Student Computing Service Level Agreement

Provided Resources

Denison Information Technology Services provides students with many services to enhance their academic lives:

  • Internet Connectivity via shared high speed lines.
  • Assistance connecting student computers to our network via Help Desk walk-up and phone support, Student Network Consultants (SNCs) in-room appointments, Web-based instructions, and fall move-in Network Blitzes.
  • Advanced diagnostics, malware removal, software installation, and file recovery provided by our Help Desk Student Support Annex.
  • Workspace, tools, and advice for students or their warranty provider to perform hardware repairs and data backup.
  • General computing assistance with lab computers and our provided services.
  • E-mail account hosted on a campus server.
  • Central file server personal storage space (U drive).
  • Campus Licensed software including Microsoft Office, anti-virus software, SPSS, etc.
  • Public Computer lab access.
  • Departmental Computer lab access.
  • Laser printers available to lab computers and student-owned computers.
  • E-mail Kiosks.
  • Wireless Network connectivity on 95% of the campus.

Student Responsibilities

Students commonly need extensive computer support. Since computers (and their quirky problems) are becoming more and more a part of our lives, we feel that everyone should learn the basics of properly maintaining their computer and contacting the appropriate service providers for assistance.

Therefore, it is each student's responsibility to:

  • Regularly install all of the applicable security patches and updates.
  • Monitor and upate the Anti-Virus software (we provide McAfee).
  • Keep the computer free of spyware, viruses, trojans, and hacker tools.
  • Avoid illegal uses of Peer2Peer and other file sharing applications such as KaZaa, Limewire, Audiogalaxy, Bearshare, Imesh, Morpheus, Grokster, Xolox, Blubster, Piolet, OneMX, FreeWire, Exeem, BitTorrent, Ultra, FileCroc, Kiwi Alpha, RockItNet, Warez P2P, MediaSeek, E-Donkey, Overnet, Computwin, FileNavigator, Ares, and various BitTorrent clients.
  • Take reasonable and/or required measures to prevent his/her computer from causing problems for other network users.
  • Get appropriate help in a timely manner whenever necessary.

If a student's computer is vulnerable to known attacks, infected with a virus, or causing a network problem in any way, that computer will be quarantined until the owner has properly resolved all issues. This response is necessary to maintain the health of our network and protect all connections from harmful problems.

Help Desk Student Support Annex

We are proud to announce expanded services for our students in support of personal computing. Located in Fellows Hall and serviced through our main ITS Help Desk, the Student Support Annex provides more in-depth assistance for student owned personal computers. Students with personal computer problems may seek help by stopping by the Help Desk in Fellows Hall or contacting the same at x6395 or helpdesk@denison.edu. This assistance may include:

  • Personal computer clean up
  • Diagnosis of problems on personal laptops
  • Re-installation of an operating system
  • Help with software installation from our software center
  • Virus removal
  • Assistance with backing up important files. 

Limitations

Customer assumes all risks and responsibilities associated with repairs. Information Technology Services will not purchase software or replacement parts. ITS is not responsible for any data loss or hardware damage that may occur through normal repair processes. We will take reasonable precautions to protect your data, equipment, and privacy. Please refer to the ITS Help Desk Student Support Agreement/Waiver, copies available at the Help Desk.