Computing Facilities Policies

Vision/Mission Statement

Provide the best support possible for our customers, enabling them to focus on their areas of expertise with minimal disruption.


Priorities

We strive to provide a high level of support for all customers. Occasionally the need arises to prioritize tickets due to load. If priority calls are necessary, the priorities are spelled out below.

  1. Teaching - Anything impacting classes that are in session is to be given the highest priority.  If the class isn’t currently in session but the problem is related to teaching, it is a high priority but may be deferred if it can be completed without impacting the next class.

  2. University owned or leased machines.

  3. Personal machines, as time allows, with limitations. Please speak with an administrator for further information.


Services

This is an overview of services that can and will be provided by the Help Desk and Computing Facilities staff. Details and limitations of the services provided should be discussed with an administrator.

Free services provided for ECE, ISR, Physics, BioE and Math if you are affiliated with one of these units:


  • Central authentication for ECE, ISR, Math, BioE and Physics Windows related services using campus Active Directory.

  • Secure remote access via web based SSL VPN.

    • For people not needing access to specific department resources, the campus VPN is recommended.

    • For people needing access to publications that are restricted to campus, we recommend http://researchport.umd.edu.  You will be required to log in if you access from off campus.

  • Email account with Gmail via Google Apps for Education.

    • For faculty, staff, and graduate students (Math, ECE, Physics, ISR).

    • This account provides access to all Google related services, most of which are listed under collaboration tools.

    • Campus Exchange services are also an option for faculty, staff, and graduate students.  

    • Undergraduate students are assigned Google Apps for Education accounts through DivIT.

  • File storage services via Microsoft file servers, Linux Samba file servers, AFS file servers, UMD Box, and Google Drive.

    • Storage location is based on the needs of the group and is discussed prior to creating the storage space.

  • Print services via Microsoft print server and Glue MDQS or CUPS print server.

    • Print quota may be in effect in certain cases to prevent abuse.

  • Help Desk for support services that are offered.

    • Contact possible via email, phone, or in person.

    • Doors are open 9-5, Monday-Friday, except for UMD holidays.

    • Support on holidays or after hours is best effort. Users may have to wait for assistance.

  • Desktop support for University owned or leased machines for Microsoft Windows 7, Windows 10, Apple Mac OS X, and Glue Red Hat Linux.  

    • Desktop and laptop imaging available.

  • Teaching lab support for labs used for official UMD classes.  

    • For ECE, ISR, and Math labs, fast turnaround on software change requests in the lab using state of the art technology.  

    • For Physics labs, there is a standard process to go through for lab software changes that requires committee approval.

  • Audio Visual support for ECE, ISR, Physics, and Math conference rooms.

  • Limited research support including consulting and work that will benefit multiple research groups.  

  • Raised floor computing space is available.

    • Space is limited and requests should be made to the help desk.

    • Fees may apply depending upon needs.

  • Web hosting is available.

    • Limited to department projects or websites.

    • No personal pages, including individual faculty and staff pages, are created or maintained by the help desk.

  • Backup is provided.

    • For teaching related needs as well as a limited amount for “home space” and research use.  

    • Backup is available for centralized file storage, email, and laptops.

  • Security options are provided.

    • Network and host based firewalls and separate internal/external DNS configurations.

    • Only computers on unprotected networks are directly exposed to the Internet.

    • Users can choose the environment in which they work, limited to the two options available.

  • Disaster Recovery is provided for centralized services such as email, file storage, and print services.  

    • Depending upon the seriousness of the disaster, the recovery time will vary.  If only one of the main two (AVW and Physics) buildings is impacted, critical services should be restored within a day.

    • In the event of a disaster, every effort will be made to have a help desk up and running as quickly as possible to provide normal services.

  • Collaboration tools such as Google Drive, Google sites, Box.com, and web conferencing.

    • Some resources, such as software downloads and wiki pages, are available through Div IT.

    • The tools available and supported may change over time as new technologies develop.

    • Anything unsupported may be given a “best effort” short-term attempt to assist the user.

  • Virtual servers for short-term use.

    • Offered with same day creation possible depending upon needs.

    • Can be provided for free for less than 30 days.

    • Limited to as much as available resources can handle without impacting department operations.

  • Hardware/Software Media Loans based on availability of items such as laptops, projectors, usb keys, laser pointers, etc.

    • Items are available for checkout to Faculty, Staff, and Graduate students for a maximum of 3 days.  

    • Undergraduate students can borrow items if a Faculty or Staff member is willing to sponsor them.

    • If a checkout of more than 3 days is desired, approval is needed from an administrator.  

  • Password Resets for accounts in department domains.

    • Users requesting a password reset will be asked to come to a help desk and provide proper identification.

    • Users who are off-campus for an extended period of time and cannot make the trip to the help desk will be asked to send a photo of their UMD ID to the help desk.

    • Users requesting assistance with their UMD password will be directed to the DivIT Help Desk.



Services provided for a fee for ECE, ISR, Physics, BioE and Math if you are affiliated with one of the units:

  • Virtual servers for long-term use.

    • Offered with same day creation possible depending upon needs.

    • Fee is based on required resources.

  • Backup of research space.

    • Beyond the limited free amount of 100 GB.

    • Fee is based on required resources.


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