Tier 1 is designed for the majority of campus departments, and offers the full range of services. The fee structure for Tier 1 support is split into two parts: workstation support, which includes configuration, maintenance, and troubleshooting of the supported computer, operating system and software. The second part is a network account fee, which pays for maintenance of a network login account, network resources for that account, maintenance and configuration of network printing, the average cost of CN supplied software, and an e-mail account. These two fees combined make up the "Full Service" charge. If a department contracts for Tier I support, the services include:

An IT professional will be assigned to your department to ensure that the services provided meet the needs of the department within the operating guidelines outlined by the Community Network Policies.
Community Network provided software applications (click here for a complete list) including licensing and maintenance. This includes the cost of the Microsoft Campus Agreement software.
Workstation support. This includes hardware configuration, maintenance and troubleshooting; supported software installation and configuration; printer installation, configuration and troubleshooting; network configuration; and security.
Centrally managed network file storage and backups; network login account and network resources. For more information, click here.
MyCN (remote access to Home and Share network files)
E-mail account on the university's Exchange system; email support and troubleshooting.
Single point of contact for IT needs
Purchasing recommendations
Consulting and research

For departments with Tier I support that have more network accounts than workstations (or vice versa), Information Services will only charge the appropriate fee for those accounts. If a department would like to have Community Network support for a workstation, but will not use any of the central server's software applications or network resources on that workstation, then a special project fee may be charged for support of that workstation rather than paying the workstation fee (i.e. public workstations).

Tier II (Network Access Only)

Tier 2 services are designed for departments that already have a Departmental Computing Administrator (DCA), but would like to use the central organization for authentication, software applications and network services, rather than supporting an internal departmental network. Under Tier 2 support, a department can purchase network accounts on the central servers that will be administered and supported by the departmental DCA. Workstation support structures and IT advising are administered by the DCA in Tier II service, as well as the workstation setup for the Community Network. Tier II services include:

An IT professional will work closely with your DCA to ensure that the services provided meet the needs of the department within the operating guidelines outlined by the Community Network Policies.
Community Network provided software applications (click here for a complete list), including licensing and maintenance. This includes the cost of the Microsoft Campus Agreement software.
Centrally managed network file storage and backups; network login account and network resources. For more information, click here.
E-mail account on the university's Exchange system
MyCN (remote access to Home and Share network files)

DCA's for departments that contract with Information Services for Tier II support are invited to attend the monthly Community Network meetings, and to participate in the discussions on the Community Network Team e-mail list. DCA's will be non-voting members of the Community Network Team.

Tier III (CN Lite Service)

Tier III services are designed for customers who only require access to a limited desktop platform and application suite. Unlike the other options, Tier III does not require that customers/departments own their own workstation(s). Instead, the Community Network provides special desktop hardware that is designed to connect to Community Network resources. Tier III provides a Windows desktop pre-configured with Word 2003, Excel 2003, PowerPoint 2003, Access 2003, Outlook 2003, and Internet Explorer 6. In addition, Banner, Datawarehouse, and Advance are available. Standard preference changes to the desktop and application are customer configurable, but larger customization functions are not available.

Similar to Tier I, Tier III customers are provided desktop support by an Information Technology (IT) Management Unit. All questions and issues regarding the supplied desktop hardware and limited application suite will be handled through the same channels as for Tier I customers.

Tier III service can be arranged for any number of customers, from a single customer, to an entire unit. Due to the availability of hardware, advanced scheduling of Tier III services may be required. The Community Network will provide Tier III service on a first come, first service basis.

See the the CN Lite web page for additional details.

Special Projects

Periodically, departments will have requests that are not covered under the normal terms of Community Network service. These can include, but are not limited to:

1) application server administration
2) setup and support of unsupported software packages
3) setup and support of "non-standard” computers or computers not on the Community Network contract
4) setup and support of unusual pieces of hardware (see list of standard hardware below).

The Community Network does not provide programming and/or database design services. The IT Manager for a department will determine whether a request falls into the “special project” category, and will discuss it with the department before a Community Network technician starts the project.

In the event that a special project fee is required, the IT Manager will have a designated departmental contact authorize the project, and set a maximum number of hours for the project. Project time will include research or learning time for Information Services staff if it is required for the project. Most Special Projects fall under two (2) hours duration; Special Projects that are anticipated to take more than five (5) hours to complete require approval of the Director of Technology Support Services.

The Community Network reserves the right to refuse any Special Project especially where undertaking the project would create an unusual workload or staffing situation within Technology Support Services. In cases where the Community Network is unable to support a requested special project, an effort will be made to direct the customer to other support avenues. Special Projects are handled on an as-time-allows basis and do not generally take priority over normal ongoing Community Network operations.

Other Services

MyCN

MyCN is a service targeted at providing customers with anytime, anywhere access to e-mail, personal files and shared files via a secure internet connection. The only requirements of this service are an internet connection and a supported web browser. Point your browser to MyCN to access this service.

Remote Desktop Connections

Customer requests for setup of a remote desktop connection to their campus workstation will be handled on a case-by-case basis. If possible we recommend saving files to the individual personal space or department shared space and using MyCN web access to retrieve files from off campus.

Printer Hardware Maintenance and Support

The IT Manager will manage the computing support for department employees, including software and hardware assistance and problem resolution, but not including computer and printer hardware repair and replacement costs. For HP printer hardware repair, please consult with Information Services Media Services printer repair unit.

Support for Canon/Ikon printers/scanners is limited to installation of software and system drivers on local computers and troubleshooting of network-related printing issues. Programming and configuration of the printer/copier unit is not included under the Community Network contract; please contact IKON per the OSU Office Copier Program for that service.

Staff will support printing problems related to the network. Departments can contract directly with Computer Equipment Repair in IS Media Services for printer hardware maintenance and repair costs. The contractor will need to schedule yearly cleanings covered by the contract as well as relay printer hardware problems to the Computer Equipment Repair personnel (phone: 737-2121).

Outlook Accounts

Each Community Network customer is allowed one e-mail account. All other e-mail accounts will be billed an additional fee (see fees) for maintenance of the account; client setup costs may be incurred.

Email accounts have a 240M size limit associated with them. When a mailbox reaches 200 MB, the customer will receive an automated message from the System Administrator warning that the mailbox is approaching the limit. When it reaches 240 MB, you will still be able to receive mail but will no longer be able to send mail. If the mailbox reaches 400 MB, you will no longer be able to send or receive mail.

Customers that would like to increase the size of their mailbox can do so by paying an additional mailbox charge (see fees).

When a Community Network customer leaves the University, we will forward e-mail (if requested by the department head) to a supervisor approved mailbox for up to two weeks. After two weeks, we will be required to shut down the account permanently.

Standard Hardware and Peripherals

Support for the following standard hardware and peripherals is included in Tier 1 service. Support includes setup and installation of desktop software.

Windows or Macintosh PC
Keyboard
Mouse
Monitor
Speakers
Microphone
Inkjet Printers
Laser printers
Ikon printer/copiers
Flatbed scanners
USB flash drives
USB drives
Personal Digital Assistants (PDAs)

Personal Digital Assistants (PDAs)

Support for one Personal Digital Assistant (PDA) per customer is included in Tier 1 service. Support includes setup and installation of desktop software and synchronization with Outlook for any Palm OS, Windows CE, or Blackberry device, excluding wireless voice services. Recommendations for voice-enabled PDA's will be referred to IS Telecommunications.