November 23, 2014

Support for Computer Services

Marine Biological Laboratory
Policy No. H.2.5

Information Technology

Initiated by:Director, Information Technology
Approved by:MBL Director/CEO
Date:August 29, 1994
Revision:#1, July 23, 2001
Distribution: All users of the MBL Information Systems

1.0Policy Statement:
Levels of support are dynamic and continually modified and updated as users needs, ISD Staff expertise, and technology changes and Internet standards are implemented. Support for computers older than four years will be offered on an “as available” basis.

2.0Support of Equipment
Contact ISD for a current list of supported hardware, operating systems, and software.

3.0Support of Systems

3.1Level 1: ISD will guarantee that the following systems will work on the network and will support these systems:

3.1.1Currently supported hardware (contact ISD for a list)
3.1.2Currently support software (contact ISD for a list)
3.1.3Network Interface Cards adhering to an Rj45/10BaseT standard.

3.2Level 2: ISD will support to the best of its ability the following systems:

3.2.1Hardware not confirmed by ISD for Level 1 support only if accompanied by “user documentation.”
3.2.2Software not confirmed by ISD for Level 1 support only if accompanied by “user documentation and original distribution media.”
3.2.3Other Network Interface Cards not listed in Level 1 – only if accompanied by “user documentation, configuration disk, and network drivers”

3.3Level 3: ISD can not support these systems:

3.3.1Hardware not confirmed for the above levels of support or not accompanied by appropriate documentation
3.3.2Software not confirmed for the above levels of support or not accompanied by appropriate documentation (and distribution media, if needed).
3.3.3Network Interface Cards that are not accompanied by appropriate drivers, and/or those not provided by major manufacturers.

4.0MBL Computer Purchase Guidelines

4.1MBL administrative staff will follow the procedures outlined in the Computer Resources Purchasing Policy. It is strongly recommended that scientific staff also follow those procedures.
4.2Scientific staff purchasing new equipment or installing existing equipment on MBLNet are asked to:

4.2.1Inform ISD of purchase/installation prior to install date to discuss support and network capabilities/needs
4.2.2Have on-hand appropriate user documentation and configuration disks
4.2.3Acquire an IP number for all machines attached to MBLnet assigned by ISD
4.2.4Inform ISD of all peripherals attached to MBLnet.

5.0Policy Updates:
Policy clarification and updates are available from the Information Systems Division.