Supported Hardware Configurations Standard

Introduction

To ensure that the hardware used in the PSU computing environment meets minimum security and configuration baselines, OIT and the Hardware Standards Committee work to develop and update standard models of computer hardware. PSU Enterprise Apps and endpoint infrastructure are built around the support of these models, and support of non-standard models requires extensive, labor-intensive manual configuration.

Purpose and Applicability

This OIT Standard aims to establish PSU-owned computer hardware configuration standards and define expectations around the fees for supporting non-standard hardware.  

This standard only applies to the following hardware:

• Desktop Computers
• Laptop Computers
• Printers
• Multifunction Copiers
• iOS devices (phones, tablets, Apple TV)
• Google laptops (ChromeBooks)

These standards do not apply to other hardware such as:

• Android Devices (Phones and tablets)
• Networking and Telecom Equipment

Standards and Procedures 

Based on this standard, computer hardware will be either fully supported, subject to a support fee, or unsupported for PSU business.

Supported Computer Configurations

Supported Microsoft Windows-based computer configurations will be listed in the PSU Computer Hardware Standards document and are available via the standard models listed on the first screen of the Dell portal from the ePSU Marketplace. Only listed models that are OIT-managed are considered supported.
Supported macOS computers or any models that are offered from Apple, but must be purchased via the Apple Store from within the ePSU Marketplace. The PSU Computer Hardware Standards spreadsheet will list the most commonly purchased Apple models, but supported models are not limited to these standard configurations.

​Each department is responsible for tracking, budgeting, purchasing, and replacing a supportable fleet of endpoint hardware. It is recommended that fiscal officers and/or Deans work with their Technology Administrators Group members (TAGs) and/or Technology Coordinators (TCs) to adequately budget for this lifecycle.

Managed endpoints on the PSU Hardware Standards Committee's list of approved models are eligible to receive security and usability updates for both firmware and operating systems, as long as they are supported by the manufacturer, typically for 3 to 7 years. Once this period ends, the device is considered to have reached its end of life, is no longer eligible to be managed by OIT, and should be taken out of service.

Most vendors do not provide advance notification regarding hardware that is reaching its end of life. OIT may periodically notify TAGs regarding hardware that can not migrate to a supportable OS or firmware and is therefore considered to be end of life. After the hardware has reached its end of life, there will be a one-month grace period after the vendor has ceased providing security updates. 
NOTE: Once the grace period has passed, devices still in use will have their internet access restricted. Devices off campus will no longer be able to connect to the internet or to campus via the Cisco VPN.

 While the Hardware Standards Committee does not list specific supported models of iOS, current models still receiving security updates with a Jamf management license (a pass-through cost paid annually by each department) are permitted. 

Supported Multifunction Printer and Copier Standards and Options

• Lease a Multifunction Copier - Jira Service Management
• Purchase a departmental printer - Jira Service Management 

Unsupported Configurations

1. Computer systems purchased after 9/1/202019 that are not offered through the ePSU Marketplace and listed on the PSU Computer Hardware Standards document will be subject to a fee. Computer systems purchased after 9/1/2020 that are not offered through the ePSU Marketplace and listed on the PSU Computer Hardware Standards document will be subject to a fee.
2. Older hardware often is incompatible with modern operating systems and security standards and may be subject to a fee as defined below.   
   • Any Windows PC hardware, even former Standard Hardware, 5-7 years past the warranty start date, will be considered Legacy hardware and supported on a best-effort basis only. Windows PC hardware 7 or more years past the warranty start date, or when the manufacturer stops releasing security updates, is considered obsolete.
   • Support for Apple hardware will align with the Apple Support Standard. Apple hardware manufactured 5 - 7 years ago will be considered Legacy and supported on a best-effort basis only. Apple hardware manufactured 7 or more years past the warranty start date, or when the manufacturer stops releasing security updates, is considered obsolete

Fee-Based Support Standards

There are two options for getting support for non-standard hardware. The first option is for the support of a single device, per instance. The second option is for the ongoing support of non-standard models. Hardware that is considered obsolete is not eligible for fee-based support and should be removed from service.

Per Instance Support

This option provides support for an unsupported model, usually for an individual computer.

• Unsupported configurations, as defined above, will be assessed a per-instance fee of $150.
• Fee-based support is provided on a best-effort basis; the fee will be refunded if support is not possible.
• The fee will be charged each time a machine must be imaged, repaired, or for other purposes checked into OIT’s Desktop Support Team workbench.
• Automated firmware and driver updates are not provided to systems in this class

Ongoing (Fleet) Support

This option is best suited if you have one or more endpoints that you would like to be supported for a certain model that is not a campus standard. This service provides ongoing support for OS deployment, plus provides driver and firmware updates.  

• The fleet support fee is $75 per hour, with a minimum of five hours, or $375. In addition, an annual maintenance fee of $120 per year will be billed for five years.
• The Hardware Standards Committee and Endpoint Engineering team (EE) must approve requests.
• Automated firmware and driver updates are provided to endpoints with fleet support for as long as the manufacturer continues to provide support for the model.
   

Related Policy, Procedures, and Information

• PSU Computer Hardware Standards
• Endpoint Security Standard | Portland State University
• Information Security Policy
• Acceptable Use Policy
• OIT Encryption Standard
• Digital Media Recycling Standard
• UFS Property Control Equipment Loan Agreement
• Departmental IT Support Contacts (TAGs)
• List of Technology Coordinators (TCs)
• Stolen Computer Report form
• Risk Management property claims process
• Endpoint Management supporting service offering
   

Definitions

Point of Contact

Single device non-standard computer or printer support: Contact the Service Desk Associate Director.
Computer Hardware Standards and fleet support: Contact the PSU-Hardware-Standards-group@pdx.edu or the Manager of Endpoint Engineering at help-ee@pdx.edu

Contact the OIT Helpdesk for assistance with computer hardware.