Services Provided

• Assistance from 8 AM to 5 PM, Monday through Friday, excluding UCSF holidays, via the DOM Helpdesk at 476-6827, or helpdesk@medicine.ucsf.edu
• Access to our KnowledgeBase
• Disk space on domtransfer (large file transfer server)
• Recommend computer hardware and software, and provide quotes from an approved vendor.
• On-site setup and support of computer hardware and software at the Parnassus, Mount Zion, and Laurel Heights campuses (others by appointment), from 8 AM to 5 PM, Monday through Friday, excluding UCSF holidays
• E-mail account requests via the Online Helpdesk (OLHD), requested by the user's division administrator)
• On-line support ticket status via the OLHD
• Anti-virus, anti-spyware, remote access, backup, and full disk encryption software installation and updates
• User training sessions
• Encrypted, secure, HIPAA-compliant user data backups (up to 5 GB)
• Inventory of registered devices, including compliance reporting
• Safely remove data from devices and prepare for surplus. For HIPAA and SB1386 compliance, hard drives can be removed and destroyed, and we can provide a certificate of destruction.
• Limited network support, including network service requests.

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Conditions

• Device support requires a monthly support agreement. Please see our Pricing page for current rates.
• Only division administrators and their delegates can maintain the list of supported devices for their division.
• In order to create a new device support agreement, the DPA and fund must be approved by Department of Medicine Business Office.
• The minimum period for support agreements is 3 months.
• The start and end dates for a support agreement can be set in advance. The end date can not be set retroactively. Ccontact the IT Director for assistance.
• All computers must have at least a 3 year warranty.
• All printers and PDAs must have a minimum of a 1 year warranty.
• Obsolete computers (over 4 years old) can be supported as a project. DOM IT Services reserves the right to end support at any time if we determine that a device is no longer supportable, at which point we can support the device as a project only. We do not provide support for "white box" PCs.
  

  Device Age	Support Level
  0-3	hardware and software support while device is under warranty
  3-4	software support; hardware support as time permits
  4+	support agreement should be ended and support provided under a project

• Personal (non-UCSF) computers can be supported as a project.
• Network support is provided by OAAIS-ENS and MedCenter Network Services. We will request new service, report network problems, and configure supported devices to connect to the network. Although we can try to troubleshoot network problems, our involvement stops at the wall outlet.
• Software support does not include license tracking.
• Only released versions of software are supported. Test, beta, alpha, and "release candidate" software is not supported.
• Support for MedCenter applications is provided to users who sign up for two or more device support agreements. Users with one device support agreement can sign up for MedCenter application support with a separate agreement.
• Divisions pay for repairs of supported devices.
• Support for printers and peripherals is limited to those we configure to connect to a supported device. Support for multifunction printers (those combining copying, scanning, faxing, etc.) can be handled as a project or under a support agreement. To see a list of our recommended printers, please refer to our KnowledgeBase article on Printer Selection and Total Cost of Ownership.
• We will do what we can to help you with computer moves. Generally our involvement is limited to disconnecting cables and devices, and reconnecting everything in the new location. Please contact us several days in advance so we can plan to help you in both locations.
• PCs with a MedCenter software image can either be reimaged with a DOM-standard software image and supported under a device support agreement, or we can provide limited support on a project basis.

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Supported Devices

• Dell Optiplex series desktops running Windows XP
• Dell Precision series workstations running Windows XP
• Dell Latitude series laptops running Windows XP
• Apple computers with G5 or Intel processors running Mac OS X 10.4 through 10.5
• Blackberry smartphones running Blackberry OS 4.2 or higher
• iPhone smartphones running iPhone software 2.0 and higher
• Windows Mobile 6 smartphones

✔ current Antivirus client
✔ current Antispyware client (PC)
✔ current Backup client
✔ current VPN client
✔ current supported version of Office
✔ current Remote Control client
✔ current full disk encryption client

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Supported Windows Applications

We can support software applications other than those shown below as a project.

• Adobe Acrobat (Standard, Professional, and Reader) version 7 and later
• Adobe Dreamweaver CS2 and later (connecting to DOM web servers only)
• Microsoft Office (Word, Excel, PowerPoint, Outlook, and Access) 2003 and higher
• Sophos anti-virus (UCSF installer)
• SpySweeper and Windows Defender
• Microsoft Internet Explorer 6 and later
• Firefox 3 and later
• EndNote 8 and later
• Retrospect client (for use with DOM servers only)

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Supported Mac OS X Applications

We can support software applications other than those shown below as a project.

• Adobe Acrobat (Standard, Professional, and Reader) version 7 and later
• Adobe Dreamweaver CS2 and later (connecting to DOM web servers only)
• Microsoft Office (Word, Excel, PowerPoint, and Entourage) 2008
• Sophos anti-virus
• Safari 3 and later
• Firefox 3 and later
• EndNote 8 and later
• Retrospect client (for use with DOM servers only)

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Supported Smartphone Applications

In general we only support productivity/groupware applications which shipped with the smartphone or are included in flash memory updates. These include enterprise email/calendar/contact clients (ActiveSync, Outlook Mobile), and the standard notes and to-do applications. Please refer to our Smartphone Guide for more information. We can support other software applications as a project. If you would like to see if we will support a specific application, please ask.

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Backups

• Supported laptops and desktops are backed up at least once a week.
• Data is retained for 3 months before it is overwritten.
• The amount of backed-up data is limited to 5 GB per computer.
• Once a desktop or laptop is removed from the support list, data recovery is available as a project for up to 3 months after the last backup.
• Data archival to removable, user-provided media is available.

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Approved Vendors

Please refer to our list of authorized hardware and software vendors.

Training

The DOM IT Services group offers basic training and access to our KnowledgeBase for registered users. In addition, we offer advanced training for individuals and groups as a project.

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