[536] in resnet
Re: What's Supported?
daemon@ATHENA.MIT.EDU (Kevin Davis)
Thu Dec 6 11:17:52 2001
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Message-ID: <Pine.OSF.4.33.0112061104270.3008-100000@is05.fas.harvard.edu>
Date: Thu, 6 Dec 2001 11:07:08 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Kevin Davis <ksdavis@FAS.HARVARD.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <5.1.0.14.0.20011204172103.00ac1530@goshen.edu>
We don't have them sign a release form. Our school's Computer Rules and
Responsibilities document does say:
"Users recognize that systems and networks are imperfect and waive any
responsibility for lost work or time that may arise from their use. The
staff of FAS Computer Services cannot compensate users for degradation or
loss of personal data, software, or hardware as a result of their use of
University-owned systems or networks, or as a result of assistance they
may seek from Computer Services staff."
We really have never run into a liability problem, to tell the truth.
Since 1994, we've only ever had to replace one thing, which was a laptop
NIC's dongle that snapped when we were moving a computer to another jack.
I think it was $13.00 to get one from 3Com, half the cost of which was
shipping. :)
+-----------------------------------------
|Kevin Davis
|Coordinator of Residential Computing
|FAS Computer Services, Harvard University
|ksdavis@fas.harvard.edu * 617.496.6064
On Tue, 4 Dec 2001, June Templin wrote:
> Kevin, I like how you've laid out your policy statement. You'll try to
> help but don't make promises. One of our concerns, though, has been
> dealing with the person that says "it worked when I brought it to you, and
> now it doesn't ... you broke it". Do you have them sign a release form?
>
> At 04:45 PM 12/4/2001 -0500, you wrote:
> >This fall, we officially delineated two categories: Guaranteed Support
> >(networking, e-mail/Unix account, College Web applications, dial-up) and
> >Best Effort (hardware issues, OS problems, viruses, really everything
> >else). We dropped off flyers to each dorm room explaining the policy, and
> >when a student schedules an appointment they get an email explaining this.
> >
> >Our support policy is online at
> > http://www.fas.harvard.edu/~help/kbhtml/kb0637.shtml
> >
> > +-----------------------------------------
> > |Kevin Davis
> > |Coordinator of Residential Computing
> > |FAS Computer Services, Harvard University
> > |ksdavis@fas.harvard.edu * 617.496.6064
> >
> >On Tue, 4 Dec 2001, Wes Witemeyer wrote:
> >
> > > Our ResNet/Central Student HelpDesk, called Team 55, is currently
> > > revisiting the type of support we offer to our student body. Currently we
> > > will help with anything short of opening a case, on almost any OS. That
> > > will include system reloads, software installs, virus clean-up,
> > > connectivity setup, ect.
> > >
> > > What lines are other support organizations drawing in the sand and why?
> > >
> > > It seems that our Customer Service is taking a hit because we spend too
> > > long on student machines that may need "too much" support to be functional
> > > on our network.
> > >
> > > Comments?
> > >
> > >
> > > Wes Witemeyer
> > > Abilene Christian University
> > > Abilene, Texas.
> > >
> > > ___________________________________________________
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>
> June Templin
> Senior Support Specialist
> Goshen College ITS
> (219) 535-7700
>
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