Support Guidelines

Full Support:

  • UH-owned desktops and laptops (identified by a UH inventory decal) are set up with a standard software suite (see list below). We will fully support these desktops and laptops. In addition, we will make every effort to recover data files when necessary
  • Problems in the “Full support” category will receive top priority on a first come, first served basis unless the problem is related to the installation of unauthorized software or hardware.
  • Faculty members are asked not to install additional software or hardware on the UH-owned desktop or laptop computers assigned to them. If you need to install unsupported software or hardware, please contact the UH West O‘ahu IT staff.

Best Effort:

  • Issues falling in the “Best Effort” category will be considered lower priority than “Full Support.”
  • “Best Effort” support will be provided for UH ITS licensed software on non-UH-owned computers. “Best Effort” is defined as no more than an hour of work. In cases where our staff is unfamiliar with the software or a specific issue, the faculty member may be referred to the UH ITS Help Desk. 

No Support:

  • If a faculty member experiences hardware failure, a crashed operating system, or complex software problems on a home computer, the faculty member will be asked to seek support elsewhere at their own expense (e.g., take the computer to CompUSA or Supergeeks). Problems with home network connections should be taken up with the appropriate Internet Service Provider (e.g., Oceanic RoadRunner, HawaiianTelcom DSL, etc.).

Installed Standard Supported Software Suite for UH Owned PCs:

Operating Systems:

  • Windows XP, Windows Vista, Mac OS
  • Windows Software:
    • Adobe Acrobat Reader, McAfee VirusScan, Microsoft Internet Explorer, Microsoft Office Suite, Microsoft Outlook, Microsoft Outlook Express, SSH, WS_FTP, SpySweeper, Respondus, Impatica, RealPlayer
  • Macintosh Software:
    • Fugu, Microsoft Office Professional, Virex 7
  • Software Installed Upon Request with Limited Support for UH Owned PCs:
    • SPSS, WordPerfect, Firefox browser, Picasa 2

Software for Faculty Home PCs:

  • Under the UH site licenses, McAfee antivirus software, Respondus and Impatica WebCT software, and one copy of the Microsoft Office suite may be installed on a faculty member’s home computer. All other commercial software would have to be purchased by the faculty member.

Faculty Agreement Forms: