Franklin OIT Endpoint Support Level Matrix
This matrix is intended as a reference guide and examples of how Franklin OIT’s https://franklinoit.atlassian.net/wiki/spaces/MAIN/pages/22020152applies to various systems. It is not a substitution for the SLA. If the two instruments are in conflict, the SLA supersedes this document.
All devices, whether they are organization-owned or personally owned, must adhere to the Minimum Security Standards Policy and other applicable UGA and USG policies if they are connected to a wired or wireless campus network, or used for university business and data.
Support Levels
Standard Support -Highest support tier reserved for one device per client and typical support tier for computers running Windows or MacOS
Vendor / 3rd Party Support - Support provided by 3rd parties which still must be all campus and institutional security standards and policies in addition to Franklin OIT requirements.
Limited Support/Self-Support - Support is limited in time or complexity of hands-on efforts before replacement is recommended. Some documentation is provided for Self-Supported devices
| Standard Support | Limited/Self-Support | 3rd Party / Vendor Support |
|---|---|---|---|
Classroom Computers | Highest level of support. Support requests for in-progress classes are considered urgent. |
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Computer Labs | Highest level of support; Computer labs are considered an extension of classroom instruction. Every effort will be made to honor software and configuration requests made with sufficient notice. |
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Primary Computer (individual) | Highest level of support for an individual; Franklin OIT prioritizes support requests on Primary Computers above all other requests except for active classroom emergencies. Every care will be taken to ensure service continuity for these devices. |
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Secondary Computer (individual) |
| Additional computers not designated as the person’s primary computer or do not meet Recommended Hardware standards receive Limited Support, are assigned the lowest priority. Support efforts may be time-limited before replacement is recommended. Campus and Franklin OIT requirements for security must still be met. |
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Bench Computer |
| Bench computers receive Limited Support for Supported Operating Systems. Bench computers running Linux distributions are Self-Supported. Campus and Franklin OIT requirements for security must still be met. |
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Instrument Computer |
| Computers purchased with an instrument directly from the vendor are Vendor-Supported through an extended service contract with the vendor, after which the equipment is Self-Supported. Recommend regular replacement through the vendor and maintaining a support contract. | PIs should pair vendor support services with vendor-purchased and configured computers with instruments to ensure compatibility. Franklin OIT requirements for security must still be met, regardless of system owner or maintainer. If vendor support is not offered or possible, systems may operated in limited connectivity modes with the campus network if devices cannot be adequately maintained. |
Peripherals (Network copiers, printers, scanners, label makers, etc.) | Multi-Function and Copier devices on a supported lease or active service plan may receive a limited form of standard support. OIT will work with vendors to provide network access and email configurations for these devices. | Personal, consumer-grade printers (inkjet, personal MFPs) and peripherals, or other devices not recommended by OIT are self-supported. OIT will typically make a best effort before recommending replacement with a supported device. | On-lease copiers are supported by their corresponding reseller or copier maintenance contract as required by mandatory state contracts. |
Institutionally-Owned Tablets and Phones | In limited situations and in partnership with Franklin OIT, tablets are deployed as a check-out group or installed in a classroom setting. These devices will be managed and maintained by OIT. | Tablets and phones used by individuals are considered Self-Managed, however, Franklin OIT will work with clients on the purchasing process and make recommendations as needed. |
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Personally-Owned Equipment |
| Franklin OIT is not able to provide any direct support of personally owned devices. Clients will be directed to self-service documentation. |
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Functional Device Definitions
Primary Computer: the most recently purchased or assigned computer, which is primarily used for instructional or administrative functions. Only one primary computer can be designated per individual
Secondary Computer: any computer other than the designated primary computer under the use and control of one individual
Bench Computer: a computer used in a research lab for analysis, typically used by more than one individual or by a part-time employees or graduate assistants
Instrument Computer: a computer connected to scientific equipment that runs vendor software specific to the operation of the instrument and used by multiple individuals
Peripherals
Network Copier: Typically leased and under a maintenance contract with a leasing company
Multi-user Network Printer networked printers sized for a larger duty-cycle intended for group use
Individual Printers small printers, which may or may not be networked and used by a single individual
Other Peripherals, Scanner, Label Printers, etc. support for smaller peripherals is typically limited to best effort. Troublesome devices may be recommended for replacement
Institutionally-Owned Tablets and Phones including Wireless Communication Devices (WCD) purchased under the Wireless Communications Devices (WCD) Policy Information
Personally-Owned Equipment any other devices which are not purchased through regular, state procurement processes and tagged for inventory