Support Options for Linux Desktops

	Full	Limited
Complete installation and setup of Debian Linux (“stable” version) on recommended hardware (see Appendix A)	√
Preparing a system for connecting to the SPH network	√	√
Setting up a user and/or computer account for access to SPH-provided network storage	√	√
Orientation in the use of the SPH computing environment (connectivity, account, file storage, automatic updates, etc.)	√	√
Setup of an e-mail account and configuration of a supported e-mail client	√
Installation of standard software applications (see appendix B)	√
Installation of additional “stable” software packages from Debian as requested1	√
Applying updates and patches as needed. (All Debian software packages will be kept in sync with Debian “stable” versions and security updates.)	√
Access to Windows application (MS Office, IE, etc.) via the SPH Windows Terminal Server and/or Virtual Sites	√
For networked printers: installation of appropriate printer device drivers and making sure that the user can print to the designated printer(s)	√
Full support, troubleshooting, and upgrading of the operating system software, and standard software	√
Arranging warranty repairs	√
Re-installation of the operating system as needed or requested	√
Help with recovery of backed up files	√
Providing loaner systems to staff or faculty, while their supported machine is being worked on	√
Virus infection diagnosis	√	√
Virus infection cleanup2	√
Responses to questions and requests related to computing at SPH	√	√
Ability to request additional services for pay3	√	√
Annual cost	$325	$130

Support Contract Request Form.

Support does not include:

Purchasing of software beyond what’s listed in Appendix B
Installing locally connected (non-networked) printers
Backing up locally stored files
Training on specific software applications or help with performing specific tasks using these applications
Support for phones and PDAs (except the installation of sync software on a PC)
Maintenance and repair of printers
Troubleshooting home network problems
Installing or troubleshooting software or peripherals not related to work, e.g. games, joysticks
Building customized PCs from hardware and/or software components

Appendix A: Recommended hardware (applies only to Full Support option)

Dell Precision and Optiplex lines4 (less than 3.5 years old at the time support contract is purchased)

Appendix B: Standard applications that can be made available5

SAS (installed in AFS)
Matlab (installed in AFS)
Stata (installed locally or in AFS)
R6

Footnotes

See the Debian packages page for list of available software. Some backported packages from backports.org and/or SPH-backported packages may be made available if necessary to accommodate common needs for newer versions of applications. Computing Services will make the best effort to install the desired application, but given the huge variety of software and hard-to-predict incompatibilities, a successful outcome cannot be guaranteed.
If the infection is a result of the user’s carelessness or neglect, Computing Services may charge for the cleanup.
Availability of these services will depend on the computing staff’s skills and workload. The charge will be $45 per hour, billed on a half-hour basis, with $45 minimum fee. It is the responsibility of the user requesting a service to provide a shortcode to charge.
Coverage for other brands and models may be available – please check with Computing Services.
Access to SAS, Matlab, and Stata will be granted only to machines and/or users if the machine owner or user purchases the appropriate license via ITCS.
Installed from and kept in sync with CRAN.