OACS Policies

University of Maryland Acceptable Use Policy
OACS follows the University of Maryland Policy on the Acceptable Use of Information Technology Resources. Should OACS observe a violation of this policy, it will report the infraction to the user's department and possibly to OIT.

OACS Service Level Agreement
OACS' agreement with the College of Behavioral and Social Sciences regarding response times to break/fix situations.

Hardware Installations
The user or the unit is responsible for contacting OACS prior to the installation of any hardware, printers, or other components that will work with the network or networked computers, to ensure compatibility. If not contacted in advance, there may be significant delay in installing the hardware.

Support of Customized Configurations
At its discretion, OACS will support configurations that deviate from the standard OACS image / network setup (i.e. MS Office, GroupWise, Novell Netware, Internet connectivity). OACS may charge the prevailing hourly rate depending upon the complexity of the customization.

Restriction on Hardware Support
OACS services UM-owned computers in BSOS offices and on the College Park campus. Issues with a BSOS-owned computer that is not physically located on campus may be resolved by OACS staff only if the computer is brought to campus. Network software is only installed on computers to be used on campus. University owned computers must either have a University of Maryland asset tag, or purchase documentation. If either of these artifacts cannot be presented to OACS staff, OACS will consider the computer not University owned. Supporting a non-UM owned system is at the discretion of OACS.

Minimum PC Configuration that OACS Supports
The following is the minimum PC standard that OACS supports:

• Operating system: Windows XP Professional 32-bit version
• Processor: Pentium III-800 MHz or equivalent
• Amount of memory: 256 mb
• Disk size: 20 Gigabytes

Access to Power and Data Connections
OACS must have access to power and data connections to effectively troubleshoot. If these connections are inaccessible, OACS will cease support after basic troubleshooting has failed.

Hours of Support
The OACS helpdesk is staffed from 8:30am – 4:30pm. After hours support for PC related problems is not provided. Enterprise systems (email, file storage, etc.) are monitored 24 x 7 by OACS.

Computer Relocation
For ANY computer relocation, please contact OACS via the work order system as far in advance of the move as possible. Even if the move is to an adjoining office, OACS requires notification so it may assist in IP and/or inventory changes. Restrictions on computer relocations are as follows:

• OACS handles only computer moves within the same building.
• OACS moves only standard desktop equipment and will not move heavy equipment such as networked printers, etc.
• OACS is not responsible for coordinating or moving equipment to another building or external location.
• It is the responsibility of the unit to request IP changes (if needed) of OIT. OACS can assist if requested.

Advanced Notice of Computer Lab Software Needs
If you require special software (i.e., software that is not part of the standard software packages loaded on the lab PCs), please submit your special software request by the end of the first week of August, or by the end of the first week of January. Requests received after these deadlines will be addressed at the discretion of OACS.

Use of Laptops in OACS Computer Labs
OACS requests that instructors use the supplied instructor workstations in the computer labs to minimize any incompatibility issues with the Audio/Visual system. Just save your instructional content to a thumb drive. If you absolutely require the use of your laptop, please inform OACS that your laptop must be connected to the A/V system.

Website Content Modifications
OACS is not responsible for maintaining the content on departmental/unit websites, unless a prior arrangement has been made between the department/ unit and OACS. Changes to website content should be undertaken by the department/unit web master.

Policy on OACS Support for SmartPhones
OACS supports POP3 and IMAP email functionality on most SmartPhones. For help with IMAP and POP3, please contact the OACS Helpdesk via the Work Order system. For those users who require enhanced functionality, such as access to the mobile version of GroupWise, or establishment of a Blackberry capability, please review the rules governing Blackberry support.

Please note that OACS offers support for wireless devices Monday through Friday, 8:30am - 4:30pm only. Limited support can be offered over the phone. For more complex issues, the user will either need to make an appointment with OACS and bring in the device, or call their service provider per instructions from OACS.

Restriction on Email Support
Effective November 1, 2008, OACS will no longer support non-GroupWise email clients that access the GroupWise email system (e.g., Microsoft Outlook, Thunderbird, Mac mail, etc.).  To download the GroupWise client, please visit http://www.oacs.umd.edu/software/OACS_Software.asp

Statistical Software Packages Installed Upon Request
SPSS, SAS, Stata, and Stat Transfer are no longer loaded onto new PCs by default.  Such software is installed upon request via the OACS Work Order system. Please note that for Stata and Stat Transfer, you must purchase your own copy via the “Grad Plan” offered by Stata.

Time bounding of work orders
If it takes more than 3 business days to resolve an issue plaguing a University owned computer, OACS reserves the right to stop the troubleshooting effort and require a re-image of the machine.

Troubleshooting wireless laptop issues
OACS will perform basic troubleshooting when a user cannot connect to a non-UMD wireless network. If no resolution is found, the user must bring laptop to OACS, which will perform troubleshooting procedures to get the laptop to connect to UMD-Wireless (the troubleshooting could involve a driver refresh). OACS will also deliver a brief orientation on wireless networking. If the same wireless device continues to have connectivity issues with non-UMD wireless networks, OACS reserves the right to terminate troubleshooting.

Restriction on Network File Restore Requests
OACS provides a restore service for customers who have deleted network files that should not have been deleted. Under normal circumstances, OACS will restore network files to their original locations, provided that the files were not created and deleted on the same day. OACS cannot guarantee restores of network files that are created and deleted on the same day.

If OACS receives frequent restore requests from a given person or research unit, it will deny future restore requests until an investigation into data management practices is completed. Findings will be shared with the person, his/her supervisor, and possibly the department chair. OACS will work with the other party to define data management standards that minimize the need to request a restore.