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:
- Phones
- Networking Equipment
Standards and Procedures
Based on this standard, computer hardware will either be fully supported or subject to a fee for support.
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. Supported MacOS-based 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 will list the most commonly purchased Apple models, but supported models are not limited to these standard configurations (in the case of Mac-OS/Apple products only).
Supported Multifunction Printer and Copier Standards and Options
Unsupported Configurations
- Computer systems purchased after 9/1/2019 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 Windows PC hardware 7 years past the warranty start date is Obsolete and subject to the fee.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
- Fee-based support is provided on a best-effort basis; the fee will be refunded if support is not possible.
- Unsupported configurations as defined above will be assessed a per-instance fee of $150.
- The fee will be charged if a machine must be imaged, repaired, or for other purposes checked into OIT’s Desktop Support Team workbench.
- Ongoing support of non-standard models as defined by the PSU Computer Hardware Standards may be obtained for a fee from OIT Endpoint Engineering team (EE).
- 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 until the computer reaches its end of life, and no longer receives firmware or OS security updates.
- EE may decline to provide support.
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.
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.