Washington Center

Policies and Regulations

Technology Support Policy

The use of information technology resources at the UC Washington Center (UCDC) is governed by the University of California’s Electronic Communication Policy, related University Business & Finance bulletins and local policies established by UCDC. UCDC provides technical support of University-owned technology including computers, network infrastructure and resources, television, telecommunications and audio/visual systems. UCDC's goal is to respond to all requests for service as quickly as feasible. UCDC Information Services staff prioritizes requests for technical support as they come in using the following general guidelines:

  • Urgent requests are those that meet one or more of the following criteria:
    • Failure or problem with core business service (for instance, facility-wide loss of network, Internet connectivity or telecommunications systems) is handled before all other requests. Core business service failures usually affect the operation of the entire facility;
    • Failure or problem with a shared system that affects multiple users but not the entire facility (for example, a problem with a network printer, classroom/event audio-visual system or affects the flow of user e-mail);
    • A single system failure (for example, where a user’s computer is not functional or where the problem is time-sensitive or affects an activity that is vital to the nature of the user's work);
    • The security of one or more systems is compromised.
  • Basic requests typically fall into the following categories:
    • The request is specified as non-urgent by the user;
    • The request involves peripheral or secondary equipment such as printers;
    • The user is experiencing an application problem that does not interfere with critical functions
    • The user has an informational question (e.g., "How do I...?").
  • Planned requests are those that require scheduling, research, or other advance preparation. Examples of planned requests might include the following:
    • Hardware or software recommendations;
    • Computer or telephone setups and moves;
    • Maintenance;
    • Software installation or upgrades;
    • Hardware upgrades or service;
    • Requests for other services (for instance, classroom/event audio/visual setup & support).

The above are gross rules-of-thumb that are applied on a case-by-case basis. The underlying premise for support is the prudent use of available resources to resolve the problems that impact the greatest number of users first. Consequently, extenuating circumstances that bear upon this premise may alter the order in which a problem is handled. Be aware that priority in order of service for all levels of service is provided to UCDC faculty, students and staff first ahead of guests and visitors.

Customary Response Times

 UCDC's customary response times for technical support requests are shown in the table below:

Category Initial response time Commencement of work
Urgent 0-90 minutes 0-3 hours
Basic 0-4 hours 0-2 days
Planned 2-8 hours To be arranged

The "initial response time" refers to the time during which the duty UCDC Information Services staff member will contact a user (generally by email or telephone) to gather additional information about the issue and/or schedule a service call. In some cases, the duty staff member will need to refer the issue to another staff member or an outside consultant who is better suited to resolving the issue. "Commencement of work" refers to the period in which a support staff member will be able to begin to take steps to resolve the problem.

All times in the table above refer to normal working hours, considered to be between 8:00 a.m. and 8:00 p.m. excluding weekends and holidays. All times are for the Eastern Time Zone (UT-5). UCDC reserves the right to adjust these hours based on compelling need. After hours technical support is only available via prior advanced arrangement and is subject to the discretion of UCDC. If a support request comes in late in the day or afterhours, it will usually be dealt with the following business day. The upper time limits are considered to be worst-case situations. In unusual circumstances (such as when one or more technical support staff members are out sick, on vacation, in training, etc.), it is possible that the upper time limits may be exceeded.


Technology Regulations 

The use of information technology resources at the Center is governed by the University of California’s Electronic Communications Policy, related University Business & Finance bulletins and local policies established by the UC Washington Center. For your referral, below is a list of activities that are violations of University policy and prohibited:

The use of information technology resources at the center is governed by the University of California’s Electronic Communication Policy, related University Business & Finance bulletins and local policies established by the UC Washington center. Below are various center policies governing the acceptance use of its network and other information technology resources.

Copyright

Theft of copyright is a crime! Theft of copyright is the illegal reproduction of any materials protected by U.S. copyright laws including but not limited to, music files, software, and video: or violation of the terms of applicable software licensing agreements.

  • If you haven’t paid for it, don’t download pictures, music, videos, software, etc. labeled with a copyright notice.
  • If it doesn’t have a copyright notification, still assume that it is copyrighted unless it specially says that it is not.
  • If you think that you may have unlawfully attained copyrighted materials on your computer, remove them immediately.
  • If you think that you may have unlawfully attained copyrighted materials on your computer, remove them immediately.
  • For additional information about the University’s policy on copyright see the UC Policy on Copyrighted Materials.

Peer-To-Peer File Sharing

The use of peer-to-peer file sharing software such as kazaa, gnutella, netdonkey, e-mule, bittorrent and the like is prohibited. This software can be used to download copyrighted movies, music, soft- ware and other files without permission.

  • It can consume inordinate amounts of the network resources shared by all.
  • It can consume inordinate amounts of memory and shared drive space on your personal computer causing it to slow or even stop.
  • It can increase your computer’s vulnerability to infection by malware (viruses and spyware).
  • The failure to adhere to this policy can result in frequent interruptions in shared network service.

Malware

Malware is a catch-all term for viruses, computer worms, spyware and other malicious software. The creators of malware are very sophisticated and can be nasty in their attacks. The Center requires all network users to install anti-viral and anti-spyware software on their computers and to keep this soft- ware up-to-date. It is strongly recommended that this software be installed in advance of arrival at the Center.

Other Prohibited Activities

For your referral, a list of other activities that are violations of University and/or Center policy and are prohibited is listed below:

  1. Using a computer account without authorization.
  2. Obtaining a username and/or password without consent of the account owner.
  3. Employing a false identity (the name or electronic identification of another). Pseudonyms (an alternative name or electronic identification for oneself) are allowed for privacy or other reasons, so long as the pseudonym clearly does not constitute a false identity.
  4. Connecting a personal wireless network hub to the Center’s network.
  5. Using the Center’s network to gain un-authorized access to any computer system.
  6. Attempting to monitor or tamper with another’s electronic communications: this includes reading, copying, changing or deleting another user’s files or software without the explicit agreement of the owner.
  7. Attempting to circumvent data protection schemes or uncover security loopholes.
  8. Knowingly performing an act that will interfere with the normal operations of computers, peripherals, network or other technology infrastructure at the Center. This includes running or installing on any computer system, network or other technology infrastructure at the Center (or giving another user) a program intended to damage or place excessive load on a computer, network or other technology system.
  9. Deliberately wasting the Center’s technology resources or excessive consumption of network resources. This includes knowingly sending or forwarding chain letters or unsolicited e-mail (“Spam”).
  10. Using the Center’s network or University-owned equipment for unlawful purposes.
  11. Using the University network or University-owned equipment for commercial gain.

Abuse of Network or Technology Resources

In the event of abuse of network resources, including the theft of copyright, inordinate consumption of network resources or utilization of network resources and/or other behavior that is detrimental to the operation or integrity of the Center’s network, the Center may take the following actions:

1st offense

  1. Immediate termination of network access for offending computer(s) or other network attached devices;
  2. Violator will be notified as to steps required to restore network access;
  3. Violator has three business days from issuance of violation notification to respond to the UC Washington Center Information Services staff that all appropriate actions requires by the violation notification have been performed. These actions may include but are not limited to:
  • In the case of theft of copyright the owner of the personally-owned computer must inform UC Washington Center Information Services in writing
  • That the offending material have been removed
  • hat the violator has ceased engaging in this activity

In the case of consumption of inordinate amounts of network resources or other misuse of network resources the owner of a personally-owned computer must inform UC Washington Center Information Services in writing

  • That the appropriate anti-viral and anti-spyware software is installed on the computer with recently updated definitions for this software an that this software has scanned and successfully removed all viruses and spyware
  • Has ceased all behavior that is detrimental to the operation or integrity of the center’s network;
  • As applicable, has removed file sharing or other offending software.
Failure to comply or a 2nd violation
  1. Permanent termination of network access for offending computer(s) or other network attached devices and Center network user account(s)
  2. $100 fine payable to the UC Regents
  3. Upon issuance of failure to comply notification or 2nd violation, violator has one business day from issuance of violation notification to respond to the notification 
  4. In the case of theft of copyright or other illegal activity, the violator is also potentially subject to legal action by the copyright holder regardless of any actions that the University may take
  5. As applicable, has removed file sharing or other offending software.