Technology Support Service Level Agreements and standard software

We are dedicated to answering and resolving all calls and emails to our department, as soon as possible, in the order that they are received. The only time that we will deviate from this procedure is if a college-owned computer system or application is not working. We will then respond to this call immediately.

Please refer to this table to see what services we provide and a listing of the standard software we support. We also list the level of support that is provided.

*SERVICES*	*LEVEL OF SUPPORT*
Email services	Software, login/password assistance
Personal and Shared network folder space	"How to" support
Network connectivity	"How to" and troubleshooting support
Administrative LIS training room scheduling	For room scheduling call 3900
Printing services	Troubleshooting support
Technology orientations	Email, file services, introduction to Wheaton's networked community
HARDWARE	*LEVEL OF SUPPORT*
Computers Printers Scanners PDAs	"How to" and troubleshooting support. Diagnosing, maintaining and repairing (Campus owned equipment only. PDA hardware repairs are not included).
OPERATING SYSTEMS	*LEVEL OF SUPPORT*
Mac OS X 10.x.x or higher Windows 7	"How to", troubleshooting, maintaining, and upgrading support
WORD PROCESSING SOFTWARE	*LEVEL OF SUPPORT*
MS Office (Word, Excel, & PowerPoint)	"How to", troubleshooting, maintaining, and upgrading support
DATABASE SOFTWARE	*LEVEL OF SUPPORT*
FileMaker Pro	Installation only
PUBLISHING SOFTWARE	*LEVEL OF SUPPORT*
Photoshop	"How to", troubleshooting, maintaining, and upgrading support
Microsoft Publisher (Windows Only)	"How to", troubleshooting, maintaining, and upgrading support
SCHEDULING SOFTWARE	*LEVEL OF SUPPORT*
Google Calendar	"How to", troubleshooting, and maintaining
*BROWSER SOFTWARE*	*LEVEL OF SUPPORT*
Internet Explorer (Default Browser)	"How to", troubleshooting, maintaining, and upgrading support
Safari	"How to", troubleshooting, maintaining, and upgrading support
Firefox	"How to", troubleshooting, maintaining, and upgrading support
PDF READER	*LEVEL OF SUPPORT*
Adobe Acrobat	"How to", troubleshooting, maintaining, and upgrading support
EMAIL SOFTWARE	*LEVEL OF SUPPORT*
Thunderbird	"How to", troubleshooting, maintaining, and upgrading support
Gmail	"How to", troubleshooting, and maintaining
REMOTE COMPUTING	*LEVEL OF SUPPORT*
VPN	Installation assistance
ANTI-VIRUS SOFTWARE	*LEVEL OF SUPPORT*
ESET Nod32 Windows and Mac platform	"How to", troubleshooting, maintaining, and upgrading support
BUSINESS SOFTWARE	*LEVEL OF SUPPORT*
Banner	Connectivity issues
TRAINING	*LEVEL OF SUPPORT*
Standard Software	Demo, introduction, special function, troubleshooting, and maintaining.

For more information regarding software and services supported please contact Technology Support at 3900.

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Technology Support

Hours:

Monday to Friday 8:30 am – 4:30 pm

How to reach us:

Our walk-in service center is located on the periodicals level in Wallace Library
Phone assistance at ×3900 or 508‑286‑3900 or email us support@wheatoncollege.edu
Tech Support Service Level Agreements for software and hardware

Media Services

Event Support Hours (Academic Semester):

Mon – Fri: 8am – 10pm
Saturday: 2pm – 10pm
Sunday: Closed

Office Hours (Academic Semester):

Mon – Thurs: 8am – 10pm
Friday: 8am – 4:30pm
Saturday and Sunday: Closed

See our guide to using media services.

IT Alerts

Annual system maintenance (security and system updates)
June 18, 2013
Who: Wheaton College Faculty, Staff, and Students What: Systems Outage (virtually all college systems) Why: Annual system maintenance (security and system updates) When: Sunday, June 23rd from 7:30am to 4:30pm Details: In our continuing effort to improve LIS services, all college systems will be down for annual maintenance (system and security updates). All administrative systems [...]

Who: Wheaton College Faculty, Staff, and Students
What: Systems Outage (virtually all college systems)
Why: Annual system maintenance (security and system updates)
When: Sunday, June 23rd from 7:30am to 4:30pm

Details: In our continuing effort to improve LIS services, all college systems will be down for annual maintenance (system and security updates).

All administrative systems (Banner, Moodle, Self-Service, Inside and Webfocus) will be down during the entire maintenance window from 7:30am – 4:30pm on Snuday, June 23rd.

Email and calendaring WILL be available from OFF campus.

From 7:30 to 9:30 expect intermittent network/Internet service. Email and calendar will be available ON CAMPUS after 9:30. All other services except Banner systems noted above, will be intermittent for the entire maintenance window.

If you have any questions or concerns regarding this outage, please contact LIS Technical Support Staff at x3900 or support@wheatoncollege.edu
Possible network and file services interruptions
June 18, 2013
Who: Wheaton College Faculty, Staff, and Students What: Possible network and file services interruptions Why: To upgrade network equipment When: Thursday, June 20th from 4:30pm to 8:30pm Details: In our continuing effort to improve LIS services, the Library router and switches will be modified and mostly effect those parts of the network directly connecting the [...]

Who: Wheaton College Faculty, Staff, and Students
What: Possible network and file services interruptions
Why: To upgrade network equipment
When: Thursday, June 20th from 4:30pm to 8:30pm

Details: In our continuing effort to improve LIS services, the Library router and switches will be modified and mostly effect those parts of the network directly connecting the Library (Mars Science, Old Science, HAAS, Meadows) during our normal maintenance window from 4:30 pm until 9:30 pm on Thursday, June 20th. There should only be short outages as network ports are rebooted . We are hopeful that this work will not affect the entire campus but it could affect the equipment in Park Hall during some of this time.

Access to all other electronic services including electronic mail and Internet access may be unavailable during this time. If you have any questions or concerns regarding this outage, please contact Technology Support at support@wheatoncollege.edu.
Digital Millennium Copyright Act- The DMCA at Wheaton
February 20, 2013
Who: Wheaton College Students What: Digital Millennium Copyright Act- The DMCA at Wheaton Why: Reminder - Distributing copyrighted materials without the consent of the owner is against federal law. It is Wheaton policy to respond to clear notices of alleged copyright infringement. DETAILS: DMCA infringements over the last 6+ years: 2007 – 111 infringements 2008 [...]

Who: Wheaton College Students
What: Digital Millennium Copyright Act- The DMCA at Wheaton
Why: Reminder - Distributing copyrighted materials without the consent of the owner is against federal law. It is Wheaton policy to respond to clear notices of alleged copyright infringement.

DETAILS: DMCA infringements over the last 6+ years:
2007 – 111 infringements
2008 – 19 infringements
2009 – 18 infringements
2010 – 23 infringements
2011 - 40 infringements
2012 - 38 infringements
2013 - 11 infringements (so far)

Though file sharing through Peer to Peer (P2P) software has become commonplace in its use in distributing copyrighted material it is a violation of Federal Law. You may be familiar with some Peer-to-Peer (P2P) sharing programs, Ares, Bearshare, BitTorrent, Kazaa, Limewire, Morpheus, or Instant Messenger file transfers but their use for sharing copyrighted materials is illegal.

Wheaton and the DMCA
Please visit http://wheatoncollege.edu/technology/started/filesharing.html to understand the ramifications of DMCA violations here at Wheaton.

Directions to remove Peer to Peer file sharing programs
Please visit http://wheatoncollege.edu/technology/started/networks-wheaton/remove-file-sharing-programs/ for more information about file sharing and for directions on how to remove Peer to Peer (P2P) file sharing programs from your computer.

If you have any questions please contact: Sue Morgado at smorgado@wheatonma.edu, or Technology Support at extension 3900, support@wheatonma.edu

Technology Support Service Level Agreements and standard software

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