ITS User Support Policy

Support
Virus protection
Software
Network

Support
Support is provided by the Pathology ITS Unit for all departmentally purchased computers. Clinical computers bought with hospital funds are also fully supported by Pathology ITS. Limited support is provided for all grant-purchased computers in the area of pathology. No support or consultation is provided for personal computers unless it has been approved by a supervisor as being directly used for pathology related work. If it is deemed so, it will then be treated under the same guidelines as a grant purchased computer. All home computers bought with grant funds must be brought into ITS for service.

Support includes: ordering hardware and related software, basic consultation for equipment purchases, equipment installation and set-up including: e-mail, pathology server access, network set-up, software installation (see software), phone-based support, user training sessions, and relocation of the equipment.

Software Updates: ITS is responsible for notifying users of major security OS patches or important (free) software upgrades. Users should notify ITS before making any upgrades not previously sent by ITS.

ITS does not provide: hard disk management, individual data back-up, or support for specialty equipment or software.

Fee for service: archiving data, computer maintenance, repairs, diagnostics, researching specialized systems, damage to the computer due to unauthorized use or software installation, individual training sessions, new network ports, external email accounts, software updates.

Virus protection
All computers connected to the Pathology network are required to have up-to-date virus protection software running on them. THIS IS A HIPAA REQUIREMENT since other machines on this network contain protected health information.  Users are responsible for making sure the virus definitions are regularly updated. All desktop computers are required to have the latest OS updates installed to insure security from viruses. ITS has the right to disconnect any computer at any time from the network that is not running current virus protection software. Laptops and other computers “temporarily” connected to the network are also subject to this requirement and must be approved by ITS before connection to the network.

Software
Check the current computer configurations of supported software. This is subject to change at any time.

*Any installation of individually licensed software will need charging instructions included with the purchase request. This includes Microsoft office, Endnote version 4 and higher, Filemaker version 4 and higher, Photoshop, Illustrator, Freehand, Canvas, Arcobat full version, and others. Pathology ITS does not support software pirating. Site licensing programs are used when available.

Additional software that is purchased at the request of a supervisor will be installed and then its original disks, serial numbers, and documentation will be handed to the requestor to keep for future needs. Updates follow the same procedures. Support for this software is limited. The user is responsible for reading the manual and learning the features. Support for most software is available via the web or in its supporting documentation. ITS will address interface and connectivity issues.

Not supported:

• Any software or external device that is not essential to the performance of departmental activities.

• ITS is not responsible for the installation or maintenance of non supported software, including utilities for music or movies, internet plug-ins, or games.

• Multi-user computers (sign out, gross room, cytotech, transcription) No software should be installed without the expressed permission of ITS. Non-approved software may be deleted without warning at any time.

• Single user computers (faculty, managers, administrative support) Any non-approved software installed is at the user’s risk. Repair by ITS of any damages resulting from such installation will be charged to that person’s unit.

• Outdated software that is not supported by the current system or computer configuration is not supported by ITS. Any damage that is caused by the running of this software which ITS has previously warned against will be charged to the user. Software includes: Pagemaker, Cricket graph, Persuasion, “lite” versions of Photoshop or html writers.

• Specialty software is not necessarily supported by ITS. Please refer to the software’s tech support or sales representative. Such software may include the supporting interface to microscopes, servers, scanners, or other lab equipment, DNA or molecular analysis, 3D plotting, etc.

Network:
Networking will be provided for all departmental systems ordered by ITS.

All research printers, computers, and systems that require network connections must send networking specifications to ITS for approval before purchasing, as well as data connection specifications. If additional cards need to be installed they will be charged to the requestor. Hubs are not allowed on the network. If additional line drops are needed a request will be sent to the Clinical Administrator for approval and charging assigned.

If the user is located outside of the pathology network they will need to use the medical school network. Pathology ITS will work with the Medical School ITS to set up accounts and connections. Pathology ITS can not make any direct changes to the medical school network, all work is done by the Medical School ITS group.

Pathology users outside the Hospital network:

Network: If the user is located outside of the pathology network they will need to use the medical school or VA network. Pathology ITS will work with the Medical School ITS to set up accounts and connections. Pathology ITS can not make any direct changes to the medical school network, all work is done by the Medical School ITS group.

Computer support: any computer bought with pathology managed funds will be supported by Pathology ITS to the best of our ability. This includes operating systems, software, and hardware. Pathology ITS can not make changes to network access or other network connections.