TECHS User Support Services


Effective February 1, 2007



Support Standards and Hardware Requirements

Your workstation must meet certain minimum hardware requirements in order to receive full support from User Support Services. This page describes those requirements and outlines what levels of support we offer. This does not include Apple MacIntosh devices.

Information Technology Standards Document

The IT Standards Document outlines the standards for support of HSC workstations. The IT Standards Document is definitive for User Support Services regarding the assignment of appropriate levels of service to HSC workstations.

HSC Workstation Hardware and Support Levels

Workstations are provided support based on the brand, processor speed, and available memory. Hard drives with capacities greater than 20GB are preferred but not required.

Workstations that do not meet standards represent a larger cost to the HSC in different ways:

  • Upgrade costs
  • Replacement parts
  • 14-17 man hours to rebuild
  • Opportunity costs
  • Image maintenance costs

In summary, the cost of repairing and upgrading older systems exceeds the value of the system in terms of downtime and potential cost of a workstation with limited functionality.

TECHS User Support Services is staffed with Dell Certified Technicians for quick troubleshooting and warranty repairs. For this reason, Dell Workstations meeting or exceeding the standards are assured of full support from USS. Workstations that do not meet the standards or are not of the Dell brand will be offered a reduced or basic level of support.

TECHS User Support has no financial investment or interest in the success of the Dell brand.  

Mac computers receive Basic Support, regardless of processor speed, available memory, or operating system.

These standards are endorsed by the KMIT group as of November, 2006.

Desktop Hardware   Available Support Level
Dell Brand Optiplex or XPS model PC
Windows Vista* operating system
Intel Pentium IV 2.7 Ghz and above processor

(ie Dell GX-280 and later models)

* As of November 1, 2007 		  Full support
  • Apply Image
  • Install and Troubleshoot
    Windows Operating System
  • Install and Troubleshoot
    Standard Applications
  • Assure E-Mail Access via GroupWise client
  • Assure Network Connectivity
  • Assure Printing
     
Dell Optiplex Model PC
Windows XP operating system
Intel Pentium IV up to 2.6 Ghz processor

Non-Dell PC's
Pentium IV and later processor
Windows XP operating system

(ie Dell GX-270 or Dimension) 		  Reduced Support
  • Install and Troubleshoot
    Standard Applications
  • Assure E-Mail Access
    via GroupWise client
  • Assure Network Connectivity
  • Assure Printing
  • Up to 2 weeks turn around time
    •  
Any computer below Pentium IV

or reduced speed Pentium IV
Windows XP operating system

(ie Dell GX-240 and older models)

 

   Basic Support
  • Assure E-Mail Access
    via GroupWise Web
  • Assure Network Connectivity
  • Assure Printing
  • No imaging or rebuild
Laptop Hardware   Available Support Level
Dell Brand Latitude D series or current XPS models
Windows Vista operating system

(ie Dell D600, D610, D620, XPS 1330 and later models) 		  Full support
  • Apply Image
  • Install and Troubleshoot
    Windows Operating System
  • Install and Troubleshoot
    Standard Applications
  • Assure E-Mail Access via GroupWise client
  • Assure Network Connectivity
  • Assure Printing
     
Dell Inspiron Model Laptop
Windows XP operating system
Pentium IV processor

Non-Dell laptops
Pentium IV and later processor
Windows XP operating system

   Reduced Support
  • Install and Troubleshoot
    Standard Applications
  • Assure E-Mail Access
    via GroupWise client
  • Assure Network Connectivity
  • Assure Printing
  • Up to 2 weeks turn around time
    •  
Any laptop below Pentium IV
Windows XP operating system

 

   Basic Support
  • Assure E-Mail Access
    via GroupWise Web
  • Assure Network Connectivity
  • Assure Printing
  • No imaging or rebuild