Service Level Agreements

Service level agreements define what support and services the Amherst IT department provides.

Support for Faculty and Staff with their Personally-Owned Computers

  • Provide documentation on how to configure IT-supported email software so faculty and staff can access their Amherst College email accounts when away from the campus.
  • Provide access to a proxy server and instructions for configuring computers outside the Amherst network to allow faculty and staff to reach protected resources on campus, e.g. electronic databases provided by the Robert Frost Library.
  • Provide Virtual Private Network (VPN) and instructions on how to configure it for those whose uses require it.

Support for Faculty and Staff who use College-Supplied Computers

  • Provide computers to eligible individuals on a four year replacement cycle, with exceptions to the cycle approved by the Chief Information Officer. The computers will be configured with the current standard software supported by IT.
  • Provide access to an individual or network printer.
  • Provide an on-campus network connection and appropriate network software for all faculty and staff whose positions require the use of a computer.
  • Provide email accounts to all faculty and staff for College-related work.
  • Provide access to individual and/or departmental network drives.
  • Provide software licensed by IT for the campus.
  • Provide help during normal College business hours via the IT Help Desk; problem resolution and information will be provided in one or more of the following ways.

Support for Students' Computers

  • Make recommendations for appropriate computer hardware for use at Amherst College.
  • Provide each student a network connection for access to the Internet and sufficient bandwidth for academic work.
  • Provide software, and installation instructions, for connecting computers to the campus network.
  • Provide hot-line support for problems connecting computers to the network via the IT student computing specialists.
  • Provide email accounts to all students accessible through their network connection.
Tags: