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Computer Support Levels

Computer Support Levels
Computer support levels Devices Support details
Gold Tier Support (Cornell Owned) Must be a bundle Dell or Apple* (Refer to SLC) or a Non‐bundle business class Dell with proper business need and approval forms completed. Must be quoted through CALS OIT. Must be under warranty. Must be bound to CUAD. Adherence to established standards provides fastest possible turnaround for support requests.
Silver Tier Support (Cornell Owned) Any Non‐Apple or Non‐Dell Systems. Anything not quoted through CALS OIT. Must have a TPM chip. Must be under warranty (exceptions). Support not to exceed 5 years from purchase date. Must be bound to CUAD. Maintenance, and security are all fully addressed. Direction to manufacturer for hardware support. Direction to vendor for software support. Support requests may take longer than Gold Tier.
Bronze Tier Support BYOD (Bring Your Own Device) Anything not Cornell Owned Any Mobile devices, phones, tablets etc. Configure computers and devices to connect to wireless, email, VPN, remote desktop. Install Antivirus and configure Automatic Updates. Direction to manufacturer for hardware support. Direction to vendor for software support.

NOTE: Cornell owned computers for which a user has opted out of CALS OIT’s SLC do not receive support. Please see “SLC Exceptions and Opt‐outs” for Opt‐out details.

6/24/19