Computer Hardware Standards
The basic computer hardware support policy is to assist with all computer-related equipment in use by faculty and staff on WKU’s campus. However, the enormous variety of equipment makes it impossible to deliver the same level of service for all devices. Every effort is made to respond to all requests for help, but the level of support may be limited for some computers and peripherals, depending on their hardware configuration, software configuration, function, age or other factors.
Levels of Support
The following describes the levels of support provided by Information Technology on WKU-Owned computer-related equipment. Endpoint Support reviews these standards every six months and makes updates when necessary.
Full Support
ITS will ensure the working order of the computer, using reasonable staff time and support resources, and will facilitate any hardware repairs if the computer is under warranty. This includes:
- Pre-configuration of all new hardware and software to WKU’s standards.
- On-site setup of all new computers meeting WKU’s requirements. This includes ensuring the new computer is fully functional, and the user can access all resources needed to perform job responsibilities.
- Evaluate service requests to determine best solution. This may include consultation with other Information Technology support staff to fully diagnose the issue and determine if the cause is within the computer or caused by external factors.
- Hardware Warranty: If the computer is covered under the manufacturer’s hardware warranty, ITS will process
all warranty claims with Apple, Dell or Microsoft. If the computer is no longer under
a hardware warranty, ITS will provide the client with a quote for replacement parts.
If the client does not wish to purchase the parts, then the computer will fall under
the “End of Support” category.
Computer Models under Full Support
| Manufacturer | Desktop Models | Laptop Models |
|---|---|---|
|
Apple |
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Dell * |
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Microsoft |
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* For models not shown here and/or to determine your computer's exact original purchase date, go to dell.com/support and search for its warranty status by entering its service tag.
WKU ITS does support the Precision line for laptops and desktops on an as needed basis.
Due to the far lower numbers or Precisions in place at WKU please contact WKU ITS
if you have questions about a Precision laptop or desktop support status.
** Surface Pro models must have been imaged by ITS and have a WKU inventory control number assigned.
End of Support
ITS will facilitate the recovery/transfer of data, but will not attempt to resolve technical issues. ITS will work with the client to determine a suitable replacement if need be.
Computer Models under End of Support **
| Manufacturer | Desktop Models | Laptop Models |
|---|---|---|
|
Apple |
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Dell |
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| Microsoft |
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** Some models may technically still run a supported Operating System but performance may be poor and the hardware warranties have expired.
Unsupported Computer Models
ITS will not provide technical support for the computer other than decommissioning it for surplus. ITS will work with the client to determine a suitable replacement if need be.
Need Assistance?
The WKU ITS Service Desk is here to help. Give us a call, chat with a representative online, use the Self-Help Knowledge Base and more.
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