Computer Service Agreement - Students

This Service Level Agreement outlines computer support provided to students at William & Mary by IT's Technology Support Center (TSC).

Student Responsibilities

It is the responsibility of the student to perform the following actions to prevent system damage and to facilitate repair. Failure to do so may lead to computer problems, loss of network connectivity, a decreased level of support and loss of important documents. Students should:

  • maintain up-to-date virus protection
  • perform frequent updates to operating system
  • perform frequent back-ups of critical data
  • maintain password security
  • take steps to avoid unsafe computing
  • keep all software and licensing information accessible while at William and Mary.
TSC Hours of Operation

Monday - Friday, 8:00AM - 5:00PM, except certain holidays.

TSC-Provided Support

The Technology Support Center provides two tiers of support. Support is provided by telephone at 757-221-4357 (HELP), by email at [[support]], or in person at Jones Hall, Room 208.

Tier 1 Support
Tier 1 support is provided for Dell & Lenovo computers purchased through the Student Notebook Program or through the Tribe Computer Store, specific to the following models:

  • Dell E6530 (2012-2013)
  • Dell E6330 (2012-2013)
  • Dell E6520 (2011-2012)
  • Dell E6320 (2011-2012)
  • ThinkPad T410 & Edge (2010-2011)
  • Dell E6400 (2009-2010)
Tier 1Support
Hardware The TSC maintains a stock of replacement parts for recommended model computers and performs or faclitates warranty work on these computers. Our goal is to service computers within three business days.
Software The TSC assists with the installation of IT-recommended software. The TSC does not install or troubleshoot installation for multiple operating systems on a single computer.
Network Assistance for connecting to the W&M network is provided.
Virus/Spyware No virus or spyware cleaning services are provided. However, the TSC will restore your computer to its base software image. (This will require you to reinstall software applications and restore your data from a backup.)
Data Recovery

No data recovery services are provided.

 Loaner Computers

No loaner computers are provided by the TSC.


Tier 2 Support
Tier 2 support describes support for any computer not covered by Tier 1 support. Operating systems prior to Windows VISTA and Mac OS 10.5 are not supported.

Tier 2
Support
Hardware No hardware support provided. Please see list of alternative computer repair companies below.  The Tribe Computer Store will repair Apple computers purchased through them.
Software The TSC assists with the installation of IT-recommended software. The TSC does not install or troubleshoot installation for multiple operating systems on a single computer.
Network Assistance for connecting to the W&M network is provided.
Virus/Spyware No virus or spyware cleaning services are provided.
Data Recovery No data recovery services are provided.
 Loaner Computers No loaner computers are provided by TSC.

Off Campus Computer Hardware Repair List

CompanyLocationContactHardware Warranty Repairs

Computer Concepts **

5118 Center Street, Williamsburg 757-564-3996

Windows and Mac Laptops

(Apple Authorized Service Provider)

Hampton Roads Computers ** 11822 Canon Blvd., Newport News 757-873-8771 IBM / Lenovo
Geeks on Call ** Newport News 800-905-4335 -
Best Buy (Geek Squad) ** 210 Whittakers Trace, Williamburg, VA 23185 757-220-1352 HP, Toshiba, Compaq, Dell & Apple

** Will provide on-site service.

Network Usage

View the Student Acceptable Use Policy. If IT network engineers determine that the network traffic coming from a student's computer is harmful to the network, the student's computer will be placed in a restricted network called the "Penalty Box." The Penalty Box is a separate VLAN (virtual local area network) on the W&M network. More information on the Penalty Box.

Consultation

The Tribe Computer Store staff will be available for consultation with students and parents prior to the purchase of systems or software.

Support for Access to Services from Off-Site

The Technology Support Center will provide assistance by telephone to off-campus William and Mary students who are having trouble accessing myWM, Blackboard, Webmail, registration, and Swem Library's restricted databases. We do not have the staff to provide in-residence hall or in-home support.

Scope of Service

This Service Level Agreement (SLA) is specific to systems owned and operated by current W&M students and specifies the scope and terms of services provided by IT. The Technology Support Center will provide support for operating system, network, and selected applications on supported computers, and will serve as a liaison for hardware repairs on those systems.

The computer support program is intended to provide support for software upgrade and incident-based troubleshooting, but does not include day-to-day system administration. This means that students retain full control of, and responsibility for, administration of their systems, including data stored on their systems. This includes the installation and frequent update of anti-virus software, as well as necessary security updates provided by the operating system's manufacturer.