The following documentation contains specific information about our policies and procedures. If there are any questions, please contact Ken Fiori.

Acceptable use policy (Available for download in Microsoft Word format)

Santa Rosa Junior College strives to provide a computing environment that supports the goals and the mission of the College. Members of the Santa Rosa Junior College computing community are expected to comply with all local , state, and federal laws as well as Santa Rosa Junior College Board Policies and rules in their use of College networks and computer systems associated with SRJC. This documents summarizes the main points of acceptable use found in "Policy 2.13P Computer and Communications Technology Use", but users are also expected to familiarize themselves with the full text of SRJC policies. Policies are subject to change as needed and are subject to annual review, and as such, this document may change to reflect any change in policy.

The term "user" applies to anyone using SRJC computing or networking resources. The definition of "College computing and networking resources" includes personal computing equipment as long as it is associated with the college. For example, a student's computer in a dorm room, or a laptop connected to SRJC's wireless network are associated with the College.

1. Individual departments and system administrators may further define rules governing acceptable use of their resources. For example, an academic department may have rules allowing or disallowing recreational web browsing in their student labs.
   
   
2. All use is subject to monitoring by authorized college personnel for the purpose of network/system management or security, with reasonable efforts made to maintain user privacy. Interception of traffic for unauthorized purposes is prohibited.
   
   
3. Copyright, obscenity, libel, and other laws governing communication and publication apply to electronic media as well. Users are personally responsible and liable for such infringing activities. For example, you may not pirate software(use software in violation of pertinent software licensing agreements), or distribute pirated software with College resources. Downloading illegal copies of music, video, or text is prohibited and the owner may sue you for infringement.
   
   
4. You may only access files, data, and resources to which you are legitimately entitled. You may not attempt to gain access to systems, accounts, passwords, or data that you have not been authorized to access. For example, you may not 'sniff' the network to gain information such as logins and passwords of other people. You may not distribute 'backdoor' programs to gain access to another person's machine or files.
   
   
5. Users are responsible for all activities originating from their accounts or personal systems. No unauthorized sharing or selling of personal access to College resources is allowed. Protect all user ids, passwords, and systems from unauthorized use.
   
   
6. Any activity which negatively impacts the operation of the network or systems is prohibited. You may not monopolize or overload resources. Excessive use is use which prevents other people or systems from being able to work. For example, excessive use of network bandwidth while playing network games is prohibited.
   
   
7. You may not use electronic resources to harass, intimidate, or annoy people. This includes transmission or printing of violent, threatening, defaming, obscene, or otherwise illegal or harmful material. Electronic chain letters are not allowed, nor is spam. If you receive a piece of e-mail that says to send it on to all of your friends, even if it seems to be a warning about a virus, it is generally a hoax and should not be forwarded.
   
   
8. You may not use electronic resources for commercial use or personal gain. For example, you may not run a business from a web server in your dorm room, or even register a domain name to a network address in the College address space.
   
   
9. All attempts to subvert system or network security measures are strictly prohibited. All machines in the residential(dorm) networks will be dynamically assigned an IP address. Configuring your system to use a different address is not allowed. Running routing or network services(DNS, DHCP, Mail servers, etc) from the dorms is not allowed.
   
   
10. If you suspect your account has been compromised, or feel you have been violated by others, keep copies of all relevant documents, unplug your computer network connection from the wall jack (where applicable), and contact Computing Services (call 524-1765) as quickly as possible. You are responsible for reporting all violations. Computer Services will work with appropriate College officials to resolve any reported violations.
    
    
11. Violations can result in the loss of computing privileges, initiation of legal action by the College, and/or appropriate disciplinary action.

Level of support policy

Coming soon

Help desk ticket procedures

Help desk tickets are generated for any hardware, software, network, install, or surplus problem or service provided. If the service or problem was not initially taken care of, these tickets are assigned to an appropriate technician. Once assigned, the technician may call to set up an appointment, or take care of the problem either over the network or in the office having the problem. All tickets (closed and open) can be checked online here. Ticket information consists of contact information, initial descriptions, and updates.

If the user leaves a voice mail about a particular problem s/he is having, a ticket is generated and an automated response is sent to the user through voice mail.

In the case of a campus wide event (computer virus attack, network downtime, etc.), help desk technicians usually generate one ticket listing all the users who are having trouble for ease of solving the problem.

Warranty procedures

Standard warranty periods for computers, monitors, and printers (if applicable) are as follows (exceptions may apply):

3 years covered by vendor / manufacturer, 2 years covered by computing services

If, after the 5 year period, any hardware requires replacement (i.e. it is damaged, broken, or does not meet a specific hardware requirement for a piece of software), the department or person in charge of the hardware has the option to purchase the hardware required to fix the problem from Computing Services. Computing Services will replace the hardware and reinstall any necessary software to get the device back into working order.

If available, Computing Services may issue a loan of equipment from our department during the process to sustain the person or department. Our standard time period for loaner equipment is one month (exceptions may apply).

Surplus procedures

Older (out of warranty) equipment given to Computing Services by other departments can be used for parts for replacements, stock, or loaner computers.

If a piece of equipment has become so far damaged it is no longer usable (decisions are made by our department), Computing Services will hold the equipment for surplus. Every so often, when enough equipment is gathered, we palette the materials, mark off any JC tag numbers, and send it to the warehouse for recycling.