Service Levels for Computers

In our continuing effort to provide excellent service for CLAS computer users, we have developed an enhanced service-based support structure. CLAS Technology Services offers several service levels to provide varying degrees of security, support, and flexibility: Standard, Standard Plus, Minimal, Macintosh and Linux.

The Standard, Standard Plus and Minimal service levels are based on Microsoft's System Center Configuration Manager (SCCM), while the Macintosh service level is based on JAMF's Casper Suite, both of which allow CLAS Technology Services to distribute software and manage computers remotely. The Linux service is based on Fedora and allows HawkID authentication and popular Linux software titles.

Through these different service level suites, CLAS Technology Services can ensure a computer has all of the necessary security updates and patches as well as updating/installing various applications (depending on your service level).

If you choose the Standard service level:

  • Microsoft Windows operating system is installed and configured
  • Core applications will be automatically installed and maintained for you
  • Microsoft Updates are typically installed one day after they have been released
    • Updates may forcefully install (and a forced restart may be performed if required by an update) between 3:00 a.m. - 5:00 a.m. any day of the week (updates from Microsoft are not always released on the same day of the month)
    • If your computer is powered off, the process first attempts to wake it up
    • The update process is completed before the start of normal business hours the next morning
      • Click here for further details
  • Automatic printer and network drive connections
  • Ability to save data to the local hard drive
  • Administrator level rights may be possible

If you choose the Standard Plus service level:

  • You get the benefits of our Standard service, plus other security enhancements
  • Software installed for you by trained IT support staff
  • Restricted ability to save data to the local hard drive
  • Keep out unwanted intruders by not being granted administrator level rights
  • Higher level of security against malware and other threats
  • Optimal protection for your data
  • Desktop automatically redirected to your H:\drive (where it is backed up)
  • Minimal downtime and greatest convenience for you

If you choose the Minimal service level:

  • You get the minimal benefits of our Standard service
  • Microsoft updates and other software are installed on the 3rd Thursday of the month
    • You may manually install them at any time after they are made available using Software Center
    • Updates may forcefully install (and a forced restart may be performed if required by an update) between 3:00 a.m. - 5:00 a.m. on the 3rd Thursday of the month
      • Click here for further details
  • Outside intrusion possible due to outdated software
  • Low level protection for your data
  • Ability to save data to the local hard drive
  • Administrator level rights may be possible

If you choose the Macintosh service:

  • Apple Macintosh operating system and updates will be installed for you
  • Core applications and updates will be automatically installed for you

Macintosh features:

  • Configured for use with the HawkID login system
  • Minimal backup protection for your data
  • Allows administrative rights for user upon request
  • Local hard drive access is possible

If you choose the Linux service:

  • There is a choice of a managed Fedora (suitable for desktops) with various service levels defined here
  • Remote/Casual Linux access (via your Windows or Mac OS) is also possible. Sign up for a Linux account and then use the No Machine software for a full GUI Linux environment. Details here
  • Desktop Linux applications are listed here
  • Other Linux services can be found here

 

How to Choose a Service Level

If you are considering one of the CLAS service levels, please contact your CLAS Technology Services Consultant and they can answer any questions you may have.

  Standard Plus Standard Minimal Macintosh
You want your computer joined to the IOWA domain, allowing HawkID logins X X X X
You want your Documents folder automatically redirected to your network H:\ drive X X X  
You want CLAS core applications automatically updated X X X X
You want other applications automatically updated if possible if possible if possible if possible
You'd like the majority of your data automatically stored on the network to help ensure its safety X      
You want to be able to install software yourself   X X X
You want your computer automatically shut down or restarted every night (shutdown is the default) X X   by request
You want to be able to log in to your computer if the campus network ever goes down   X X X
You'd like to save to the local hard disk drive   X X X
You'd like to be granted local administrative rights on your computer   X X X

Sample Scenario 1: A critical security update for your operating system is released that fixes major security flaws.
If your computer is covered by CLAS Standard/Standard Plus/Minimal/Macintosh service: CLAS Technology Services may deploy the critical security update to automatically install on your computer (according to the release schedule outlined in the services above) without requiring any user interaction.

All other CLAS machines: You are responsible for updating your operating system. To do this, you need to interrupt your work to install the system update. Some users may not be aware of the severity of the update and the importance of having the critical update applied promptly. Although an automatic Macintosh or Windows operating system update service may detect, download, and install the update behind the scenes, this may not happen fast enough and could leave your machine open to malicious intrusion. It’s possible your entire computer may need to be reinstalled—and you may lose important data!

Sample Scenario 2: A new version of Adobe Flash Player is released that fixes a security related issue and/or contains new useful codecs.
If your computer is covered by CLAS Standard/Standard Plus/Minimal/Macintosh service: CLAS Technology Services will create a simple application deployment package for the new version of Adobe Flash Player and assign it to automatically install on your computer during off-hours for your convenience.

All other CLAS machines: You are responsible for updating Adobe Flash Player. This is not an attractive option because it may be time consuming and without this update, your machine could possibly be open to malicious intrusion.

 

CLAS Core Applications

The following applications will be installed on all Standard, Standard Plus, Minimal and Macintosh service level machines. They will also be automatically updated and/or maintained by the CLAS Technology Services support staff.

Microsoft Windows  Apple Macintosh
Adobe Flash Player Adobe Flash Player
Adobe Reader Adobe Reader
Adobe Shockwave Adobe Shockwave
Apple iTunes Apple iTunes
Citrix Receiver Cisco Any Connect VPN Client
Anixis PPE Client Apple iLife
Microsoft Office Apple iWork (for new computers only)
Microsoft Skype SmithMicro StuffIt Expander
Mozilla Firefox Microsoft Office
Sun Java RE Mozilla Firefox
Microsoft System Center Endpoint Protection Oracle Java RE
Cisco AnyConnect VPN Client Telestream Flip4Mac
Google Chrome Enterprise Microsoft System Center Endpoint Protection
Adobe Remote Update Manager  
Identity Finder