Support Options for Windows Desktops and Laptops

	Full	Limited
Complete installation and setup of a standard Windows Operating System1 on recommended hardware (see Appendix A)	√
Preparing a system for connecting to the SPH network (virus scan, update check, adding MAC address to the database, etc)	√	√
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 (Thunderbird, Outlook)	√
Installation and configuration of a suite of standard software applications (see list in Appendix B)	√
Installation of additional software packages as requested2	√
Re-imaging3 desktops and laptops as needed or requested	√
Setup and installation of personal printers (attached to a PC)	√
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 and standard software	√
Arranging warranty repairs	√
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 cleanup3	√
Responses to questions and requests related to computing at SPH	√	√
Ability to request additional services for pay5	√	√
Annual cost	$325	$130

Support does not include:

Purchasing of software beyond what’s listed in Appendix B
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

Intel chips only; less than 3.5 years old at the time full support contract is purchased

Microsoft Office 2007 (Access, Excel, Outlook, PowerPoint, Publisher, Word, OneNote)
Cute PDF (converts documents to PDF format)
Acrobat Reader (client for reading PDF files)
FireFox (web browser alternative to Internet Explorer)
SSH Secure Shell and File Transfer tools (putty, winscp)
Thunderbird, Outlook (e-mail clients) as requested
Media players for: Windows Media, QuickTime, Flash, and Shockwave
Irfanview (image viewer)
McAfee (anti-virus and anti-spyware)
7-ZiP (file compression, de-compression tool)
SPH windows security policy, registry edits, and Microsoft software update server configuration
Pidgeon (instant messaging client)

Currently: Windows XP SP2.
This only applies to legally obtained software. Also, 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.
Re-imaging means putting new OS and standard software on a machine, overwriting or erasing existing files.
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.