Hardware Installation

The user or the unit is responsible for contacting OACS prior to the installation of any type of hardware to ensure network 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, Email, network access, Internet connectivity).  Please contact OACS prior to a custom purchase.

Restriction on Hardware Support

OACS services UM-owned computers in BSOS. Issues with a UM-owned computer that is not physically located on campus may be resolved by OACS staff only if the computer is brought to campus.  Please note:  University owned computers must either have a University of Maryland asset tag, or purchase documentation. If these artifacts cannot be presented to OACS staff, OACS will consider the computer not University owned.

Access to Power and Data Connections

OACS must have safe access to power and data connections to effectively troubleshoot. If these connections are inaccessible or in an unsafe environment, OACS will cease support after basic troubleshooting has failed.

Installing Personal Network Devices to the Network

Please refrain from connecting your own networking devices to the campus network.  Not only is this a violation of the Policy on the Acceptable Use of Information Technology Resources (https://www.president.umd.edu/administration/policies/section-x-miscellaneous-policies/x-100a), but also could cause much disruption to you, your colleagues, and our students.  Such disruptions may be as serious as multi-building wide network outages (i.e., entire building data and voice services become unavailable).

If such a device is found on the network (i.e., a wired or wireless device that can hand out IP addresses) the device owner will be referred to the Division of IT’s Security Office and their device will be confiscated.

If you have needs that you feel the campus network cannot fulfill, please contact OACS.  We will work with you and our network and security offices to devise a networking solution that works for you, yet is in compliance with the campus’ security rules and regulations.

Computer Relocation

For ANY computer relocation, including a move that only involves a jack re-assignment, please contact OACS via the work order system as far in advance of the move as possible.  Based on the information entered into our system, OACS will generate a “move / add / change” form that must be signed by the Director of Administrative Services or designee.  This form will specify which IT assets go where.  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) from the Division of IT. OACS can assist if requested.

Advanced Notice of Special Computer Lab Needs

Software

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.

Use of personal laptop

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.  It is responsible for maintaining the overall BSOS template.

Time Bounding of Work Orders

If it takes more than 5 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. 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.

NOTE:  These policies may change over time to reflect the changing nature of information technology.

• Hardware Installation
• Customized Configurations
• Hardware Support Restriction
• Minimum Supported Configurations
• Access to Power and Data
• Personal Devices and the Network
• Computer Relocation
• Special Needs in Computer Labs
• Website Content Modifications
• Work Order Time Bounding
• Wireless Laptop Troubleshooting
• Network File Restore Restrictions