software was purchased and that the equipment or software has been installed and configured by IT and not significantly modified by non-IT persons without IT approval.

Repair and Replacement

Information Technology (IT) provides hardware repair and replacement services for computers, networked printers1, and other peripherals used by faculty and staff at McDaniel College. Our own certified hardware technicians typically install replacement equipment or upgrade components. Labor is provided at no cost.

The department (or office) is financially responsible for the cost of the device or parts only under the following situations:

• If the department wishes to purchase a new PC or peripheral outside the aegis of the annual technology budget review.
• If the department wishes to upgrade existing equipment (for example, the need for a larger hard drive or more RAM).
• If the department wishes to repair a component or device that IT has deemed economically irreparable. If the cost of a repair to a component exceeds 50% of its current value, IT will choose not to repair it. In cases such as this, the department can either pay for the repairs themselves through an off campus entity, or purchase new equipment. This policy saves the college from repairing old or outdated equipment.

Please provide a cost account code when ordering equipment and parts through Information Technology. IT will not support any product not on our approved Vendors List².

¹Note:  Under most circumstances, HP Network printers would be replaced by IT through our campus wide repair and replace budget. Personal inkjet or laser printers are not.

²Approved Vendors List: (subject to change): Apple, Brother, Canon, Dell, Epson, Hewlett-Packard, Lenovo (through  2010), & Samsung.

Repair Cycle

Our goal is to repair any PC within 24 hours of the call, and maintain parts and backup equipment for many, but not all of the desktop products on campus. We do not stock parts for the newest Apple and Dell computers we own. Replacement parts are most often shipped overnight, but this can add a day or more to the repair cycle.

Laptop computers of all makes must be sent off-site for repair. We will back up your data (if possible) and provide a loaner while your laptop is out for repair. It may take a week or more to get the device   repaired and back to us.