HELP DESK
5-3200
FAX
5-3606
TRAINING
7-4483
Yale University
School of Medicine
Getting started
ITS-Med Computing Services
Detailed Information
Network connectionsCore network service
Description || Eligibility || How to get the service || Support || Cost
Description:
Core network services include:
- a network connection and IP number
- an email account
- virus protection
- access to University networked applications (OVID, Orbis, and other library databases and journals; administrative applications including Oracle, Project X, CCSS, SIS, HRS, CRS, Brio Query; ftp and telnet)
- Internet access (Netscape)
- support for Microsoft Office (client is responsible for software license)
Some applications cannot run on certain operating systems or hardware platforms. For details, please review the current ITS-Med hardware standards. Support for non-standard machines will be limited (based on the nature of the problem or on allotted time), at the discretion of the technician.
SupportITS-Med provides support for Core Services including Help Desk services, ID creation/maintenance and desktop technical support. Does not include on-site technical support except for the initial installation and to correct network failures. Each department is assigned to a single team of technicians for service to assure consistency of service and familiarity with client computing needs and environments.
Any changes to the Core Services minimum standards will be posted and sent to clients via the NEWS4U listserv (an electronic mailing list of all clients).
Support Limitations (examples of):
The following factors may limit support:
- Availability of expertise within the Unit (e.g. hardware repair, operating systems other than Windows 3.11, Windows 95, Windows NT 4.0, Macintosh OS)
- Computers that are desktop clones, home PC models or fall below our minimum recommendations (e.g. IBM Aptiva, Packard Bell, IBM Deskpro, Dell Dimensions, some Gateway models)
- Problems that cannot be resolved after being escalated to the highest technical level within ITS-Med
- A request whose magnitude jeopardizes our ability to meet the 2-week/24-hour turnaround time commitment for Core Network Service clients.
Faculty, staff, and postdoctoral fellows who are located in areas that are accessible to the Ethernet network and have a Macintosh or PC-compatible computer that meet ITS-Med standards are eligible to receive Core Services.
Computers that do not meet our minimum standards will be classified as "Machine only" and support will not be guaranteed.
How to get the service
Please fax the Computing Request Form to 785-3606.If you have difficulties using this form, please contact the
Help Desk at 785-3200.
Core network service cost
- $35/month
(This fee does not include technician site visits, remote access , network backup service, workgroup computing, or scheduling software. These services are available as add-ons to this service at an extra cost. - $400 one-time installation
Includes $200 fee to Telecommunications, installation of network circuit, creation/registration of all related network IDs, and network adapter.
If your account consistently occupies more than 25 Mbytes of disk space on the server, a surcharge of $4/month for each 10 Mbytes in excess of the baseline allocation of 25 Mbytes will be applied. For example: An account that averages 50 Mbytes would be charged $20/month. The disk utilization for each account is measured at 3am each day. For clients storing many thousands of messages on the server or whose messages have extremely large attachments, there may be a surcharge. We encourage you to file messages on your hard disk instead of the server to avoid the surcharge. If your storage usage seems likely to cause the surcharge to be applied, ITS-Med will alert you via email.
Machine Only Connect
Description || Eligibility || How to get the service || Support || Cost
Description:
Machine only connections include a network connection and IP number
Available primarily for machines in public clusters and for printers. Also available for certain types of computers. Subject to annual re-qualification for eligibility.
A machine only network connection is designed for devices that are not used for Core Network Services.
SupportSupport for these connections is strictly limited to ensuring that the network connection to the jack is live. You are responsible for ensuring that the computer using this service is properly configured. ITS-Med reserves the right to deactivate a network connection if a improperly configured machine is causing network disruptions.
EligibilityFaculty, staff and postdocs
There are 4 types of computers that qualify for a Machine Only Network connection. They are:- Computers in public clusters such as the Library, Nursing, EPH and Lauder Hall facilities
- Printers that connect to the Network
- Computers dedicated to laboratory instrumentation
- Other computers that ITS-Med determines we can not fully support (UNIX workstations, PC’s running Linux and PC’s running older hardware or software)
Computers connected to the school’s Ethernet network must use approved network protocols. The standard network protocols are TCP/IP, Decnet and Appletalk. If a machine only connected computer requires a different network protocol, that protocol must be approved by Network and Systems Engineering prior to connection. Please call 785-6416 for further information.
How to get the service
Please fax the Computing Request Form to 785-3606.If you have difficulties using this form, please contact the
Help Desk at 785-3200.
Machine only network connection cost
$20/month plus $200 one-time installation charge
Basic Service (mainframe)
Description || Eligibility || How to get the service || Support || Cost
Description: The standard email program on BIOMED is Pine, which is accessed by terminal emulators. The email accounts can also be accessed by POP and IMAP mail programs such as Netscape and Eudora. How to get the service
Basic Service is a traditional mainframe computer account on the School of Medicine VAX computer system, BIOMED. This service is particularly suitable for clients whose computer system is below the standards for full connection to the network.
This service includes:
- electronic mail
- Internet tools (FTP and Telnet) and a non-graphical
Web browser (LYNX)
- a minimum of 5Mbytes of disk space that you can
temporarily increase to 50Mbytes.
If you have difficulties using this form, please contact the
Help Desk at 785-3200.
Support
Includes Help Desk support. $10/month, no installation charge. Cost does not include
a terminal emulation program or Internet access (e.g,. ITS-Med's Core Network Service, AOL, SNET)
a modem or a network connection
Basic service cost
Technician Visits
Description || Eligibility || How to get the service || Cost
Description: ITS-Med technicians will make service calls to maintain desktop functionality and accessibility to networked applications (i.e. electronic mail and scheduling, the OVID databases, YaleADS, Oracle applications, Brio Query, Clinical Reporting System, APS Bullet/IDX, Netscape, etc.) for standard machines (limited to Macintosh and PC-compatible computers/printers). For clients with non-emergency problems who have subscribed to Core Network Services, the technician will address the problem within 5 business days. Emergency work will be addressed within 1 business day for Core Network Services subscribers. (An emergency is defined as the disruption of a vital computing function, such as electronic mail, printing, or access to a University application). Please note that the complexity of the work order may require intervention of external support providers (i.e. MCSC, external vendors, Telecommunications), whose turnaround time cannot be guaranteed by ITS-Med at this time. ITS-Med technicians will also provide fee-based service calls for unsupported resources and computers (i.e. non-standard software or computer installation). ITS-Med must evaluate and approve these requests in advance to be sure the expertise exists and the work can be performed in a timely fashion. We cannot guarantee ongoing support for applications/services installed under these conditions; it will be provided on a per-visit basis. If, upon arrival, the technician determines that the work cannot be performed, the client will not be charged for the visit. The 5 day non-emergency/1 day emergency turnaround time is not guaranteed for unsupported service visits. Clients who are located in Yale School of Medicine buildings. Phone the ITS-Med Help Desk at 785-3200, or send email to the ITS-Med Help Desk
Sometimes problems cannot be resolved at the Help Desk. In those circumstances, the Help Desk escalates the problem to an ITS-Med technician. If a site visit is required, you will be billed at a rate of $70/hour.
Visits for supported resources and computers:
(In some cases that require a business manager’s signature,
please fax the Computing Request Form
If you have difficulties using this form, please contact the
Help Desk at 785-3200.
Service technician visit cost
$70/hour
The minimum charge for all service calls is 15 minutes and does not include technician travel time. We charge for back-office support devoted to research of the problem or consultation with a vendor. The technician will spend no more than one hour trying to resolve a problem before escalating to a senior technician.
Additional fee-based services ($70/hour):- Supporting or installing unsupported software
- Extended assistance using standard software
- Resolving problems arising from clients' attempts to upgrade their computers (operating system upgrades, computer swaps/transfers, peripheral installations, component upgrades, etc.
- Consulting with vendors, outside technicians or others who are working on clients' computers
ITS-Med recognizes some departments may not have the financial resources or business need to upgrade hardware to the minim standard. However, it is imperative department staff realize older machines, operating systems and software may not be compatible with the technology required in today's environment.
Workgroup Computing
Description || Eligibility || How to get the service || Support || Cost
Description:
This service provides disk space on a secure, backed-up network server. It meets a variety of needs, such as workgroup computing (i.e., enabling several users to access the same files), supplemental storage, and redundant storage in an alternate location. The disk space will limited to a specific quota based on the client’s needs. File services are available on a 24hr/365d schedule except for occasional planned outages for upgrades and repairs. Yale University School of Medicine faculty and staff with an active network circuit, a Windows 95/98/NT operating system (preferably NT 4.0). How to get the service
If you have difficulties using this form, please contact the
Help Desk at 785-3200.
An ITS-Med technician will come to configure your computer.
Network backup service
Description || Eligibility || How to get the service || Support || Cost
Description:
ITS-Med offers a centralized backup service for computers that are connected to the campus network. The service backs up data files and documents for recovery in the event of hard drive failures and other calamities.
Anyone connected to the Campus network.
Support
Installation and Help Desk support
How to get the service
Please fax the Computing Request Form to 785-3606.If you have difficulties using this form, please contact the
Help Desk at 785-3200.
$7/month
backup service cost
Scheduling
Description || Eligibility || How to get the service || Support || Cost
Description:
Meeting Maker is the University's personal calendaring and group scheduling software. It is integrated with the central campus Meeting Maker system, and is already being used by over 3,000 people at Yale. Meeting Maker has robust calendaring features, which include proxy capabilities. It also has the ability to schedule rooms and resources such as AV equipment, and is available for Windows and Macintosh computers. Anyone with Core Network Services or Core Dial-In Services Please fax the Computing Request Form
to 785-3606. If you have difficulties using this form, please contact the The service includes installation and Help Desk support. $2/month
Help Desk at 785-3200.
Scheduling cost
Email Account Only
Description || Eligibility || How to get the service || Support || Cost
Description:
A separate email account based on one of the standard email offerings. Available as an add-on to Core network service or with annual re-qualification to certain clients who do not qualify for service (i.e. research assistants, post-docs and students). The Core Network Service automatically comes with one email account. If you need more then one email account on a computer with the Core Network Service, (e.g., a computer shared by several members of a laboratory), you may pay for any number of additional separate email accounts.
If you do not have a computer with the Core Network Service, you may still elect to purchase a separate email account. You will, however, will need to have an Internet connection, either with our Remote Access Service or with some other Internet Service Provider (ISP) like SNET, Erols or AOL.
Faculty, staff and postdocs How to get the service
Requires a Core Network Service subscription or an Internet subscription (e.g., Remote Access Service, SNET, AOL, Erols)
If you have difficulties using this form, please contact the
Help Desk at 785-3200.
$10/month
Separate email account cost
For those clients whose accounts consistently occupy more than 25 Mbytes of disk space on the server, a surcharge of $4/month for each 10 Mbytes in excess of the baseline allocation of 25 Mbytes will be applied. For example: An account that averages 50 Mbytes would be charged $20/month. The disk utilization for each account is measured at 3am each day. For clients storing many thousands of messages on the server or whose messages have extremely large attachments, there may be a surcharge. We encourage you to file messages on your hard disk instead of the server to avoid the surcharge. Clients will be sent email warnings during the month if their storage usage seems likely to cause the surcharge to be applied.
Core Network Service as a Dial-up Connection
Description || Eligibility || How to get the service || Support || Cost
Description:
If your building does not have Ethernet network connectivity, they may connect their computers to the network using the Core Network Service as a Dial-up (Remote Access) Connection. (Note that this service provides slower connectivity and less reliable. Clients in locations served by Ethernet may not elect this service.) ITS-Med will install the Remote Access software and other Core Services software such as email and Netscape. The ITS-Med Help Desk (5-3200) will provide ongoing technical support to these clients. In addition to the computer, you must provide a telephone line and an approved modem. Faculty and staff in buildings without Ethernet network connectivity. How to get the service Core network service as a dial-up connection cost $30/month
Eligibility
Transferring data to a new computer
Transferring an old computer's data, applications,
and network access to a new computer: $200.00
How to get the service
Please fax the Computing Request Form to 785-3606. If you have difficulties using this form, please contact the Help Desk at 785-3200.
Hardware repair
Description || Eligibility || How to get the service ||Warranty information || Cost
Description
The ITS Computer Hardware Repair at 181 Whitney Avenue has closed effective March 1, 1999. ITS-Med is committed to providing an alternative hardware repair service for its community of personal computer users.
After meeting with the management of Advanced Office Systems (Advanced), ITS-Med is satisfied Advanced can meet our hardware repair needs, and will work well with ITS-Med’s existing services. Advanced will provide on-campus technicians and on-site hardware repair to include Apple, IBM, DEC and HP computers and printers, both under warranty (including Apple Care)and out of warranty.
Eligibility
This hardware repair service is only for on-site repair with University charging. To request this hardware repair service, call Advanced at 481-5349.
Advanced will respond to all requests with a site visit within 24
hours.
Hardware repair service costs Out of warranty charges will be 90/hour for labor plus the cost of parts and will be billed to University charging instructions through an existing open PO with Advanced (UNP 1009639).
Last modified: August 4, 2000. (JM)
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