LITS's Device Support Cycle

This article reviews LITS's device support cycle and how support changes throughout the lifetime of a device.

Support cycle

Every College-owned device (indicated by the presence of an asset tag sticker) is supported for a predefined number of years after its purchase, dependent on the device type:

• Primary computers (laptops and desktops): 4 years
• Non-primary laptops: 4 years
• Non-primary desktops: 6 years

Unsupported devices

Once a device has reached the end of its support cycle, it is considered unsupported and subject to courtesy support.

When does this occur?

To determine when a device will be unsupported:

1. Find the first two numbers of its asset tag
   • These numbers indicate the fiscal year the device was purchased in.
2. Subtract 1 from the fiscal year to get the calendar year (of purchase)
3. Add the device's support cycle
4. Voila! The device in-question will become unsupported in the Summer of that year

Replacement cycle

In order to ensure unsupported devices are cycled out of active use, College devices are reviewed and replaced as they reach the end of their support cycle.

To that end, LITS annually:

• reviews our standard models and accessories to ensure the configuration is suitable for average use
• contacts individual users to begin the computer replacement process
• contacts department heads and academic administrative assistants to review currently deployed assets

Courtesy support

When you contact LITS for an unsupported device, its period of courtesy support begins and lasts for 6 months. During this time:

• our inventory will be updated to reflect the device's courtesy support status
• a new ticket will be created to track, and assist with, the replacement of the device
• any hardware repairs must be funded by your department, as any warranty has since expired
• any support-related tickets will be limited to two 30-minute appointments

Exemptions

Devices that cannot upgrade to a supported operating system (defined by the manufacturer), are exempt from courtesy support. Thus, no support will be rendered besides assisting with the replacement process.

Current (un)supported operating systems can be seen here:

• Windows: https://endoflife.date/windows
• macOS: https://endoflife.date/macos

Replacing a computer

LITS strives to make the computer replacement process as straightforward yet robust as possible. Our goal is to configure your new device as closely to your current one to help minimize downtime and frustration.

The process

To get started, simply contact the Help Desk and a technician will walk you through our process:

1. Consultation
   During this step a technician will meet with you via ticket, phone call, or in-person appointment to discuss how you typically use your device. This includes what software you use day-to-day, any hardware requirements for intensive workloads, budgeting concerns, and more -- all to determine the ideal replacement computer.
2. Ordering
   Once a device is selected, any necessary budget codes will be collected and the ticket will be reassigned to our IT Purchasing team for processing. This is also where you'll be provided with any ETAs.
3. Imaging
   The technician will now meet with you remotely or in-person to review your current computer's configuration, including software, printers, settings, and more! It is also expected that you'll back up any locally-stored data; a process which the assigned technician can assist with! Afterwards the new device is prepped for deployment.
4. Deployment
   A 1-hour appointment will be scheduled to meet with you in your office to set up your new device (including signing into everything) and retrieve your current one.
5. Retirement
   Your old device will be stored securely for two weeks before it is wiped and either (A) retired and recycled or (B) returned to inventory for redeployment under certain circumstances.

Questions?

If you have any additional questions or problems, don't hesitate to reach out to the Help Desk!

Phone: 610-526-7440 | Library and Help Desk hours
Email: help@brynmawr.edu | Service catalog
Location: Canaday Library 1st floor