"Vendor-Provided" computers are defined as computers provided by and pre-configured by 3rd-party companies, typically to host scientific instruments in research labs.
Service Level Agreement
OIT offers only limited support for computers provided by a 3rd party:
- OIT may offer basic troubleshooting on computer hardware.
- OIT will not troubleshoot any instruments hosted by the computer.
- It will be the faculty's responsibility to work with the vendor if OIT determines the computer has a hardware failure.
- OIT does not offer any support for any instrumentation software included on the computer.
- It will be the faculty's responsibility to work with the vendor to troubleshoot any proprietary software related issues.
- OIT may offer troubleshooting on basic operating system functionality.
- OIT may attempt to reinstall the operating system if recommended by the vendor, but the vendor would be responsible for reinstalling proprietary software.
- Without an SJU operating system image, OIT will not bind the computer to SJU's active directory environment, meaning OIT would not manage:
- User profiles and logins
- Administrator credentials
- Operating system security updates
- The computer must still comply with SJU's information security policies requiring security updates to be installed on a regular basis.
- If the operating system has reached its end-of-life state, it must either be updated to a version of Windows or macOS that is still supported by Microsoft and Apple respectively, or be taken off of the campus network.
Support Requests
You may request support for vendor-provided workstations by filling out the Lab Hardware or Software Support form in the Service Catalog.