ITS Policies

General Policies

Support Policies

Routine Support

Requests for routine support are normally handled through the Help Desk at x1444.  These requests are entered into our tracking system and a technician is assigned to respond as quickly as possible, on a first-come-first-served basis.  Examples of routine support requests are a computer or phone not working, or the inability to print.  These are normally handled only during regular business hours.

Unexpected Service Interruptions

An unexpected service interruption is the apparent failure of a multi-user computing or telecommunications system.  Examples of these would be Banner or Canvas being down, a telephone or voicemail system outage, the network, email or a campus-wide file server being unavailable.  These types of outages should be reported as follows:

  • During normal office hours or Library Help Desk hours:  Call the Help Desk at x1444.
  • During evenings/weekends when the Help Desk is closed:  Call the School Officer in Charge (772-9070) who will contact the person on call for ITS.

ITS On Call Schedule

Designated ITS staff will share responsibility for responding to emergencies, with a weekly scheduled rotation.  This schedule and contact information will be provided to Security, Senior Staff, the Director of Physical Plant, the Director of Food Services, and the Library.

Scheduled Service Interruptions

Periodically, it is necessary to schedule planned system/network outages for upgrades and routine maintenance.  ITS will notify the community of any planned maintenance work with as much advance notice as possible.  Emergency outages may be scheduled with limited notice, if required to guard against damage to systems or networks, or to minimize downtime.

Special Support

During the course of the year, we recognize there are times when it is necessary and appropriate for ITS to be available during hours outside of our normal coverage, such as reunion, the business audit, and critical weekends in the admission process.  These arrangements should be made ahead of time with ITS by contacting Kimberly Butz.
Questions regarding all policies should be addressed to the Director of Information Technology Services.

Frequently Asked Questions

You will be expected to use your Deerfield laptop in class and for school work. You may bring a second computer, but it will have to go through a registration process and have our standard virus protection installed. ITS cannot provide any technical support for non-standard computers and all computers must conform to the required specifications listed below in order to connect to our network and the Internet. However, ITS will make documentation available with instructions for connecting to the Deerfield network and accessing the Academy’s public printers.

REQUIRED Specifications for Non-Standard Computers

Windows XP Professional, Vista Business, 7 Professional or higher
Mac OS X Leopard or higher

All computers connecting to our network will be scanned to verify that they meet these required specifications.

Some students find it convenient to bring their own personal printer, but we also encourage students to take advantage of public networked printers which are available in a number of convenient locations around the school, including the Help Desk and the Library.

All new students will attend a technology orientation soon after they arrive at Deerfield. A schedule and details will be posted on our Back to School site before the start of school.  We will also offer workshops throughout the year on various topics.

Phone service is not available in dorm rooms, but a public phone is provided in each dorm. For questions contact the Help Desk at 413-774-1444 (x1444) or send us an email.

You can install programs you have purchased as long as they don’t interfere with the proper functioning of the laptop. Occasionally, software may cause problems that our technicians cannot resolve and we would have to reimage the laptop (restore it to its original configuration) so that it is available for your academic use. In that case, you would have to reinstall any non-Deerfield software. 

Your laptop is covered by a 3 year AppleCare warranty which only covers manufacturer’s defects. A secondary insurance policy through Student Insurance Partners has been purchased for your laptop which covers accidental damage (e.g., spills, drops), theft, and loss of use due to fire, flood, or other natural disasters. If an insurance claim is filed, you and your parents will be responsible for paying a deductible in the amount of $200. In the rare instance where the insurance does not cover the damage or loss (e.g., wear and tear, purposeful damage), you and your parents will be responsible for the repair and/or replacement of the laptop.

If your laptop is damaged, please bring it to the ITS Help Desk to be repaired. If it is stolen, please file a police report and report the incident to the ITS Help Desk so that we can facilitate the insurance claim.

The ITS Help Desk is located in the Koch Center for Science, Math, and Technology.  Stop by or call us at 413-774-1444 (x1444 on campus) or send us an email.

The staff at the ITS Help Desk is available for any technology-related question or problem with your Deerfield Academy-provided laptop. If your laptop is having any problems it should be brought to the Help Desk as soon as possible. 

If you have borrowed an item or items from ITS, please contact the Help Desk to make arrangements for its return. 

Contact Information Technology Services
Fax 413-774-1603

Koch Center, Second floor
Mon–Fri, 7:45am–4:30pm

Mail PO Box 87
Deerfield, MA 01342

Help Desks

ITS Office
Mon–Fri, 7:45am–4:30pm

Boyden Library (Circulation Desk)
Mon–Thur, 4:30pm–9:40pm
Sat, 9:00am–4:30pm
Sun, 12:00pm–9:40pm