Beginning with the Academic Year 2015-2016, the faculty computer replacement program (commonly referred to as FaCT) has been restructured. As detailed in the Interim Provost’s communication to unit heads on December 8th 2015, Unit IT support personnel, in consultation with Unit Heads/Chairs, are responsible for initiating, administering, and providing oversight over this program at the unit level, and are expected to provide hardware support during the time the computer is covered by warranty. At the unit’s discretion, ACCC can be engaged to provide complimentary warranty-covered hardware support for approved models of Lenovo and Dell computers. Additionally, ACCC will continue to provide hardware support for the computers distributed during the 2014-2015 computer replacement program, for the remainder of the warranty period on those machines.
What are the approved models of Lenovo and Dell computers?:
ACCC is able to provide complimentary warranty-covered hardware support services for:
- Lenovo ThinkPad and ThinkCenter models
- Dell OptiPlex, Precision, XPS, and Latitude models
What does this mean for units?:
- Units are responsible for identifying faculty members who need to receive a new computer. The ACCC can be engaged via email to firstname.lastname@example.org if there is a question about the age of an existing computer.
- At their discretion, the head of a unit's IT support team may contact ACCC at email@example.com to request that ACCC provide complimentary hardware support for the approved-model machines purchased by their unit for this computer replacement program. Once this initial request is received and confirmed, any of the unit's IT support personnel may submit a request for support of an individual machine that is experiencing a hardware malfunction. It is expected that the unit's IT support personnel will perform initial troubleshooting to confirm that a problem is hardware related, before engaging the ACCC. If a unit's IT support personnel are unable to complete initial troubleshooting, ACCC can be engaged to complete the troubleshooting, under the standard On-Site Support billable service. In this case, ACCC may need to be provided administrator-level access to the machine. ACCC is not responsible for user data - the unit must ensure that user data is backed up utilizing a campus-approved backup solution. The unit is responsible for providing the faculty member a temporary loaner machine while the primary machine is being serviced.
- Software and peripheral support remains the responsibility of the unit's IT support team. ACCC can be engaged to provide assistance in this area, as part of the standard On-Site Support billable service. In this case, ACCC may need to be provided administrator-level access to the machine.
- Unit IT Security Officers (UISOs) are responsible for ensuring that machines are in compliance with the UIC IT Security Program.
- For units that do not have IT support staff, the ACCC can, upon request via the FaCT Support Request Form, provide a complimentary initial setup visit with a faculty member, installing the software noted below and transferring data from an existing computer. Further ACCC support can be requested via the same FaCT support request form, but would be subject to our standard service call fees (found at On-Site Support billable service). If a problem is found to be caused by a warranty-covered hardware problem, there will be no charge for the service.
- Microsoft Office 2016
- Firefox Extended Support Release
- Adobe Acrobat Pro
- Viscosity VPN
- VLC Media Player
- Adobe Flash Player
- Symantec Endpoint Protection
What does this mean for faculty?:
For any information on obtaining a new computer, faculty should contact the IT support personnel within their own unit, or their department head. To obtain support for an existing computer, faculty should contact their unit's IT support personnel, who will provide initial support and escalate hardware problems to ACCC if the unit has arranged for that support.