Carnegie Mellon University

Desktop Support Options

When you choose to subscribe to the Desktop Support Program (DSP), you'll receive outstanding customer service, combined with a trusted data backup solution.

Support

The DSP Team will meet with you to set up an annual Service Level Agreement with DSP that's tailored to your team. The following support options are available:

Option 1: Managed Hardware

With Managed Hardware customers get:

Hardware

  • Customers choose hardware from a list of recommended devices that includes Apple and Windows laptops and desktops, along with the Windows Surface laptop.
  • DSP will purchase, install, and configure the devices with proper access and university-supported software.
  • DSP automatically provides updated devices every four years and facilitates the disposal of old devices.

With Managed Hardware customers also get:

Support and Backup

  • Basic onboarding and unlimited remote support
  • Device maintenance, administration, and trouble-shooting
  • Spare devices if a device requires repairs or replacement
  • Support for a DSP-approved network printer
  • Backups managed with CrashPlan and retained for 90-days
  • Shared network storage
  • Dedicated Desk-side and Specialized Support add-ons are available for an additional fee.

 

Option 2: Bring Your Own Device

With BYOD customers must provide the following:

Hardware

  • Customers are responsible for the purchase and replacement of the device
  • Customers will be provided with a list of recommended devices that includes Apple and Windows laptops and desktops, along with the Windows Surface laptop.
  • Current devices must be no more than five years old, otherwise customers will need to upgrade their devices to enroll in DSP.

With BYOD customers get:

Support and Backup

  • DSP will install and configure the devices with proper access and university-supported software.
  • Basic onboarding and unlimited remote support
  • Device maintenance, administration, and trouble-shooting
  • Backups managed with CrashPlan and retained for 90-days
  • Shared network storage
  • Dedicated Desk-side and Specialized Support add-ons are available for an additional fee.


 

Add-on Support

If you require additional support, the following add-on options are available:

Dedicated Desk-Side Support offers on-site appointment hours for extended assistance. Customers purchase a pre-determined number of support hours annually and determine when they want to use them. Examples of Dedicated Desk-Side Support are:

  • Instructional meetings
  • Incident support

Support for non-standard, specialized devices and software required for departmental operations to contribute to the academic, research, or administrative work of the university. Support includes: 


  • Configuration, installation and troubleshooting for many specialized, non-university standard software titles and licenses that are not available via the Computing Service Software Catalog
  • Systems administration to manage various applications both exclusive to DSP customers as well as in conjunction with other groups.
  • Departmental onboarding and instructional meetings to assist with:
    • New devices and/or software titles
    • Device or software issues
    • Technology assessments and support for departmental operations
    • Local printer support for additional departmental printing-related equipment (such as label makers)