2004-02-10 – M. Peshkin
Here is the plan going into place for providing IT support for
ME faculty and staff. (Support for students, research labs, and
educational clusters will follow later.)
Executive summary:
• Rick Marzec will be first point of contact for certain
needs, while McCormick IT will be first point of contact for other
needs. If Rick is unreachable or busy, McCormick IT will substitute.
Details below.
• McCormick IT will take over all of our servers, with
no diminution in the level of service we have come to expect.
For instance you can have as much file server and web server space
as you want (although in the case of very large server quotas
or other special needs, you may be asked to pay for hardware upgrades.)
You can get permissions changed quickly etc. The principle is
that it is much more efficient to manage servers centrally than
to do it ourselves.
• There will be a $30 hourly fee for IT support, both for
Rick and McCormick IT. You can specify a CUFS number once and
for all. If a CUFS number is not specified once and for all, a
CUFS number must be provided before assistance is given. For small
requests it isn't worth keeping track of fees, and we won't, but
you (and your students) still have to provide a CUFS number. The
principle is that an unmetered resource is overused, and we can't
do that anymore.
• We will not be able to install software for you, unless
you can show ownership or it is site licensed to NU. Please don’t
blame this on the new IT support situation. This is happening
all over NU; it is because of impending software audits. We will
have to put into place some systematic ways of keeping track of
rights and compliance. We will probably all have to deal with
more paperwork in the future, and you may have to (re)buy software
that you can't prove ownership of. (Suggestion: starting now,
keep a file of all software purchases.)
• You can reach Rick at r-marzec@northwestern.edu
(phone 1-3036) and McCormick IT support at action@mccormick.northwestern.edu
(phone 7-3713). In all communications, please tell us your name,
phone or email, room number, a concise description of the problem,
and a CUFS number.
Details - who to call for what:
Network services
• Account changes and read/write permissions, creation
of special users or "groups" allowing certain users to share access:
Rick
• Permissions & access to web pages and directories,
putting passwords on certain web pages: Rick
• Connecting to webserver, fileserver, mounting drives,
ftp access, NFS, etc: Rick
• Lost passwords: McCormick IT
• Maintenance of servers and special requests : McCormick
IT.
• Mail server issues: McCormick IT
• Minor updates to faculty web pages on the department
site: Rick
• Big web or database projects: McCormick
IT (The web application programming group charges $20 per
hour to help design and program websites in the school.)
Hardware
• Installing new hardware in your computer:
Rick
• Configuration and purchase and of new computers (it is
highly recommended that you use this help) –
Rick
• Printer and other network hardware issues – Rick
Software
• Software installation: Rick
• New computer installation of software, networking, etc:
Rick
• Help setting up computer things, like databases: McCormick
IT
• Mail configuration on your own computer (Eudora, Outlook):
Rick
Recovery
• Port turned off - Rick
• Recover a file from backups - McCormick
IT
• Virus and security issues, including emergencies, port
shut off etc: Rick
Other
• Maintenance of educational clusters: Rick
• Help with Windows & Mac PCs in your office, lab PCs,
etc, hardware, crashes: Rick
• Help with Unix/Linux machines: McCormick
IT
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