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.
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