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.

ITS provides varying levels of laptop support depending on whether or not it is a standard or non-standard laptop. Following are definitions for each:

Standard Laptop

This is the laptop that you were issued when you first arrived at Deerfield Academy. For the entering classes of  2010, 2011, and 2012, the standard laptop is a MacBook. For the entering class of 2013, the standard laptop is a MacBook Air.
If your standard laptop requires service, we will provide you with a loaner so that you can continue your academic work and will take care of repairing/refreshing the laptop assigned to you.

Non-Standard Laptop

This term refers to any laptop that was not distributed to you by Deerfield Academy during New Student/Faculty Orientation.
MacBooks that were purchased through the Academy, but not given to you during orientation, are considered non-standard laptops. Our support policy on non-standard MacBooks purchased through DA is as follows:

What We Can Provide

  1. Facilitate warranty and non-warranty repairs: if you have physical damage to your laptop ITS will assess the damage and let you know whether we think it will be covered under warranty. If you choose to have it repaired we will ship it to the Apple Repair Center. Of course if the repair is not under warranty, you will be responsible for any costs incurred in that repair. We will communicate with you and your parents about those costs and get your approval before allowing Apple to complete the repair.
  2. Provide you with a loaner while your MacBook is being repaired: we will provide you with a loaner while your personal MacBook is out for repair. If possible, the loaner will be a MacBook.
  3. Reimage your MacBook: if your MacBook needs reimaging to solve software problems, we will reimage it. This means that we will replace the original software that was on the laptop when you received it, just as we do with the laptop you received as a new student. Note that, consistent with our existing policy for all MacBook owners, we do NOT backup any data from MacBooks so you will need to make sure that your data files are backed up yourself. The Help Desk staff can give you advice on how to do that.
  4. Provide help with printing or accessing network resources: the Help Desk staff will be happy to show you how to set up printing or access network resources on your MacBook. In addition, instructions are available online.
  5. Install antivirus software: the Help Desk can give you instructions for downloading antivirus software and/or show you how to install it on your MacBook.

What We Cannot Provide

  1. Spend an extended amount of time resolving software problems: if the technician cannot find a solution in less than 30 minutes, we will recommend reimaging the laptop.
  2. Provide/install Deerfield Academylicensed software: in compliance with our license agreements, some software, for example, MS Office, cannot be installed on personally owned laptops. The Help Desk will facilitate the purchase of a personal copy of the software if you are interested and this would be charged to your student account.
  3. Consistent with our long-standing policy, we cannot provide repair support or loaners for laptops purchased outside of the Academy’s programs.

This agreement is made effective upon receipt of the computer, between Deerfield Academy (“Deerfield”), the student receiving the laptop (“Student”), and his/her parent(s) or legal guardian (“Parent”). The Student and Parent(s), in consideration of being provided with a laptop computer, software, and related materials (the “Computer”) for use while a student at Deerfield, hereby agree as follows:

1 Equipment

1.1  Ownership

Deerfield retains sole right of possession of the Computer and grants permission to the Student to use the Computer according to this agreement.

1.2  Transfer of Ownership

New Students enrolled for a minimum of 3 years – Ownership will be transferred to the Student at no charge after 3 years.
New Students enrolled for less than 3 years – Students departing (for any reason) prior to 3 years have the option to return the Computer to Deerfield Academy or purchase the machine. The purchase price will be based on the technology fee and the number of years in attendance at Deerfield Academy.

1.3  Equipment Provided

The equipment provided varies from year to year but efforts are made to keep all laptop configurations similar. All Computers include ample RAM and hard-disk space, an external hard-drive for data backup, software, and other miscellaneous items. Deerfield will retain records of the serial numbers of provided equipment.

1.4  Substitution of Equipment

In the event the Computer is inoperable, Deerfield has a limited number of spare laptops for use while the Computer is repaired or replaced. This agreement remains in effect for such a substitute. The Student is required to bring a Computer needing repair to the ITS Help Desk.

1.5  Responsibility for Electronic Data

The Student is solely responsible for any non-Deerfield installed software and for any data stored on the Computer. It is the sole responsibility of the Student to back up such data as necessary. Deerfield provides a means for backup along with directions but Deerfield does not accept responsibility for any such files or software.

2 Damage or Loss of Equipment

2.1 Warranty for Equipment Malfunction

Deerfield has purchased a three-year manufacturer’s warranty covering parts and labor. The warranty only covers damage to the computer caused by manufacturer’s defects. Families incur no additional charges for repairs covered by warranty.

2.2 Laptop Insurance Coverage

The Student is responsible for maintaining a 100% working Computer at all times. The Student shall use reasonable care to ensure that the Computer is not damaged. Refer to the Standards for Care in Section  5 below.
Deerfield provides laptop insurance that covers loss of use due to theft, fire, natural disasters, and accidental damage (i.e., drops, spills). In the event of loss of use due to one of these events, the insurance will cover the repairs and/or replacement. The Student and Parent will be billed for a $200 deductible.
If the resulting loss of use is not covered by the laptop insurance (e.g., unclear loss of use, purposeful damage, wear and tear such as broken keys), the Student and Parent will be responsible for the full cost of repair or replacement.

 2.3 Actions Required in the Event of Damage or Loss

Report the problem immediately to the ITS Help Desk. If the Computer is stolen or vandalized while not at Deerfield or at a Deerfield sponsored event, the Parent shall file a police report.

2.4 Technical Support and Repair

Deerfield does not guarantee that the Computer will be operable, but will make technical support, maintenance and repair available for all standard laptops. The Student will be provided with a loaner or replacement laptop while repairs are being made.

3 Legal and Ethical Use Policies

3.1 Legal and Ethical Use

All aspects of Deerfield’s Technology Acceptable Use Policy govern in accordance with this section.

3.3 File-sharing and File-sharing Programs

Installation and/or use of any Internet-based file-sharing tools are explicitly prohibited. File-sharing programs and protocols like BitTorrent, Limewire, Kazaa, Acquisition and others may not be used to facilitate the illegal sharing of copyrighted material (music, video and images).

3.4 Allowable Customizations

  • The Student is permitted to alter or add files to customize the assigned Computer to his/her own working styles (i.e., background screens, default fonts, and other system enhancements).
  • The Student is permitted to install software on the assigned Computer if it is legally owned and installed according to a license agreement, excepting any software known to cause system problems to the Computer. We strongly suggest that students minimize external installations since, if they cause system errors, the Computer will be restored to the original settings, and everything stored will be erased. Also, Deerfield will periodically conduct maintenance that will require the Student to re-install all non-Deerfield software and files. Software originally installed by Deerfield must remain on the Computer at all times.

4  Accessories and iPads

4.1 Availability

Students have the opportunity to borrow accessories from the Help Desk, including cameras, microphones, and other audiovisual devices. Borrowed accessories are subject to the same standards of use and liability as the Computer.
Students may be issued an iPad for use in a course(s) that utilizes iPad apps or content to support and enhance the curriculum. Students will have use of the iPad as long as they remain enrolled in the course. Students shall return the iPad to ITS at the end of the course, or in the event of withdrawal from the course. iPads are subject to the same standards of use and liability as the Computer.

4.2 Insurance

Accessories and iPads are not insured. Student and Parent(s) are responsible for the full cost of replacement or repair

4.3 Due Dates

All borrowed iPads and accessories should be returned based on established due dates.

5  Standards for Care of Laptops and Accessories (“Equipment”)

5.1 Your Responsibilities

  • Treat this equipment with as much care as if it were your own property.
  • Be prepared to bring the Computer and charger to classes based on your teachers’ requirements.
  • Avoid use in situations that are conducive to loss or damage. For example, never leave Equipment in school vans, in the gym, in a locker room, on playing fields or in other areas where it could be damaged or stolen. Avoid storing the Equipment in a car other than in a locked trunk.
  • Do not let anyone use the Equipment other than your Parent(s). Loss or damage that occurs when anyone else is using your assigned Equipment will be your full responsibility.
  • Adhere to Deerfield Academy’s Technology Acceptable Use Policy at all times and in all locations. When in doubt about acceptable use, ask the Academic Technology staff, Director of ITS, or one of the Deans.
  • Back up your data. Never consider any electronic information safe when stored on only one device. Use your school-provided external back-up drive on a regular basis. Establish a backup routine – preferably nightly. Files may also be backed up to web-based locations (e.g., Google Apps, DropBox).
  • Read and follow general maintenance alerts from Information Technology Services (ITS).

5.2  How to Handle Problems

  • Promptly report any problems to the ITS Help Desk.
  • Don’t force anything (e.g., connections, popped-off keys). Seek help instead.
  • When in doubt, ask for help.

5.3  General Care

  • Do not attempt to remove or change the physical structure of the Equipment, including the keys, screen cover or plastic casing. Doing so will void the warranty, and the Student and Parent(s) will be responsible for 100 percent of the repair or replacement cost.
  • Do not remove or interfere with the serial number or any identification placed on the Equipment.
  • Do not do anything to the Equipment that will permanently alter it in any way. (You can apply stickers as long as they are completely removable.)
  • Keep the equipment clean. Don’t eat or drink while using the Equipment.

 5.4  Carrying the Computer

  • Always completely close the lid and wait for the Computer to enter sleep mode before moving it, even for short distances. Movement while the Computer is on can result in permanent damage to the hard drive and therefore the loss of all data. Sleep mode is a sufficient way to store your laptop when not in use, however it is strongly recommended that you shut down the Computer when it will not be in use for more than 4 hours. Not only will this preserve the life of the Computer, but it will also conserve energy.
  • We recommend that the Computer be stored in a laptop bag or hard shell case. Many varieties of laptop bags are available for purchase. Do not store anything (e.g., cords, papers or disks) in the area within the laptop case designed for the Computer other than the Computer itself as this may damage the screen.
  • If you carry the Computer in your normal school pack, be sure that you do not over-stuff your backpack – extreme pressure on the Computer can cause permanent damage to the screen and other components.
  • Do not grab and squeeze the Computer, as this can damage the screen and other components.

 5.5  Screen Care

  • The Computer screen can be easily damaged if proper care is not taken. Broken screens are NOT covered by warranty. Screens are particularly sensitive to damage from excessive pressure.
  • Do not touch the Computer screen with anything (e.g., your finger, pen, pencil, etc.) other than approved computer screen cleaners.
  • Clean the screen with a soft, dry anti-static cloth or with a screen cleaner designed specifically for LCD type screens only. A KlearScreen brand cleaning kit is recommended. You can use this same product to clean the keyboard.
  • Never leave any object on the keyboard. Pens or pencils left on the keyboard are guaranteed to crack the screen when the lid is closed

 5.6  Battery Life and Charging

  • Arrive to class each day with a fully charged battery. Establish a routine whereby each evening you leave the Computer charging overnight.
  • Avoid using the charger in any situation where you or someone else is likely to trip over the cord.
  • Don’t let the battery completely drain. Immediately shutdown if you are unable to connect to the charger.
  • Close the lid of the Computer when it is not in use in order to save battery life and protect the screen.

 5.7  Personal Health and Safety

  • Avoid extended use of the Computer resting directly on your lap. The bottom of the Computer can generate significant heat and therefore cause temporary or permanent injury. Use a barrier – such as a book or devices made specifically for this purpose – when working on your lap. Also, avoid lap-based computing while connected to the power adapter, as this will significantly increase heat production.
  • Avoid lengthy use involving repetitive tasks (such as typing and use of the track-pad). Take frequent breaks as well as alter your physical position (typing while standing, sitting, leaning, etc.) to minimize discomfort. If possible, set up your workstation with an external keyboard and mouse that allows you to situate the screen at eye-level and keyboard at lap-level.
  • Do not give out your address or phone number to anyone on the Internet and use caution when posting pictures and video of yourself online. This protects you from becoming a potential victim of those with criminal intent.

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

helpdesk@deerfield.edu
413-774-1444
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