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 endpoint infrastructure is built around the support of these models, and support of non-standard models requires extensive, labor-intensive manual configuration. This Standard will define the hardware included and the cases in which OIT will charge a fee to support such non-standard hardware.
Purpose and Applicability
This OIT Standard aims to establish computer hardware configuration standards for systems used within the PSU enterprise and define expectations around the cost of supporting non-standard hardware.
This standard applies to university members who use computing technology purchased with university funds.
This standard only applies to the following hardware:
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 either be fully supported, subject to a fee for support, or not supported 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 after they are no longer sold. 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.. Once the grace period has passed, devices still in use will have their internet access restricted.
Supported Multifunction Printer and Copier Standards and Options
Unsupported Configurations
- Computer systems that are not offered through the ePSU Marketplace or listed on the PSU Computer Hardware Standards document will be subject to a fee.
- 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 years past the warranty start date is Obsolete and subject to the fee.
- 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 years ago or more is considered obsolete and subject to the fee.
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
Definitions
- Supported Hardware: Any hardware listed in the PSU Computer Hardware Standards document that has not become obsolete, according to warranty start date (using Dell and Apple lookup
- Unsupported Hardware: Any hardware not listed in the Standards document, or formerly standard hardware that has becomes obsolete.
- Obsolete Hardware: Hardware past an age where it can be fully supported. This hardware may not be compatible with modern operating systems or technologies such as disk encryption.
- Fleet Support: Fleet Support provides a pathway to add OS deployment (imaging) support and ongoing driver and firmware updates for a specific model that is not a campus standard.
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 Manager of Endpoint Engineering help-ee@pdx.edu
Contact the OIT Helpdesk for assistance with computer hardware.