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Support Options for Mac Desktops and Laptops

  Full Limited
Consultation regarding purchase of hardware and software √ √
Prepare system for network (Sophos anti-virus, VPN, updates, U: drive shortcut, registration) √ √
Create user and computer accounts for access to network resources (if applicable) √ √
Orientation in the use of SPH computing environment, Mac OS X, use of virtual machine (if applicable) √ √
Configure e-mail client (e.g. Mac Mail, Entourage) √  
Install user applications as requested (user purchases and supplies license and media) e.g. Office, Endnote √  
Install and configure local (USB) printers and test √  
Install and configure network printers and test √  
Set up Windows virtual machine (Parallels, VMWare Fusion, Boot Camp) and any applications as requested1 √  
Full support – troubleshooting, Mac OS or Windows VM (re)installation, application and printer installation, etc. √  
Assistance with obtaining warranty repair and replacement √  
Re-installation of the operating system as needed or requested √  
Help with recovery of backed up files √  
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. authentication required

Support does not include:

  • 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 desktop or laptop)
  • Maintenance and repair of printers
  • Troubleshooting home network problems
  • Installing or troubleshooting software or peripherals not related to work, e.g. games, joysticks

Footnotes

  1. Includes on VM: Windows updates, installing printers, installing Virusscan, Map_U, adding to UMROOT if desired, etc.
  2. If the infection is a result of the user’s carelessness or neglect, Computing Services may charge for the cleanup.
  3. 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.