Policies & Procedures

Effective July 1, 2013

This document defines three levels of support provided by MERIT personnel for computers purchased with UW–Madison funds. All support levels include consultations prior to implementing a defined support level. Computers purchased with personal funds have no guaranteed level of support.

In recent years the School of Education Capital Exercise has supported lifecycle replacement for a faculty or staff member’s primary computer that is older than three years. However, during this time MERIT personnel have continued to see an increase in computer support requests, including requests to support systems that are out of warranty or can no longer run the latest software provided by the vendor. In order to address request backlogs, and refocus current staff support time, MERIT is issuing this policy to help prioritize support needs, increase transparency on computer support decision-making, identify systems that should be upgraded through lifecycle replacement, and decrease computers connected to the network that can no longer comply with the UW–Madison Policy on on Electronic Devices Connected to the UW–Madison Network.

Read the full policy.

Devices connected to the University of Wisconsin–Madison network by any means must:

• Run up-to-date anti-virus software, when available
• Keep all operating system software, device firmware, application software, and other software current with the latest security-related patches from the vendor

In cases where it is not possible to update software or firmware, the device must be protected by other means, such as, but not limited to, a dedicated firewall or limited network access.

Read the full policy.

MERIT consultants evaluate computing needs and recommend computers, printers, and other peripherals that let faculty and staff accomplish their work goals. Specifications and setup are included. Computer maintenance and assistance with warranty repairs are also included.

Current specifications will be updated on the School of Education Knowledgebase.

GUIDELINES

MERIT recommends that departments and units receiving technical support from MERIT IT Consultants work closely with their consultant when planning department and unit computer or technology-related purchases. MERIT can not guarantee any technical support for purchases made without prior consult or for purchases that go against recommendations.

MERIT has contacts with state-approved vendors, and can work on combining orders to get bulk pricing discounts, whenever possible. This provides departments with the most machine for the money. From a support standpoint, MERIT can standardize technology purchases among fewer models, enhancing the ability to support department computers and peripherals, and ensuring compatibility with the technology environment. MERIT can also make appropriate recommendations on needed warranties.

If the recommended specifications do not meet the needs of departments, units, or individuals, MERIT staff will work to identify the computer or peripheral that will meet the need. MERIT also works closely with local technology contacts to coordinate the whole process from ordering to delivery and setup to continued support.

School of Education staff who are requested to provide support for personally owned electronic equipment (e.g., desktop computers, laptops, or phones) are not liable for hardware damage, software failures or data integrity while providing support for the item. Requests for support of personally owned items may be designated at a lower priority and subject to longer turnaround times.

Read the full policy.

All electronic devices connected to the School of Education managed network must not extend, aggregate, or modify network capacity or function without prior consultation and approval by a designated School of Education technology support contact. The School of Education reserves the right to suspend network access to preserve the integrity of the network.

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The policy requires that all UW–Madison units find restricted data in their possession, dispose of any that is no longer needed, store as much as practical of what remains in approved storage locations, and appropriately protect and annually report any that is not stored in approved storage locations. The policy also requires that, to the extent practical, the responsible parties eliminate or reduce the presence of restricted data in business processes, applications, and data that is used for university business.

Read the full policy.