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Page Last Modified: Nov 28, 2017


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Service

Personal Computing Device Repair

Service Manager
Ben Hartung, Manager of Residential Technology and Security Systems
Department

Contact
McGinnies Hall Rm 154 ResNet Office, (716) 673-3668, resnet@fredonia.edu
Service Owner
AVP/CIO - Stephen Rieks
Description

The Personal Computing Device Repair service provides limited software and hardware support for personally owned network computing devices which have performance or security issues that inhibit the use of the University network or other critical electronic services (e.g. OnCouse Learning Management Service). These devices can also be quarantined on the University network based on a known vulnerability for security purposes. The service improves the performance of the campus security program by mitigating risks for the university’s overall security posture and for individuals utilizing the campus network services. This service is offered because the University networks are considered to be critical for those living in the residence halls (24/7 availability) and enables the University to maintain a secure and stable computing environment for all those utilizing the network.

Limited personally owned computing device hardware repair:

  • Hard drive(s)

  • Random Access Memory (RAM) Modules


(Note: All computing device hardware is purchased by the customer.)

This service does not include advanced repair of computing devices (e.g. screens, motherboards, power supplies etc.)

Limited personally owned computing device software repair:

  • Operating System repair or installation

  • Office Suite repair or installation (e.g. Microsoft Office).

  • Virus, malware, bloatware and spyware removal.

  • Security software installation and configuration (e.g. Antivirus, Anti-malware etc.)

  • Other software repair or installation (e.g. printer software)


(Note: All software repair and installation is limited to legally licensed copies. The customer is responsible for all personally owned data backups, chain of custody of data and proof of valid licensing.)
Service Users
  • Students residing in the residence halls that have paid the minimum Housing Fee.

  • Students that have been found to be in violation of the University’s Computer and Network Usage Policy that have paid the minimum Technology Fee.

  • Faculty, staff and guests residing in the residence halls.

User Services
  • Client Quarantine Support: respond to daily FireEye IDS reports by quarantining infected personal computing devices with callback threats and notify end users to schedule remediation.

  • Client Remediation Support: utilize current anti-malware and antivirus tools to remediate infected personal computing devices.

  • End User Education: provides end user education for personal computing device owners.

  • Policy Enforcement: provides policy enforcement via the quarantine process in accordance with university, state and federal policies and applicable laws.

Business Services
n/a
Technical Services
  • Identity Service Engine Support: manage listing of quarantined personal computing devices.

  • Anti-Malware & Anti-virus Application Support: install, configure and operate current applications to successfully remediate infected personal computing device.

  • Operating System Critical and Security Patches: installation of operating system updates from applicable vendor (e.g. Microsoft, Apple etc.)

Requirements

The requirements for using this service included the following:

  • paid Housing Fee

  • non-residential student with paid Technology Fee and is “quarantined” by the Information Technology Services department for a violation of the University Computer and Network Usage Policy

  • staff and faculty residing in the residence halls

  • guest residing residence halls with paid housing fee (e.g. FSA contract)

Rates / Cost of Use
  • Housing Fee

  • Technology Fee

    The cost of the service is split between university division based on the field device utilization percentage (e.g. residential vs. academic) and covered by the Student Tech Fee and Housing Fees.

Getting Started

FredQuest - ITS Incident Management System

Availability

Hours: Monday - Friday 8:30am - 5:00pm

Summer: Monday - Friday 8:00 am - 4:00 pm

Emergencies - 24/7 based on the availability of support staff

Getting Help

By email: resnet@fredonia.edu

By phone: (716) 673-3668

In person: 154 McGinnies (Near the loading dock rear entrance)

All requests for assistance are completed using FredQuest:
https://fredquest.fredonia.edu/

SLA Notes
  • Users with emergency issues can expect a response within 4 hours and the resolution can depend on the scope of the request.

  • Change or new installation requests can expect a response within 36 hours and the resolution will depend on the scope of the request.

Business Procedures
see attached “Equipment Inventory Form”
Change Procedures
Changes to the service (transition, additions, and discontinuations) must be reviewed by TAC and approved by the Service Manager (CIO) and Cabinet. Changes to the configurations, software, hardware or business procedures are reviewed monthly by the campus Security Systems Team.
Assigned Primary Support

Assigned Secondary Support

RACI Chart

Name: Personal Computing Device Repair Service

Description: see above

Level

Responsible

Accountable

Consulted

Informed

Primary

Mark Mackey

Ben Hartung

ITS Service Center, Network Design & Development, & Enterprise Infrastructure Services

User

Secondary

Ben Hartung

CIO

ITS Service Center, Network Design & Development, & Enterprise Infrastructure Services

User

Tertiary





Date Last Modified

Nov 28, 2017


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