Computer Service Agreement - Students
This Service Level Agreement outlines computer support provided to students at William & Mary by Information Technology's Technology Support Center (TSC).
Student Responsibilities
It is the responsibility of the student to perform the following actions to prevent system damage and to facilitate repair. Failure to do so may lead to computer problems, loss of network connectivity, a decreased level of support and loss of important documents. Students should:
- maintain up-to-date virus protection
- perform frequent updates to operating system
- perform frequent back-ups of critical data
- maintain password security
- take steps to avoid unsafe computing
- keep all software and licensing information accessible while at William & Mary.
TSC Standard Hours of Operation
Monday - Friday, 8:00AM - 5:00PM, except university recognized holidays/university closures.
TSC-Provided Support
The Technology Support Center offers support by telephone at 757-221-4357 (HELP), by email at [[support]], by chat, or in person at Jones Hall, Room 201.
Available Support
Operating systems prior to Windows 10 and Mac OS 10.14 are not supported.| Support | |
|---|---|
| Hardware | No hardware support provided. Please see list of alternative computer repair companies below. |
| Software | The TSC assists with the installation of IT-recommended software. The TSC does not install or troubleshoot installation for multiple operating systems on a single computer. |
| Network | Assistance for connecting to the W&M network is provided. |
| Virus/Spyware | No virus or spyware cleaning services are provided. |
| Data Recovery | No data recovery services are provided. |
| Loaner Computers | No loaner computers are provided by TSC. |
Off Campus Computer Hardware Repair List
| Company | Location | Contact | Devices & Platforms |
|---|---|---|---|
| iCommand | 1315 Richmond Rd., Williamsburg | 757-320-5800 |
Apple Products (Mac Authorized Service Provider) |
| Best Buy (Geek Squad) ** | 210 Whittakers Trace, Williamsburg, VA 23185 | 757-220-1352 | PC & Mac |
| Apple.com | Online or Apple Stores are located in Short Pump, Richmond or MacArthur Center, Norfolk | Apple Products |
** Will provide on-site service.
Network Usage
View the Student Acceptable Use Policy. If IT network engineers determine that the network traffic coming from a student's computer is harmful to the network, the student's computer will be placed in a restricted network called the "Penalty Box." The Penalty Box is a separate VLAN (virtual local area network) on the W&M network. More information on the Penalty Box.
Support for Access to Services from Off-Site
The Technology Support Center will provide assistance by telephone to off-campus William & Mary students who are having trouble accessing myWM, Blackboard, email, registration, and Swem Library's restricted databases. We do not provide in-residence hall or in-home support.
Scope of Service
This Service Level Agreement (SLA) is specific to systems owned and operated by current W&M students and specifies the scope and terms of services provided by IT. The Technology Support Center will provide support for operating system, network, and selected applications on supported computers, and will provide references to third-party businesses for hardware repairs on those systems.
The computer support program is intended to provide support for software upgrade and incident-based troubleshooting, but does not include day-to-day system administration. This means that students retain full control of, and responsibility for, administration of their systems, including data stored on their systems. This includes the installation and frequent update of anti-virus software, as well as necessary security updates provided by the operating system's manufacturer.
