From CIT Wiki
CIT makes every effort to provide the maximum amount of support for the maximum types of computers, peripherals, and software products. Some restrictions are required due to the limitations of resources (personnel, time, knowledge-base, etc.).
Support is defined at three levels:
- Supported (S): CIT will provide support to the fullest extent possible, based on our knowledge base and resources.
- Partially Supported (P): CIT will provide support as much as possible. Knowledge base and resources at this level are known to be more limited.
- Unsupported (U): CIT does not support. (CIT will try to provide recommendations or referrals, if possible.) Generally means the software was not purchased through CIT, the hardware is out-of-date or not of a brand we maintain, or we have no knowledge of or experience with the product/item.
Software
| PRODUCT | SUPPORT LEVEL |
| Acrobat Reader | P |
| Appleworks | P |
| Browsers Internet Explorer* Firefox Mozilla Safari | P |
| Citrix Client | S until about August 2006 |
| Dreamweaver | P |
| Fetch | P |
| Filemaker Pro | P |
| Fugu (Mac sftp/ssh) | S |
| iPrint (office printing) | S |
| Mac OS X Mail | S |
| Meeting Maker | S |
| Meeting Maker - PDA sync (Palm PDAs only) | P |
| Microsoft Office - Word, Excel, and Powerpoint | S |
| Netware Client | S |
| ObieMail | S |
| Other email clients | P |
| Pharos Printing (lab printing) | S |
| Photoshop | P |
| Retrospect | P |
| SSH (with sftp (Windows)) | S |
| Stuffit Expander | S |
| Telnet | P |
| Anti-Virus Software (McAfee for Windows or Mac) | S |
| Winzip | P |
| Home Internet Service Providers | U |
| OPERATING SYSTEMS | |
| Macs OS 9.2 OS 10.3 OS 10.4 | S |
| Windows | |
| Win 2000 SP1 Win XP | S |
| Win NT 4 | P |
| Win 3.x Win 95 Win 98 Win ME | U |
| Linux/Unix | P |
| Foreign-Language versions of OSs | P at Language Lab |
| OTHER** Software installed in labs or offices including ArcGIS, DataDesk, Director, Flash, InDesign, Mathematica, SPSS, Systat, Stella, Quicktime | S - installation of products on college-owned machines U - functional knowledge |
| OTHER** Access, Entourage, Eudora, FrontPage, Outlook, Pagemaker, Publisher | U |
| Previous versions of software, if not already noted above | U |
| Other software not listed above | Call the Help Desk at x58197 for support information |
*Internet Explorer cannot be used for ObieMail on Mac OS 9 or OS X
**Software including, but not limited to
Note: CIT will provide partial support, via lab consultants, for applications in the lab, such as CD burning and scanning applications.
Hardware
| HARDWARE - College-owned | SUPPORT LEVEL |
| Apple Macintosh - All Apple-supported computers sold through the OC Computer store**
iMac, eMac, Mac Mini, PowerMac, iBook, Powerbook, MacBook Pro | S |
| Apple Macintosh - All computers listed on Apple's Obsolete and Vintage Products list | U |
| Windows Computers - all Gateway-supported computers sold through the Oberlin College Computer Store**
E3400, E3600, E4000, E4100, E4300, E4500, E4600, Solo 200, Solo 450, E M275, M460 | S |
| Windows Computers - all obsolete Dells (all non-Pentium models), other types of computers (Hp, Compaq, Zenith, etc.) | U |
| Other equipment** - HP printers, Umax scanners | S |
| Other equipment - peripheral equipment not sold through the Oberlin College Computer Store | U |
**including, but not limited to
| HARDWARE - Personally-Owned | SUPPORT LEVEL |
| Apple computers under warranty | S |
| Apple computers not under warranty | S* - will be charged for time and materials with a minimum 1/2 hour labor charge |
| Apple computers considered obsolete by Apple | U |
| Gateway computers under warranty | S |
| Gateway computers not under warranty | S*- will be charged for time and materials with a minimum 1/2 hour labor charge |
| Gateway computers considered obsolete by Apple | U |
| Other types of computers** - Dell, Toshiba, HP, Compaq | U |
| Other equipment under warranty purchased at the Oberlin College Computer Store | S*** |
| Other equipment not under warranty or not purchased at the Oberlin College Computer Store | U**** |
* For non-warranty repairs, the diagnostic fee for all computers seen by the Authorized Service Technicials is $30.00. The diagnostic fee is waved if repairs are completed.
** Including, but not limited to
*** For printers such as HP or Epson, ownders must deal directly with the manufacturer
**** For inkjet printers out-of-warranty, it is usually considered too costly to repair. New purchases are recommended due to the normally low cost of a new unit.
| SOFTWARE - Personally-owned | SUPPORT LEVEL |
| Applications and data | Non-student users are responsible for reinstalling applications and data on their personal computers after necessary hardware repairs have been performed. Users needing assistance with this may want to see third-party assistance, e.g., contact a commercial establishment, or seek assistance from a CIT student staff member (for assistance on their own time for a negociated cost) by writing to cit@oberlin.edu Students who are seeking support for their personal software can contact their RCC or visit the TSC for assistance. |
| Operating system software | Operating system (OS) problems are not covered by manufacturer warranty. OS software may be reinstalled by CIT, depending on licensing agreements, for a fee. Students who have the original system disks for their machine may ask for assistance of their RCC or visit the TSC. |
