The Computing Services Group (CSG) was formed to assist the faculty and staff who perform the business of The College. We do not provide assistance to the student community, as student computing is handled through CMS. We have a vast and diverse client base with unique and varied needs, so we prioritize support response. Our business hours are Monday-Friday 8:30am-5pm, summer hours 8-4:30.

Support Priority:

1. Installing or repairing computers for faculty and staff who have no computer (new hires, broken equipment). Examples are:
   

   New Hires: A CSG staff member will help select the appropriate computer, peripherals and software for a new hire in Arts and Sciences. Macintosh and Windows systems, desktops and laptops are supported. CSG will also orient new hires to SU's computing environment and help establish email accounts and access to computing resources.

   Broken Equipment: In the event a computer fails for hardware or software reasons, CSG will attempt to repair the computer as quickly as possible, and/or find a loaner computer for the interim.

   Network problems which affect a staff or faculty member's primary computer.
   

2. Updating, upgrading or otherwise changing the configuration of a functioning computer used by a staff or faculty member. Includes troubleshooting supported software applications.
   
   
3. Installing peripherals such as scanners, printers, pdas and digital cameras. Restrictions apply on the age and manufacturer of such peripherals-please check with us before purchasing any such device.
   
   
4. Troubleshooting software and hardware not generally in use by the entire University (discretionary). We request that you consult with us if you need software for a specific task.We offer limited support for department-specific applications.
   
   
5. Private labs such as research or department-provided computers available for students. This includes networking requests for small workgroups.
   
   
6. Other computing requests.

Primary Support: One Computer per Person
We restrict primary support to one computer per staff or faculty member. Additional computers are supported on a time-available basis. Departments that maintain teaching or general work computing labs for their students are expected to provide supervisory staff to regularly maintain the lab. We do not support private department labs beyond initial installation and occasional upgrades.

Computers in research installations and private or department labs:
Computer Labs in Arts and Sciences are supported by the host department or unit. If desired, a staff member from CSG will assist in planning the lab, including networking and ordering appropriate hardware and software. Each unit is responsible for providing someone who can monitor the day-to-day operations of departmental computer labs. Our computing staff will work with the designated individual to set up the lab initially. We will also help that person and the department decide how to handle rebuilds or restrict access to modifications on the machines. After the initial installation of the lab, no changes will be made during the semester, except for hardware failures.

The host department's responsibilities include but are not limited to:

• Resolving printer problems and fixing paper jams
• Checking computers on a regular basis for cleanliness and functionality
• Maintaining current virus prevention software
• Reimaging systems (returning the computer to an original setup configuration) when problematic
• Contacting A&S Computing when a major hardware or software problem
  is encountered.
• Planning for upgrades and changes, and scheduling them (with a CSG staff person) for semester breaks.

Supported Computing Equipment (Hardware) & Software Applications:
The only supported vendors in the College are Dell (Windows OS) and Apple (Macintosh OS). For handheld devices, only those running the Palm OS. If you choose to purchase a model of computer or peripheral other than what we recommend, we reserve the right to limit our support of that equipment. This extends to peripherals (scanners, hand-helds, printers, pda's, etc.), so please contact CSG in advance of a purchase.

At this time, we do not install or troubleshoot unix installations (including linux). If you are in the Physics department, contact your office staff for unix support options.

Older equipment is less reliable, and cannot run modern software applications. We reserve the right to refuse support on a system we feel is antiquated, and generally a system more than 4 years old is questionable. As we upgrade on-campus installations, used computers become available that have been in service in The College. Check with us if you or your department needs a computer for limited use. Do not purchase a computer from excess property for use in The College.

Software
There are a limited number of software applications officially supported in Arts and Sciences. Our computing staff will install supported software and verify it runs correctly on your desktop. Content creation and actual use of the software's features are the responsibility of the department or individual. Check our training opportunities page if you need assistance in learning to use software.

Please go to our software page for details on licenses, upgrades and support levels.

Off-Site Computers
We do not repair or troubleshoot personally-owned home computers. The following applies to SU-owned computers which are being used at a faculty or staff member's home for University business purposes only. These systems will be offered a limited amount of support, and that support will be at a lower priority than on-campus
computers. Depending on our work load, it could take several weeks for us to address problems with SU-owned computers residing at home. Support of these systems is dependant on the following conditions:

• The equipment must be delivered to the CSG offices in 1-029 CST for any service. Diagnosis and resolution of the problems will take longer than with an on-campus computer. Generally speaking, the equipment will be returned to you NO EARLIER than 48 hours from drop-off.
  
  
• We will only support software and data related to activities at Syracuse University. Personal software and data are not supported. We are not responsible for data recovery. All files should be backed up before we receive the computer. In the case of a failed hard drive, we work with outside data-recovery companies who charge a fee for the service. You or your department are responsible for any charges for data recovery.
  
  
• Virus detection software must be kept up-to-date. It is the responsibility of the client who has a computer at home to keep the virus software up-to-date, and check for updates once a week.
  
  
• Often a computer comes to us that has been infected with a virus, or has a serious problem such as a failed hard drive or component. To restore the computer to functionality, is often necessary to erase the system, and reinstall the basic supported applications that were purchased for the system (or updated versions if applicable). We will install no software without proof of ownership, INCLUDING operating system upgrades. Bring in all setup CD's and documentation that came with the computer, if available.
  
  
• Off-site computer upgrades should be scheduled during break times from the regular academic year, and not at peak workload times. Contact CSG far in advance if you need to have a system upgraded.

Spare Parts
We do not maintain a stock of replacement parts (memory, printer cables, drives) and any parts we have are recovered (used) from previous installations and labs. In general, if your computer needs a part that is not under warranty, you will be responsible for purchasing that item.

Loaner Computers
We do not maintain computers for loan. We may be able to supply a loaner computer (with standard applications) for a few days. This is at our discretion, and usually only applies to a critical computing situation, or where a new hire's computer order is delayed for an extended period of time.

Data Recovery
All CAS clients are encouraged to put essential files and email profiles (if applicable) on their network space. We are not responsible for recovering any data stored locally on floppies, removable media, or the internal hard drive. In the case of a failed disk or drive, we can direct you to outside data-recovery companies who will charge a fee.

Disposal of Old Computers
When replacement computers are purchased for use in The College, the old computer is in most cases returned to the Computing Services Group for reallocation or disposal. The University has set policies on the disposal of computer equipment to comply with State and Federal laws. For more information contact CSG.

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