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Services Provided By Computer Services (Micro)
Microcomputers - We try to provide assistance in all areas of microcomputers; the following is a limited list of the services we may provide: (Note: Computer Services does not provide computer support to privately owned student computers or equipment.)
Troubleshooting - If you are having trouble with your computer we will call or come by your location and try to assist you in determining the problem with your computer. If we find something wrong with the computer we will try to fix it but if we are unable to fix it and we can determine the problem (such as a bad part) we will advise you on what you need to buy to fix the computer.
Replacing Parts - It is the owner’s responsibility to order, pay for and receive the replacement part. Once the new part is on site, we will assist you in replacing the defective part and reconfiguring as required.
Upgrades - If you decided that you may want to upgrade your computer we will assist you in making a decision to get the best upgrade for the amount of money you have to spend. Once the appropriate parts have been ordered and arrive, we will assist you in upgrading the computer and reconfiguring as necessary.
New Computers - If you decide that you need a new computer coordination should be made with Computer Services to assist you in making the decision to get the best computer that suits your needs and budget and that complies with the minimum set standards for PCs ( PC Minimum Standards). Once the new computer has arrived we will assist you in setting up the new computer and moving data from your old computer to the new one as appropriate. Computers must also meet the policies and requirements set forth in the Network Access portion of this document. The procedures set forth in Bringing a Computer System Online at TECH must be followed.
Note - All of these services (labor on our part) are provided at no cost to the user and are available as limited by our other duties and time constraints.
Printers and Other Output Devices - We try to provide diagnostic services for printers and other devices such as modems, scanners, plotters, etc..
Troubleshooting - If you are having trouble with your printer or other output device we will call or come by your location and try to assist you in determining the problem with the device. If we find something wrong with the device we will try to fix it but if we are unable to fix it and we can determine the problem (such as a bad part) we will advise you on who you need to send the device to for repair or what you need to buy to fix the device.
Replacing Parts - It is the owner’s responsibility to order, pay for and receive the replacement part or repair service. Once the new or repaired part is on site, we will assist you in replacing the defective part or reconfiguring the device for use as required. We do not pickup or deliver devices for repair or replacement.
Upgrades - If you decided that you may want to upgrade your printer or other device we will assist you in making a decision to get the best upgrade for the amount of money you have to spend. Once the appropriate parts have been ordered and arrive we will assist you in upgrading and reconfiguring as necessary.
New Printers or Other Devices - If you decide that you need a new printer or other device coordination with Computer Services should be made to assist you in making the decision to get the best printer or device that suits your needs and budget and that Network requirements are meet for your particular need. Once the new one has arrived we will assist you in setting up the new device and reconfiguring it as appropriate. Network printers must meet the policies and requirements as set forth in the Network Access portion of this document.
Note - All of these services (labor on our part) are provided at no cost to the user and are available as limited by our other duties and time constraints
Software - The Computer Services department carries site licenses for most of the software used on campus, but by no means is everything being used on campus under a site license. The following are some of the services we provide concerning software:
New Purchase / Installation - We will install any site license software that we control where there is a need shown for the software, but please remember that these are under a site license and rules and quantities apply. We assist in the installation of new software bought by individual users or departments to support their job functions, after a reasonable effort has been made by the user. You are the expert on software you buy or decide to use. We do not have the time to learn all the different software packages available to you as a user. Major software purchases should be coordinated with Computer Services, especially when they are Network versions. Many times purchases can be combined to maximize savings on licenses and to prevent the purchase of incompatible versions or non compliant network or systems issues.
Upgrades - We are responsible for the upgrades of site license software under our control. It is not always necessary to upgrade to a newer version if what you are using suits your needs, but sometimes it will be necessary to force this upgrade due to installation constraints of new software (old and new versions coexisting). We will assist in upgrading software owned by the user or department after a reasonable attempt has been made by them to complete the upgrade. Remember, you are the expert on your software.
Operating Systems - Currently we support the following operating systems on micro computers:
Windows XP
Windows 95
Windows 98
Windows NT 4.0 (Workstation and Server)
Windows 2000 (Workstation and Server)
Linux (Server Installations Only)
Windows 3.1, 3.11, WFW 3.11 (No Longer after DEC 1999)
DOS versions 6.0 - 6.22 (No Longer after DEC 1999)
It is not advisable to change operating systems without first contacting computer services and let us help you determine what system may be best for your needs. A change in your system may stop your connections to the network, mainframe, printers, etc.. It is no small task to reconfigure your computer to work as it is supposed to with all of your connections.
Training - Computer Services provides training only on programs and equipment it is directly responsible for, such as terminal emulation programs (QWS3270,PCPLUS, Telnet, Mail and FTP), programs to support mainframe information distribution ( VSE) and other programs that we distribute for our support purposes. Training on common applications such as the WWW browsers (Netscape and IE), Windows OSes, DOS, WordPerfect, MS Word, Quattro Pro, MS Excel, MS Access, MS Works and Lotus need to be scheduled through staff and faculty development.
Note - All of these services (labor on our part) are provided at no cost to the user and are available as limited by our other duties and time constraints
Servers and Network Equipment
Servers - We try to provide assistance in all areas of servers and network equipment; the following is a limited list of the services we may be able to provide: (Note: Computer Services does not provide computer support to privately owned student computers or equipment.)
Troubleshooting - If you are having trouble with your server/equipment we will call or come by your location and try to assist you in determining the problem with your computer. If we find something wrong with the computer we will try to fix it but if we are unable to fix it and we can determine the problem (such as a bad part) we will advise you on what you need to buy to fix the computer.
Replacing Parts - It is the owner’s responsibility to order, pay for and receive the replacement part. Once the new part is on site, we will assist you in replacing the defective part and reconfiguring as required.
Upgrades - If you decided that you may want to upgrade your server we will assist you in making a decision to get the best upgrade for the amount of money you have to spend. Once the appropriate parts have been ordered and arrive, we will assist you in upgrading the computer and reconfiguring as necessary.
New Servers - If you decide that you need a new server coordination must be made with Computer Services to assist you in making the decision to get the best server that suits your needs and budget and that complies with the minimum set standards for Servers ( Server Minimum Standards). The server also must meet the policies and requirements set forth in the Network Access portions of this document. Servers should not be duplicated (same services) within the network unless approved by Computer Services. The procedures set forth in Bringing a Computer System Online at TECH must be followed.
Note - All of these services (labor on our part) are provided at no cost to the user and are available as limited by our other duties and time constraints.
Warranties and Return Authorizations:
All new systems, printers and devices that are bought by this university are covered initially by at least a one year warranty. It is the responsibility of the user or department to keep up with the warranties on their systems, printers or devices. At a minimum you need to keep a copy of the original invoice and possibly a copy of the shipping invoice that shows the PO number and the vendors invoice number.
If a part fails (we will help make that determination) and it is still under warranty, then a return authorization is required from the vendor (unless it is covered as on site maintenance). To obtain this RMA number you must contact purchasing and get the vendor’s phone number and then place a call to the vendor with the following information:
Vendor Invoice Number
Our PO Number
System Model and Serial Number
Description of Part and its Problem
Once a RMA number has been issued, you will have to ship the part or system back to the vendor for replacement (usually before they will send you a new one). After the part has returned we will assist in putting the part or system back in and reconfiguring as required.
Computer Services will offer assistance with any of these steps and will speak with technical warranty representatives if necessary.
Requesting Maintenance:
Computer Services Help and Information Desk - At 968-0646 you can reach a someone that will assist you with your computer related requests . This person can take your problem report, assist you with basic information such as changing your mainframe password, network id information, lab problem reporting and other general information. Tech.Support@atu.edu is where email based requests should be sent.
Web Based Trouble Report - On the TECH Website you will find a link to Technology which takes you to the computer services web page and on this page you will find a link to the trouble report form that allows you to report problems to computer services via Web Form Submission. This request is automatically forwarded to computer services and is put in the job queue as necessary. Please fill out all information and try to be specific about the problem.
Mainframe Based Trouble Report - (No Longer Available)
Direct Email - Due to the increased need for recording of job and task information, it is requested that you always contact the Help Desk and do not try to contact the technical staff directly. Leave a time frame that you can be reached with the Help Desk and a technician will get back with you as soon as possible.
Computer Services (Micro) Answering Machine - ***DISABLED***
Note - When you see us in your area, please remember that we are probably already on a call from the job list and that it has priority over other calls. If you want to report a problem that you are having, feel free to mention the problem while we are there. You still need to submit the request using the above procedures, this gives us a written copy of your request and it will be added to the job list as necessary.
Response Times and the Job List:
Response Time - It is our intention to respond to calls as quickly as possible after receiving the call through the appropriate procedures.
Emergencies - This is our biggest problem since we deal with everyone on campus, and we understand that everyone’s problem can be an emergency. Please do not submit your request as an emergency unless it really, truly is an emergency. Emergencies take priority over the list which may supersede jobs that have been scheduled. We will try to respond to these calls within 1 to 4 hours during normal business hours. Again be prudent; it may be you getting bumped next time.
Urgent - Almost every call fits this category. We will respond within the same day.
Really Needed - High use category. We will respond as soon as we can, given the number of previous calls.
Routine - You just need it done. We will get to it as time allows.
Job List - Each day we add all the Email and phone messages to our job list. We prioritize the list as per above and based on time required to accomplish, and we try to schedule the jobs accordingly. You are not dropped from the list! The list adjusts everyday and we will get to each job.
Note - Large jobs such as department computer replacement, Lab rework or installation, etc.., need to be scheduled during school down time, such as Spring Break, just before Christmas, and Summer.
Software Information
The following is a list of site license software we have available at TECH:
Note: Currently only Norton Antivirus and QWS3270 are on Campus Wide Site License
Word Processing
MS Word 2000/XP (Campus License)
WordPerfect 8.0/9.0 (Limited Departmental)
Databases
Access 2000/XP (Campus License)
Spreadsheets
Excel 2000/XP (Campus License)
Quattro Pro 8/9 (Limited Deparmental)
TCPIP Software
QWS3270+ Telnet Windows - (Campus License)
Simple Telnet Windows -Freeware
Simple Ftp Windows -Freeware
FTP32 Windows -Freeware
VT100 Telnet Windows -Freeware
Eudora PCMail -Freeware
Outlook 2000/XP (Campus License)
Netscape 3.02 - 6.2
Internet Explorer 3.02 - 7
IMail Internet Mail System v 7.11
Other Software
Adobe Acrobat 5.0 (Library)
Adobe Acrobat Reader 5.0 (Freeware)
Adobe After Effects 4.0 (Library Mac Only)
Adobe Illustrator 8.0 (Library)
Adobe Page Mill 4.0 (Library)
Adobe Photo Shop 5.0 (Library)
AutoCad R 14 (Library/Engineering Limitied)
Final Cut Pro (Library Mac Only)
Macromedia Director 5.0 (Library)
QuarkPress 4.0 (Library)
Turbo Assembler Windows/DOS/WIN95/NT
Turbo C++ Windows/DOS
Borland C++ Windows/DOS/WIN95/NT
Norton Corporate Edition Win 95/98/NT/2000/MAC Virus Protection Programs
Visual Basic 6.0 Windows (Campus License)
Visual Studio Windows (Campus License)
Software not on site license
The following is a list of software that is available through various labs on campus but is not on a general site license.
Pspice (Engineering)
MatLAB (Engineering)
TutSim (Engineering)
TutCad (Engineering)
Maple V (Math)
Derive (Math)
Converge 3.0 (MATH)
Cabri (MATH)
GEO Sketch (MATH)
IDRISI (GIS)
MathLab (MATH)
MiniTab (MATH)
Lotus for Windows V4.0/V5.0
Lotus 2.2 DOS
Professional Write 2.2 DOS
Corel Draw 3.0 Windows
Autosketch DOS
LOGO Windows
PageMaker 6.0 Windows
Various Mac Programs in Mac Labs
Network Access Information
Applying for Network Access
To get connected to the TECH Network you will need some information about your PC and know some procedures to follow in setting up your PC so that it meets the necessary requirements that have been set forth.
PC / Workstations
1. Follow the procedures set forth in this section.
2. Coordinate with computer services and have the following information:
a. A Point of Contact (POC) for the system.
b. Have a 10/100 Network Card (If a faculty/staff member this will be provided
if not already in the PC)
b. Have the Mac Address (Network Card Address) ( Determining NIC Address)
c. Comply with the Naming conventions set forth in this section
3. Use the PC within the establish computer use policy and network use and access policies.
4. Maintain the appropriate documentation and passwords for necessary access by Computer Services
5. Fill out the Computer Network Adapter (NIC) Report Form
See Bringing a Computer System Online at TECH
.
Servers / Network Equipment
1. As stated above.
2. Existing services/servers may disqualify some equipment from being put onto the network.
3. Servers must have their passwords recorded and stored with the servers controlling agency (Department,
Agency or Computer Services). Documentation and drivers for the servers must be kept accessible in order to insure proper maintenance that may be required during a administrators absence.
See Bringing a Computer System Online at TECH
Labs
1. As stated above in PC/Server.
2. Project coordination with Computer Services must be made well in advance of lab installation. Labs are special circumstances and each is individually regulated based on its required use and setup. Labs will not be installed or connected to the Tech Network until all coordination and approvals have been completed.
Student systems in Dorms/Apartments
1. As stated above in PC / Workstation.
2. Coordination must be made through the Tech Housing Department prior to being forwarded to Computer Services. Computer Services will not deal directly with the student until a schedule has been established with Housing on behalf of the student.
3. Computer Services only acts as the cable connection provider and is not responsible for the correct configuration or workings of the students PC.
Naming Conventions For Equipment
1. Personal Computers
A. Computer Names -
Computer names will be assigned as follows: Building Abbreviation List
BldgRoom-name/purpose/num# ex.. RPL334-04 or COR240-Pharos or
RPL304-Wester
B. IP Name (Static IP Only) Same as Computer Name
C. Workgroups - The computer should be assigned to the departmental standard name. If one does not exist then the workgroup should be assigned based typical departmental name where the computer is located. (Business, Cservices, Accounting, Education etc..) All PCs should be members of the TECH Domain if possible.
2. Servers
A. Computer Name -
Computer names will be assigned as follows: Building Abbreviation List
BldgRoom-Server Desc ex.. RPL116-FTP or CRA111-Brdcast
B. IP Name (Static IP Only) Same as Computer Name.
Apple Names should be the same as above.
C. Servers should be a member of the TECH Domain if windows based.
3. Printers
A. Printer Name -
Printer names will be assigned as follows: Building Abbreviation List
BldgRoom-Printer Desc ex.. RPL 337-HP4050 or COR240-Xerox
This should be used for both Apple and IP names.
4. Login Names
Login names are setup on the TECH Domain as first.lastname with the exception of names that conflict or are to long this is what should be used in assigning login names. If this standard cannot be used then the name should reflect the purpose of the login name ex.. TempGuest1.
5. IP Addresses and Network Access will not be granted unless these naming conventions are followed. Violations of these conventions could result in the equipment being removed from the network or the IP address being revoked.
IP Addressing General Information
We have two types of addressing schemes:
Intranet - Internal IP addressing with the TECH Network that does not require routing. Internet access is obtained through proxy and firewall settings.
Internet - Internet IP addressing that is routed within the TECH Network and goes out over the internet.
Addressing schemes will be designated by Computer Services and are subject to change as the network requirements or security issues dictate.
Student systems in Dorms/Apartments will only be assigned addressing through the TECH Student Access Proxy Server.
An IP address may not be applied to any system on the TECH Network without being issued by Computer Services. This includes internal (Non-Routing) IPs on segmented (standalone) networks.
Static IP Addressing
TECH has its own sets of Internet IP Addresses. These addresses are issued through computer services to support internal and internet communication.
1. The following types of equipment on the TECH Network may request a static ip address.
A. Application, Organizational, Departmental and School Servers
B. Print Servers
C. Web Servers
D. Approved Ftp/Telnet/Mail (Communication) Servers
E. Certain user machines that can demonstrate a requirement for a static ip.
2. Requesting a IP Address for your PC/Equipment
A. Coordinate with Computer Services
B. Provide your MAC Address (NIC Card)
C. Provide a POC
D. Comply with the computer use policy, network access policy and the naming
conventions that have been established.
E. Maintain the appropriate documentation and password lists so the equipment can be serviced as needed.
3. Issuance of a Static IP Address does not constitute ownership of the address permanently. The IP is issued through computer services and they maintain all rights and authorities to the IP address. The IP address must be removed from the equipment upon request from computer services or upon termination of the equipment or a change in its original purpose.
DHCP IP Addressing
DHCP assigns IP addresses automatically to equipment making requests over the network. This allows a easy application and movement of equipment around the network. TECH maintains a DHCP server that distributes these addresses and other information used by the equipment to access the network effectively.
No IP addresses will be issued from DHCP without the equipments MAC address being provided to Computer Services. The equipment must meet the guidelines set forth in these policies and be directly related to TECH Academic or Administrative functions.
A. Requesting a DHCP IP Address
1. Coordinate with Computer Services
2. Provide your MAC Address
3. Provide the POC and Location of Equipment
4. Comply with the computer use policy, network access policy and the naming
conventions that have been established.
B. Based on the Intranet/Internet requirements you will be assigned a reserved IP address from the DHCP server.
DHCP Servers
DHCP servers/services are controlled by Computer Services. No other department or agency within the TECH Network is authorized to establish or run a DHCP server. These services must be tightly regulated for the network to function properly and effectively. Training on DHCP servers can be done, but the training must be coordinated with Computer Services and the system must be segmented from the rest of the TECH Network.
.
DNS Name Services.
DNS (Domain Name Services) is the method of providing a name for a assigned Static IP Address with a Internet Domain. (10.0.0.2 resolves to www.atu.edu) This method simplifies search for certain addresses and gives a common English naming structure to internet addresses. Also associated with these the www.atu.edu address is a Reverse Name Lookup file for verifying address names to other users.
A. DNS names will be issued to equipment IP numbers that have been determined through coordination with Computer Services to need/require a DNS name to be effective.
B. Procedures for requesting a DNS Name.
1. Coordinate with Computer Services.
2. Submit a request with the following information:
a. Equipment Type and POC location
b. Equipment IP Address currently assigned
c. Statement of need/requirement for DNS/Reverse Lookup
d. Three DNS naming suggestions
e. Request should be indorsed by Dept and School or VP of area accordingly
3. Comply with the equipment naming conventions.
4. Multiple names for the same IP address are not recommend but can be submitted.
(ftp.atu.edu, www.atu.edu, tech.atu.edu)
DNS Servers
DNS servers/services are controlled by Computer Services. No other department or agency within the TECH Network is authorized to establish or run a DNS server. These services must be tightly regulated for the network to function properly and effectively. Training on DNS servers can be done, but the training must be coordinated with Computer Services and the system must be segmented from the rest of the TECH Network.
Reverse Name Lookups
Reverse name lookups allow other side providers such as governments sites to verify that your computer is who it is reporting it self as to their site. This is only required if you are actively accessing a site that does reverse name lookups and will not allow the download of information from their site without this feature.
Equipment/Systems with assigned static ip addresses are automatically provided with reverse name lookup entries.
DNS Name entries are not required to have a reverse name lookup entry.
A. Procedures for requesting a entry in the Reverse Lookup File.
1. Coordinate with Computer Services.
2. Submit a request with the following information:
a. Equipment Type and POC location
b. Equipment IP Address currently assigned
c. Statement of need/requirement for Reverse Lookup
d. Request should be indorsed by Dept and School or VP of area accordingly
3. Comply with the equipment naming conventions.
B. Issuance of a Reverse Name Lookup Entry does not constitute ownership permanently. The entry is issued through computer services and they maintain all rights and authorities to the naming services. The entry must be removed from the file upon request from computer services or upon termination of the equipment or a change in its original purpose.
NT Domain / Active Directory Controllers
TECH has established a campus wide Windows 2000 NT Master Domain (TECH) / Active Directory (ArkansasTech.Net). This domain is providing a master list of users and has become the central point of mail and computer logins. As machines are brought into the TECH Network it is expected that these systems would join the TECH Domain. This is where the majority of the campus supported software, mail, printing and data access points are located. The Pendergraft Library, Corley Labs, Engineering Labs and Crabaugh Labs are already members of the TECH Domain. Access to these systems requires the user system to join the domain.
It is expected that new and existing servers will join the domain as either trusted or member servers. Doing this will provide the TECH Network users access to the servers without having additional logins. Departmental domains may be established but if they do not join or become trusted domains they will not have access to TECH Domain resources and users will not have transparent access to these systems.
Domain (PDC or BDC) or Stand Alone Servers must have their passwords recorded and stored with the servers controlling agency (Department, Agency or Computer Services). Documentation and drivers for the servers must be kept accessible in order to insure proper maintenance that may be required during a administrators absence. System logs including but not limited to event log, web log, ftp log and any service log must be backed up and maintained for a 6 month time period and then must be archived to tape or cd for an additional 6 month period.
Coordination with Computer Services must be made when establishing Domains within the TECH Network. Domains must follow the established naming conventions and services established within these domains must meet the policies and procedures set forth in this document.
Linux Server/Workstations
Linux servers and their associate services are widely becoming a part of the TECH network. It is essential that these servers and any variation of them be maintained in accordance with all the polices already set forth in this document and that the following additional measures be followed.
1. All attempts must be made to keep up with and install any associated security patches to these systems.
2. System logs including but not limited to event log, web log, ftp log and any service log must be backed up and maintained for a 6 month time period and then must be archived to tape or cd for an additional 6 month period.
3. Services such as mail, DHCP, Naming, FTP and Web Hosting must follow the guidelines set forth in the appropriate sections of this document.
4. These systems are considered servers even if they are being used as workstations and must be treated as such. All documentation and security guidelines must be followed.
5. New Servers - If you decide that you need a new server coordination must be made with Computer Services to assist you in making the decision to get the best server that suits your needs and budget and that complies with the minimum set standards for PCs ( Server Minimum Standards). The server also must meet the policies and requirements set forth in the Network Access portions of this document. Servers should not be duplicated (same services) within the network unless approved by Computer Services. The procedures set forth in Bringing a Computer System Online at TECH must be followed.
TECH Network Protocols and Transports
Systems and equipment connecting to the TECH Network must follow the procedures and guidelines set forth in this area concerning networking protocols used on the network to transport and receive information over the network.
Systems should be configured as follows:
TCP/IP (Internet Access and other services) should be installed and should be set for DHCP if not assigned a static ip address.
TCPIP needs to be completely configured for systems with assigned static ip.
valid ip address as provided by Computer Services
valid broadcast address as provided by Computer Services
all DNS addresses as provided by Computer Services
default gateway as provided by Computer Services
ip host name (same as computer name)
ip domain atu.edu (Windows 2000 machines are arkansastech.net)
WINS address as provided by Computer Services
NetBEUI (Access to computer shares)
NWLink IPX/SPX and NWLink NetBios should only be installed if you require a link to a Netware Server or another server that is only available by IPX/SPX. If this protocol is installed it should to set to a manual frame type of ETHERNET_II. (Servers and Workstations)
Other special protocols may be required for special tools or programs.
Network Bandwidth Issues
The TECH Network is based on a 100mb Ethernet Backbone with a restricted 45mb internet connection. All equipment connected to the TECH Network affects the efficiency of the overall network. Internet access, normal traffic, bad network devices, streaming servers, internet downloads, mail transport, file servers, news servers, list servers, discussion lists, etc... all have an impact. Therefore it is necessary for Computer Services to monitor the network on a regular basis to determine the type of traffic that is taking place and its affect on the overall TECH Network efficiency.
Computer Services reserves the right to limit or even halt systems or equipment that is adversely affecting the overall network or segments on the network. In some cases certain types of downloading, streaming or traffic may be designated as not allowed on the TECH Network, these determinations will be distributed via mail and or posted notices, and once the notices have been posted, warnings will be issued and if not heeded the transmitting equipment or systems may be removed from the network.
Apple Server and Machines
Services, Policies and Procedures listed in this document also apply to Apple/Mac Servers and Systems as applicable.
Web Services/Servers
Web servers must follow all the guidelines and procedures listed in this document and also need to adhere to the published web policies and directives as published by the Technology Committee.
No web servers are to be established without coordination with the TECH Web Master and Computer Services. These systems must following the prescribed naming conventions and server polices and procedures set forth in this document.
Mail Services
TECH's official mail system is IMAIL. This is a NT/2000 based mail system that is integrated into our TECH Domain and supports POP3/SMTP and Web Based Mail.
1. IMail supports the following clients for PC/Mac:
Outlook and Outlook Express
Eudora Mail
Netscape Mail
Internet Explorer Mail
Web Mail at http://mail.atu.edu
2. TECH IMail user names (eID) are set as follows:
firstname.lastname for faculty and staff
stuxxxx for students
3. Email is provided to Faculty/Staff and Students Only. Alumni have mail available through the TECH Alumni Organization and Patrons of the library are not provided with email accounts.
4. Procedures requesting a mail account:
A. Mail accounts are automatically assigned to all incoming students, faculty and staff.
B. If a mail account is required for web page responses, departmental mail or other special mail needs, special coordination with Computer Services must be made at the HelpDesk. Please provide the following when requesting a mail account.
* Mail Id requested - The Id needs to directly reflect the purpose of the account. (acadcontact, business.comments,etc)
* POC for the account
* Forward address for the account if required.
* The account needs to be approved by the appropriate department or agency.
5. Students are limited to 25mb of mail during any given term. All mail should be deleted from the account prior to departing for the semester if there is no plan of utilizing the mail in between terms. All mail boxes should be purged including the deleted and sent boxes.
6. Faculty and Staff also have a 25mb limit unless special circumstances exist.
7. All mail boxes will be reviewed via software for mail that is older than 60 days, if found this mail will be removed from the users mail boxes (all boxes including deleted, save, sent, and user created.) It will be the users responsibility to save addresses, attachments or other important information from a particular email prior to the 60 day expiration date. No notice may be given when the program is run to remove these files. A schedule will be setup and the removal will be run on certain dates which may be published on the Computer Services Notices Web Site.
8. Attempts are made to stop SPAM mail and Viruses from entering into the mail boxes. If you receive such mail it can be reported to the help desk at @atu.edu tech.support@atu.edu. Extensions such as .com, .bat, .exe and others are being denied at the server level to help prevent virus distribution into mail.
9. Mail accounts are typically left in place for 90 days after departure unless termination is requested.
Mail Servers
Mail servers/services are controlled by Computer Services. No other department or agency within the TECH Network is authorized to establish or run a mail server. These services must be closely regulated to insure the that Arkansas Tech's mail services are not used to transmit or receive unauthorized, bounced mail or contains unofficial mail addresses . Training on Mail Servers can be done, but the training must be coordinated with Computer Services and the system must be segmented from the rest of the TECH Network. In some circumstances it may be necessary for some mail services to be run in conjunction with a list server application or other coordinated service. In all cases these services must be coordinated through Computer Services and are regulated/monitored by Computer Services to insure the University is not participating in any mail services that could jeopardize its internet capabilities or rights.
Other Servers or Services
Ftp, Telnet, Terminal, List, News and any other servers/services are controlled by Computer Services. No other department or agency within the TECH Network is authorized to establish or run a these servers or services. These services must be tightly regulated for the network to function properly and effectively. Training on other types servers/services can be done, but the training must be coordinated with Computer Services and the system must be segmented from the rest of the TECH Network. In some circumstances it may be necessary for some of these services to be run in conjunction with existing approved server applications or other coordinated service. In all cases these services must be coordinated through Computer Services and are regulated/monitored by Computer Services to insure the University is not participating in any services that may jeopardize its internet capabilities or rights and does not adversely affect the bandwidth rules set forth in this document..
Violations and Abuse Notice
Violations are described as the use of any service, device, IP or server outside the parameters described in this document. Abuse is described as either a violation of the oblivious manipulation of the spirit or intent of any guideline, procedure or policy within this document or one not contained in this document but used as a reason for doing something within the scope of this document.
See the appropriate use of computers at TECH policy located at : Appropriate Use of Computer Resources for other information concern abuse.
Violations and/or misuse/abuse of IP Addressing, Mail, Storage Areas, Equipment Reporting, DHCP or DNS naming schemes may result in the removal of the violating equipment from the TECH Network and or the removal of a individuals access to the TECH Networks.
Network Storage Access
Use of University provided electronic storage.
User Storage Area:
1. Students and faculty will be provided with a user storage space in their home directory of the Domain Server "U:\Username ". The size of this space will be determined by the University based on the availability of space. This area should be considered a temporary storage location and is not intended for storage of critical files. (Currently this limited 25 MB for Students and 10 MB for Patrons of the Pendergraft Library)
2. This area is not to be used as a storage location for any copyrighted materials to include, but not limited to, MP3, Expanded Music Waves, Movie Files or any other files that may have a copyright.
3. This area is not to be used to store files that may be considered Hacker Files (Sniffers, Crackers, Password Breakers, Monitors, Etc.)
4. The storage area needs to be cleaned out at the end of each semester and summer (I/II).
5. Files located in this area may be monitored to assure compliance with this and other University Policies.
6. This storage is provided at the discretion of the University and may be altered or removed completely at any time without notice. The University is not responsible for any file loss or corruption .
7. If a user directory exceeds the 25/10mb normal size. Computer Services reserves the right to check that directory and delete files within the directory as necessary to ease file storage. Computer Services runs cleanup programs periodically to remove files that violate the storage policy, no notice may be given for the removal of these types of files.
Profile Storage Area:
1. The machines logging into the TECH Domain utilize a NT User Profile which is stored within the profile area of the appropriate server. This space is designed to store the users desktop profile which includes information concerning the desktop layout, Shortcuts, Internet Settings, etc... The space is not a authorized storage area for files, files should be stored within the users U:\ drive location.
2. This means folders should not be created on the desktop and files stored within them. The profile is limited to approximately 4mb in size and file storage will cause the profile to exceed its authorized size and you will not be able to log off the machine without reducing the size of the profile.
3. Profiles can become corrupted and may require deletion at times. If this is the case no files will be saved from the profile area and anything stored on the desktop or personal folder will be deleted without recovery.
4. If a profile exceeds the 4mb normal size. Computer Services reserves the right to check that profile and delete files within the profiles as necessary to ease file storage or correct profile loading. Computer Services runs cleanup programs periodically to remove files that violate the storage policy, no notice may be given for the removal of these types of files.
TDATA Storage Area:
1. The tdata or T:\ drive on labs machines is designed for the storage of teacher related files for student access. Teachers can request a directory in this area and they will have full access while students will have read only access into the teachers folders.
2. This area can be accessed via the network through the network neighborhood at \\RPL116-Share\tdata or via ftp at ftp://tdata.atu.edu. or via the T:\ drive on lab computers.
3. Teachers using this area should remove unused files at the end of each semester in preparation for the upcoming semester.
Network Printing (UniPrint)
Printing Policy:
1. All students are given $20.00 on their print account at the beginning of each semester including the summer terms I/II. This will allow for 200 printed pages at 10 cents per page.
2. Instructors may request by student name and eID for additional paper at anytime for special projects. After this request Computer Services will contact the student for an appointment to supply the necessary extra prints to his or her print card. This will only be done once, so care should be taken with the card.
3. Patrons of the Pendergraft Library that are not students receive no discounts on printing.
4. Problems with print charges should be brought to the attention of Computer Services through the Campus Support Center at 968-0646 or Tech.Support@atu.edu.
5. Reimbursements for printer jams, bad copies, or wrong charges will be added back to your print account as needed. No Cash can be refunded by Computer Services.
Printing Locations:
1. Charged Printing:
These labs are common areas with access to everyone.
COR 234
CRA 312
RPL 140
RPL 240
RPL 320
RPL 329
RPL 337
2. NON Charged Printing:
These labs are under control of the instructor and the majority of the printing for class should be accomplished in these labs. These labs are not available for no class time use.
COR 235
COR 234
CRA 312
DNH 205
WIL 112
HUL 133
RPL 220
RPL 334
WPN 365
WPN 364
RPL 337
Network/Lab Information
The following is information on the setup and location of the campus network (TECHNET) and the various labs around the campus.
General Network:
Ethernet GIG/100 Base Fiber backbone connecting Corley, Dean, McEver, Crabaugh, Pendergraft, Doc O'Byran and Tucker Colliseum.
Ethernet 10BaseT and 10Base2 in Corley, McEver, Dean, Crabaugh, Admin, Art, Alumni, Library, Hull, Witherspoon, Entergy Bldg, Bryan Hall, Williamson and Wilson. This cabling configuration is connected to the Ethernet 100 Base Fiber.
The IBM ES9000 Series Mainframe IBM AS400 (Computer Science) and a IBM RISC 6000 Unix System are located in Corley.
There are two Windows 2000 Servers servicing the TECH Web Pages
There are Two Windows 2000 Servers acting as the Active Directory for the TECH/ArkansasTech.Net Domain. These servers also provides DHCP services for the campus IP addressing, DNS services for the active directory and Mail/List Server Services.
There is a series of Dell Rack Mounted Windows 2000 Servers in Pendergraft that are servicing the, UniPrint, Blackboard, File Sharing and other functions.
This is a Windows 2000 server (MOBIUS) for archive and document imaging services.
There are two Name Servers (Linux) in the Pendergraft Library and they provide lookup access for the TCP/IP applications such as telnet, ftp and web applications.
There is one Internet Router (OC3 45mb ATM) in the Pendergraft Library and it provides the routing of all incoming and outgoing internet traffic.
We are connected to the internet via a OC3 Data Line which connects TECH and our internet provider at DIS..
There are two types of user connections on TECHNET. The TCP/IP connection that gives the user access to the Mainframe, the Internet and other TCP/IP related devices, the NT (Netbeui) peer to peer connection services.
