Standards

Design Standards for AudioVisual Systems

What is a Digital Media Player?

A Digital Media Player is an entertainment consumer electronics device that can connect to a network to stream digital media (such as music, pictures, or video). Most commonly used on televisions.

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Content

Please Contact the HelpDesk First!

If you have problems with or questions about any technology related issues regarding District equipment please contact the Helpdesk by using our easy online form, by email at helpdesk@solano.edu or call ext. (x4690). Please do not contact any of the TSS staff members directly. The Help Desk centralizes our response system so we can accurately prioritize our work, and take care of the high priority cases first.

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Response Time

Helpdesk attempts to create Tickets within 10-15 minutes upon notification by email or voicemail of a District Technology related problem.

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Website Updates

Any/all Updates to website pages that involves the addition/removal or replacement of documents or links needs to be submitted to the Helpdesk by the responsible Administrator of that page. 

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New Accounts and How Long it Takes to Create Them

New Accounts are created once Human Resources have advised the helpdesk that a confidentiality statement has been signed and is on file. A helpdesk ticket is created and assigned to the employee's Department Administrative Assistant or Dean. Credentials for new employees will be generated within 24 hours of notification from HR. Once we have received HR notification a userID and a Passcode will be sent to the division Dean or Administrative Assistant.

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Changing/Issuing Passwords

The Helpdesk no longer provides the service of changing/issuing user passwords. All Passwords must be changed or created through the Quest Password Manager program. If you have a need to change your password click on the link for Password Manager found on the home page.

NOTE: Users must be registered with Password Manager prior to attempting to change or create a password. If you have not registered with Password Manager please email helpdesk@solano.edu for a passcode and instructions for registering on Password Manager.

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Priority Levels of Tickets

All Tickets are assigned a priority level when created.  The Priority of Tickets is as follows:

Level 1:  Classroom Instruction Down
Level 2:  Student Services Stopped
Level 3:  Administration Services Stopped
Level 4:  Setup And Installation

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Process for Working on Tickets That Require User Credentials

Now that Technology Services will not have the ability to look up passwords any longer this will also change the way we work on helpdesk tickets. 

Below is the process that technicians will now follow: 

• A technician will contact user regarding their issue/case and attempt to help via the phone.
• If applicable the technician will use our remote access software to remotely access your system.
• If remote access is not possible technician will visit user at their location.

Note: User must be present at the time the technician shows up to allow access to machine. 

• If user is unavailable at the time of the initial call then the options at that time will be:
• Reschedule service at a later date. Date and time to be agreed on by both technician and user.
• User can give technician permission to change user's password for the time of the service. User must go to Quest Password Manager afterwards and reset their system password.

Note: User permission must be in the form of an email and that permission will be added into the helpdesk ticket.

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Using Team Viewer 5 Remote Access

The Help Desk will only use remote access tools with your permission. Our Team Viewer 5 solution will require the user to provide information to a TSS staff member in order for a remote session to take place.

 

Password Creation

Starting in Fall 2010 the creation of passwords will no longer reside with Technology Services. Users of Solano Community College's District network will be required to maintain their own password using the Quest Password Manager Application.

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Password Guidelines

Your password must meet some minimum complexity and formatting requirements. Those requirements are as follows:

    Your password must:

• Be exactly eight (8) characters in length.
• Contain at least one upper case letter.
• Contain at least one lower case letter.
• Contain at least one number.
• First character of your password must be a letter (upper or lower case)
• Contain at least one of the special characters listed here:
• !^-_+~\[]{}:/?.

    Your password must not:

• Contain five consecutive letters of a dictionary word
• Contain any part of your username.

    Examples of Acceptable Passwords:

• Koo:g7su
• ze?qu3Mi
• Chi3ie_y

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Password Protection

Below is a list of Password Don'ts. 

    Don't include a password in an email.
    Don't share passwords with colleagues or students.
    Don't write down your password and leave in the open or under the keyboard.
    Don't reveal a password over the phone.

NOTE:
If you feel your password has been compromised for any reason please be sure the change it using Quest Password Manager. If you need any assistance in this process please contact the Helpdesk using our easy online form, by email at helpdesk@solano.edu, or call (x4690).

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Reminder

There can be a lot of valuable and in some cases confidential information on computer systems. Passwords are one level of protection to ensure that those who are not entitled to certain information do not get access to it. Please be diligent in your handling of your password. 

Design Standard for Telecommunications

Smart Phone Support

At present, Technology Services & Support does not officially support the use of personal phones. However, we have written procedures for use of the following smart phones with our e-mail services:

1. iPhone
2. Blackberry
3. Droid (Android)

If you have one of these phones and want to have your Solano e-mail delivered to it we can provide you the procedures to accomplish that task. If you have some other phone and can obtain the procedure for accomplishing this task we can provide you any configuration information you may need to make the connection to our services.

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Fixing Personally-Owned Computers

Technology Services and Support does not provide service to personally owned computers.

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Please Call the HelpDesk First!

If you have problems with or questions about any technology related issues regarding District equipment please contact the Helpdesk by using our easy online form, by email at helpdesk@solano.edu or call ext. (x4690).  Please do not contact any of the TSS staff members directly. The Help Desk centralizes our response system so we can accurately prioritize our work and take care of the high priority cases first.

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Office/Personnel Moves

Technology Services requests at least 48 Hours notification prior to any office/personnel moves. This will allow us time to properly schedule our resources to support this request. If the move requires office/desk modifications, facilities will need to be contacted first prior to contacting IT.

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Access to Personal Files (the Z: Drive)

If a department needs access to a former/current employee's files (specifically his/her Z: drive) Technology Services & Support requires approval from the departments Vice President authorizing this request before we can make that data available. Correspondingly, we will not access another user's Z: drive without specific permission from that user or the user's Vice President.

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Supported Web Browsers and Standard Software

Currently, Internet Explorer and Google Chrome are the only web browsers that Technology Services support. Additionally, Microsoft Windows 8 and 10 are the only operating systems we can support. The driving factor for this is that our Enterprise System (Banner) does not support newer versions. As Banner approves the use of newer versions we will move to those versions over time.

NOTE:
Users should not install new versions or other software without contacting TSS.

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Logins/User Profiles

One computer may only have one user profile, unless shared office spaces dictates otherwise.

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Assigned/Shared Computers for Users

Although users have the ability to use any district computer on campus, users will only be assigned a user profile to one district owned computer. This mean that programs such as Microsoft Outlook will only be configured on one computer. 

Shared Computer systems are setup at various locations within district buildings. These computers are not configured for an individual user and thus are locked/Frozen. Locked/Frozen means that users are unable to permanently save documents or make any changes to the system configuration. Any saved documents or changes will be lost when the computer is re-booted.

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Licensing

Software licensing is a contract of agreement between the software publisher and the end user, sometimes referred to as the End User License Agreement, or EULA. Though software licensing can be a paper agreement, it is most often imbedded in the software itself as part of the installation process. Technology Services takes software compliance very seriously and we work very hard to ensure that the district is within licensing compliance. Any software loaded on district computers must have a valid license that accompanies that software. All requests for software and or installation should be coordinated through the helpdesk using our easy online form, by email helpdesk@solano.edu or call (x4690).