Hardware

Previous IT hardware standards focused on processor speed and dates of new model releases. This has become increasingly confusing for users to understand and navigate and difficult for IT to maintain. In its a place a more simple approach to hardware standards has been developed. As computers age, components begin to fail and it becomes increasingly difficult to find compatible parts for repairs or upgrades. Once they no longer have the ability to run currently supported software it becomes increasingly impractical to invest time and money into their maintenance. Also, the amount of time required to support older hardware is greatly increased, and our limited staff resources must be maximized. For these reasons, equipment beyond a certain age, as defined below, will not be supported by IT.

IT will support any computer - purchased from the recommended manufacturer of Dell, or Apple - for the duration of the warranty purchased with the computer.  We recommend 5 years with renewal option.

• It is recommended that all supported computers be covered by a manufacturer warranty for 5 years or until IT support is no longer desired. Typically, new computers come with a  1 or 3 year warranty, so the purchase of an extended 4th and 5th year is also highly recommended.
  
• If a computer is out of warranty, IT will provide limited support such that a best effort will be made to fix a problem, but significant staff resources will not be allocated.
• Only computers purchased by Penn State will be supported.
• All supported computers must have Penn State standard virus protection/security software (Identity Finder).

Hardware Standards

In order to maximize support efficiencies, only certain models of computers from supported manufacturers are supported. These supported models are built with the same parts for the entire life cycle of the model. Other models may be built with disk drives, video cards and other parts from different manufacturers at varying points in the model’s life cycle, making support more difficult. Also some other models are not designed for networked business needs and are more suitable for home or gaming. The following computer models are fully supported by IT.

• Dell desktops and laptops
• Apple desktops and laptops
  

Note: Any unsupported computer will be considered for support by IT if a business need requires its specific use. These exceptions, though infrequent, will be reviewed on a case by case basis.

Purchasing maintains websites in collaboration with Dell and Apple.

 http://computerstore.psu.edu or http://www.ebuy.psu.edu

Home Computer Support

IT provides no support of Penn State owned computers that are housed off-campus unless they are brought in to the campus IT work room.  The user is welcome to make an appointment to bring the computer into the IT Office for further service and pick up when complete. However, please note that home computing problems are oftentimes not able to be duplicated in a different environment, as internet service provider, modem problems, etc. cannot be duplicated. A reasonable effort will be made to solve problems on Penn State purchased, off-campus computers (that are brought on-site only).  Also, IT recommends that any Penn State purchased home computer be a laptop rather than a desktop in order to meet compliance.

IT will not, under any circumstances, go to any off campus or to a non-Penn State location to service Penn State owned computers/equipment.  Additionally, IT will not support any computer that is not owned by Penn State.  There are no exceptions.