Services Provided

• Assistance from 8 AM to 5 PM, Monday through Friday, excluding UCSF holidays, via the DOM Helpdesk at 476-6827, or helpdesk@medicine.ucsf.edu
• Access to our KnowledgeBase
• Disk space on domtransfer (large file transfer server)
• Recommend computer hardware and software, and provide quotes from an approved vendor.
• On-site setup and support of computer hardware and software at the Parnassus, Mount Zion, and Laurel Heights campuses (others by appointment), from 8 AM to 5 PM, Monday through Friday, excluding UCSF holidays
• E-mail account requests via the Online Helpdesk (OLHD), requested by the user's division administrator)
• On-line support ticket status via the OLHD
• Anti-virus, anti-spyware, remote access, backup, and full disk encryption software installation and updates
• User training sessions
• Encrypted, secure, HIPAA-compliant user data backups (up to 5 GB)
• Inventory of registered devices, including compliance reporting
• Safely remove data from devices and prepare for surplus. For HIPAA and SB1386 compliance, hard drives can be removed and destroyed, and we can provide a certificate of destruction.
• Limited network support, including network service requests.

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Conditions

• Device support requires a monthly support agreement. Please see our Pricing page for current rates.
• Only division administrators and their delegates can maintain the list of supported devices for their division.
• In order to create a new device support agreement, the DPA and fund must be approved by Department of Medicine Business Office.
• The minimum period for support agreements is 3 months.
• The start and end dates for a support agreement can be set in advance. The end date can not be set retroactively. Contact the IT Director for assistance.
• All computers must have at least a 3 year warranty.
• All printers and PDAs must have a minimum of a 1 year warranty.
• Obsolete computers (over 4 years old) can be supported as a project. DOM IT Services reserves the right to end support at any time if we determine that a device is no longer supportable, at which point we can support the device as a project only. We do not provide support for "white box" PCs.
   
  

  Device Age	Support Level
  0-3	hardware and software support while device is under warranty
  3-4	software support; hardware support as time permits
  4+	support agreement should be ended and support provided under a project

• Personal (non-UCSF) computers can be supported as a project.
• Network support is provided by ITS-ENS and MedCenter Network Services. We will request new service, report network problems, and configure supported devices to connect to the network. Although we can try to troubleshoot network problems, our involvement stops at the wall outlet.
• Software support does not include license tracking.
• Only released versions of software are supported. Test, beta, alpha, and "release candidate" software is not supported.
• Support for MedCenter applications is provided to users who sign up for two or more device support agreements. Users with one device support agreement can sign up for MedCenter application support with a separate agreement.
• Divisions pay for repairs of supported devices.
• Support for printers and peripherals is limited to those we configure to connect to a supported device. Support for multifunction printers (those combining copying, scanning, faxing, etc.) can be handled as a project or under a support agreement. To see a list of our recommended printers, please refer to our KnowledgeBase article on Printer Selection and Total Cost of Ownership.
• We will do what we can to help you with computer moves. Generally our involvement is limited to disconnecting cables and devices, and reconnecting everything in the new location. Please contact us several days in advance so we can plan to help you in both locations.
• PCs with a MedCenter software image can either be reimaged with a DOM-standard software image and supported under a device support agreement, or we can provide limited support on a project basis.

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Supported Devices

• Dell Optiplex series desktops running Windows XP Professional or Windows 7 (Business, Professional, Enterprise, or Ultimate)
• Dell Precision series workstations running Windows XP Professional or Windows 7 (Business, Professional, Enterprise, or Ultimate)
• Dell Latitude series laptops running Windows XP Professional or Windows 7 (Business, Professional, Enterprise, or Ultimate)
• Apple desktop computers with Intel processors running Mac OS X 10.5 through 10.7
• Apple laptop computers with Intel processors running Mac OS X 10.5 through 10.7
• Blackberry smartphones running Blackberry OS 4.2 or higher with a Blackberry Enterprise Service plan, and connected to the UCSF Exchange server
• iPhone smartphones running iOS 4 through 5, and connected to the UCSF Exchange server

Official support for other makes and models is considered upon request. In order to support a new operating system (OS) the OS must support the following:

✔   current Antivirus client
✔   current Antispyware client (PC)
✔   current Backup client
✔   current VPN client
✔   current supported version of Office
✔   current Remote Control client
✔   current full disk encryption client

Most other devices can be supported as a project. Please see our list of recommended hardware before purchasing a system you want us to support.

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Printer & MFP Support

We work on network printer setups as projects. (A network printer is one with a wired or wireless connection to the network so that multiple computers can print to it.) Network printer setups include port activation and static IP address request, unpacking and configuring printer. For computers with support agreements, we will install the software and/or printer drivers and connect the computer to a network printer at no additional charge. We will connect unsupported computers to a network printer as a project.

We provide basic troubleshooting for network printers at no charge. If we determine that the problem is due to a network or a printer configuration issue, a project must be created for us to continue. If we determine that the problem is hardware-related, we will recommend (at no additional charge) a vendor to handle the repair.

We will set up, connect and troubleshoot non-networked printers used with a supported computer at no additional charge. Sharing and troubleshooting shared non-networked printers requires a project, regardless of whether the other computers are supported.

For shared multifunction devices and network scanners, the division should make sure that the vendor-provided installation/support technician is responsible for the actual installation and configuration of the device. If you require assistance with port activation and IP address requests, we can work on this as a project. Because each device is different, our services are limited to connectivity issues only. We will connect supported computers to these devices, but we can't provide training for these devices.

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Supported Windows Applications

We can support software applications other than those shown below as a project.

• Adobe Acrobat (Standard, Professional, and Reader) version 7 and later
• Adobe Dreamweaver CS2 and later (connecting to DOM web servers only)
• Microsoft Office (Word, Excel, PowerPoint, Outlook, and Access) 2007 and higher
• Symantec Endpoint Protection (SEP - UCSF installer)
• Microsoft Internet Explorer 7 and later
• Firefox 3 and later
• EndNote X and later
• Retrospect and CrashPlan clients (for use with DOM servers only)

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Supported Mac OS X Applications

We can support software applications other than those shown below as a project.

• Adobe Acrobat (Standard, Professional, and Reader) version 7 and later
• Adobe Dreamweaver CS2 and later (connecting to DOM web servers only)
• Microsoft Office (Word, Excel, PowerPoint, and Entourage) 2008 - we recommend Outlook 2011
• Sophos anti-virus
• Safari 3 and later
• Firefox 3 and later
• EndNote X and later
• Retrospect and CrashPlan clients (for use with DOM servers only)

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Supported Smartphone Applications

In general we only support productivity/groupware applications which shipped with the smartphone or are included in flash memory updates. These include enterprise email/calendar/contact clients (ActiveSync, Outlook Mobile), and the standard notes and to-do applications. Please refer to our Smartphone Guide for more information. We can support other software applications as a project. If you would like to see if we will support a specific application, please ask.

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Backups

• Supported laptops and desktops are backed up at least once a week.
• Data is retained for 3 months before it is overwritten.
• The amount of backed-up data is limited to 5 GB per computer.
• Once a desktop or laptop is removed from the support list, data recovery is available as a project for up to 3 months after the last backup.
• Data archival to removable, user-provided media is available.

Additional information on backups can be found in our Backup FAQ.

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Approved Vendors

Please refer to our list of authorized hardware and software vendors.

Training

The DOM IT Services group offers basic training and access to our KnowledgeBase for registered users. In addition, we offer advanced training for individuals and groups as a project.

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