Computers used for research are subject to the same standards as those used in other ways in AS&E:

• Hardware
  • Existing hardware - http://ase.tufts.edu/its/supportSupportedHardware.htm
  • New purchases -http://ase.tufts.edu/its/supportSystemPurchasing.htm
• Software
  • http://ase.tufts.edu/its/supportSupportedSoftware.htm
• Peripherals
  • http://ase.tufts.edu/its/supportPeripheralStandards.htm
• End User Responsibilities
  • http://ase.tufts.edu/its/supportUserResponsibilities.htm
• Departmental Labs
  • http://ase.tufts.edu/its/supportDepartmentLabStandards.htm
• Windows Server Support
  • http://ase.tufts.edu/its/supportWinServer.htm
• Unix Support
  • http://asunix.tufts.edu/
• Service Metrics
  • http://ase.tufts.edu/its/supportServiceMetrics.htm
  • http://ase.tufts.edu/its/supportServiceStandards.htm

Because of the unique nature of research computing, exceptions to the standards noted above are necessary. These exceptions are discussed below:

• Specialized Equipment
  
  When there is a requirement for a computer to run a specialized peripheral, such as a microscope, ITS will support the computers, but is unable to provide support for the specialized peripheral. Oftentimes, the computer is required, because of the peripheral, to run a certain operating system or be of a certain generation that would otherwise make it unsupportable. Support will still be provided when a computer is unable to be updated to more modern technology because of cost or other limiting factors. This equipment must be documented and approved in order to receive support. To the extent possible, ITS will support such equipment regardless of age, manufacturer, etc.. There are limitations to this support as some older computers and specialized peripherals are no longer supported by the manufacturer. Their drivers and software updates are sometimes unavailable to the research support group.
   
• Application Software Support
  
  Software support for application software is unfortunately limited to installation support only. The end user should be responsible for the knowledge to use and to customize any applications. All software install requests must be accompanied by proof of license, media, and documentation. There are significant limitations to support for older software and software developed at Tufts or another university. If the end user does require additional assistance with application software, they should contact a 3rd party who supports or produced the product. Any costs associated with that support would be the responsibility of the department requesting the installation.
   
• Personal Digital Assistants (PDAs)
  
  Personal Digital Assistants, including but not limited to: Palm Pilots, Blackberrys, Windows Mobile enabled devices, and other mobile devices, are to be treated as tools to help the end user. It is the expectation that the end user will make an effort to understand and learn the capabilities of these devices, as they would any other equipment in a lab. Until University-wide standards for these devices exist, and at this time, only best effort support can be offered. Support calls for PDAs will support calls will be handled on an as available basis and will not receive priority attention.
   
• Computers on the Tufts Domain
  
  All computers should be connected to the Tufts Domain, unless there are specific requirements that make this impossible. By connecting to the Tufts Domain, 1) ITS is able to provide better support and computer/lab management through the use of group policies, 2) all urgent security updates are provided automatically, and 3) the machine is protected against viruses and other malware.
   
• Support beyond Tufts
  
  When it is necessary for Tufts researchers to collaborate outside of Tufts University, ITS can only offer a best effort to support remote colleagues, as computing problems may fall outside the control of ITS and Tufts support staff. It is the responsibility of the researcher to ensure the use and access outside of Tufts University.
   
• Data Recovery and Backups
  
  ITS strongly recommends that any data used and deemed important in research should be backed up. Options include 1) storing data on an ITS supported server running appropriate backup software and protected with RAID, 2) storing the data on the Tufts network or research data storage device, or 3) storing and archiving to DVD. (Some storage options are listed at http://uit.tufts.edu/at/?pid=14).
  
  In the event that data needs to be recovered, ITS will make a best faith effort to restore the data, but unfortunately, depending on where and how the data is stored, ITS will not always be able to guarantee successful results. The reason is that data recovery is a time consuming process, taking days or even weeks and oftentimes ending unsuccessfully. ITS can recommend outside vendors who perform data recovery should other options not meet researchers needs.