Technology and Media Production

Departmental Policies

Table of Contents


How to get help from Eastman Computing Services

The best way to make us aware of your need for service (and to receive support most promptly) is to visit our support portal at help.esm.rochester.edu. Doing this will start a request in our management system. That system helps us make sure that no requests go unaddressed, all the information about a request stays in the same place, and that your request gets routed to the best possible team member.

Secondarily, you can send an email to help@esm.rochester.edu. Our system will capture your message and start a request automatically. We don’t recommend emailing members of our team personally, as those messages will require manual forwarding into the management system.

Sometimes though it’s the web and/or email itself that’s the problem. In that case, please call us at 585-274-1160. That’s our official phone number, and the proper one to use. Your call will either be answered directly by a member of our team, or your voice-message will be converted to an audio file and emailed to our help@esm.rochester.edu address mentioned above. We’ll listen to your message and contact you by whatever means you specify in your message, or via email when those means are unspecified.

All services provided by ECS require that a support request be created first.

 

Scope of Service: What, Who, Where, and When

We actively support University-provided equipment. Using your own equipment instead? We can provide pre-written setup information for making personal equipment (such as phones and tablets) connect to University systems. You can use this information to set up those devices yourself. We do not actively support personal equipment. That being said, we are interested in making things work properly, so often you’ll get some personalized attention. We ask you to recognize that this is not the norm, and that sometimes circumstances may not allow for that level of response.

We provide direct support to Eastman School of Music Staff, Faculty, and Students. We provide support via telephone, email, remote-connection, and in-person visits. We do not provide support to your spouse, children, parents, or other relatives. Similarly, we agree to work with you directly, and not via a proxy or third-party.

We provide support on the Eastman School of Music campus. We do not provide in-person support at your home, but we’re happy to schedule a remote-support session.

We provide support between 9am and 5pm, Monday through Friday, except for University Holidays, or times specified by the Director of Technology & Media production.

 

Scheduling a Support Session

You can use a link provided by ECS to schedule a support session by using the Calendly service at the Eastman Computing Services website. All support sessions for on-site service must be scheduled at least 2 hours in advance, so that we can arrive on-site (if we aren’t on-site already) and prepare. Drop-in service without an appointment is not available. ECS does not offer ‘office-hours’. Sessions are reserved time periods for you alone. Sessions should be scheduled by the person needing support, not by a proxy or intermediary.

 

Remote Support

Most likely, if we can’t answer the question via email, we’ll ask to schedule a remote-support session. During that session, we’ll make use of a remote-support tool to connect to your computer, phone, or tablet to help you.

 

In-Person Support, when we come see you

Sometimes, an in-person visit to your desk is required to make your equipment work properly. In cases where we need to be physically present to provide service, . When we arrive, here’s what you can expect:

  • For your protection, we will arrive wearing a face-mask and a new pair of gloves. We require that you wear a face-mask, too.
  • Even though we’ll be wearing gloves, we will actively refrain from touching anything not relevant to our work.
  • We may ask to sit in a chair in front of your computer.
  • If we need you to enter something on the keyboard while we’re sitting in a chair, we may opt to get out of the chair first to increase the distance between us.

 

In-Person Support, when we you come see us

If the request would be better resolved by coming to see us, please schedule a Support Session using Calendly at the ECS website.

When we meet, here’s what you can expect:

  • We will meet you in the Cave, located in the basement-level of the main building.
  • For our mutual protection, we will have sprayed-down and wiped our work-surface and tools.
  • We will be wearing a new pair of gloves, and a face-mask.
  • We have established a work-surface for use in the Cave so that we may work together but each have more personal space. We will work with you at the work-surface. We may have to retrieve tools, cables, etc. from our office in MB035, but please don’t follow us. You can help us by remaining at the work-surface. This reduces the amount of cleaning we must do.
  • We will have cleaned any of our equipment that you may need to touch while resolving your issue. For example, if you need to verify or change a password, we will have cleaned the keyboard and mouse of the computer we make available for that purpose.

 

Remote Access of Computers by ECS Staff

All of the Mac and PC desktop computers within the school have been equipped with remote control software that allows ECS staff to connect to and control the computers via the network. When connected to a remote computer in this fashion, we can view the contents of the screen and control the keyboard and mouse cursor as if we were sitting at the computer ourselves.

The remote control software allows us to troubleshoot problems and assist faculty/staff members with problems without having to travel to their office. We will only connect to remote computers in certain situations:

  • When we are on the phone with the faculty/staff member.
  • When the faculty/staff member is in our office.
  • When we need to access the computer to log a user off prior to server maintenance.
  • When we have maintenance to perform on the computer.

 

Computer Ownership and Location

Any computing hardware and software provided to Eastman faculty and staff members is considered property of the Eastman School. Computing resources are provided to Eastman faculty and staff members as tools to assist them with their work responsibilities. Any computing equipment that is provided to a faculty/staff member (other than laptop computers) is expected to remain in the room where it was installed.

Documentation and software that are provided along with the computers at the time of delivery are considered part of the system and should remain in the same location as the computer hardware.

 

Software Licensing

Desktop and laptop computers provided by Eastman Computing Services come equipped with a standard set of licensed software. Any additional commercial software must be purchased by individual departments.

 

Hardware Requests

Please make hardware requests as early in the year as possible via email. The Eastman Computing department has standardized on a five-year replacement cycle for faculty and staff computers.

 

Software Installation

The School recognizes that the computer is not only a tool for work but also a tool for personal and professional development and a tool for communications. It is assumed that all employees will use their time and resources in a reasonable and professional manner and this assumption extends to the use of the computers. For staff, managers are primarily responsible for determining what constitutes “reasonable and professional” for a position. ECS staff are not concerned with the use of software they are asked to install, only with its affect on computer security and stability, and will not typically ask for a manager’s approval before installing a program. Faculty are naturally expected to be more mindful of their own conduct but ECS staff concern for security and stability do not differ when it comes to faculty operated computers.

Possessing software licenses for commercial software is the responsibility of the employee when it is not for departmental or school business. Typically this means a copy must be purchased for each computer but in some cases certain software publishers allow it to be installed in two places when both installations cannot be used at the same time (i.e. home & office).

 

Personal Computers on the School Network

Eastman provides the UR Wireless network that may be accessed by any faculty, staff, or student with a wireless-equipped laptop. Please see our FAQ page for further information.

 

Email Usage

Eastman email addresses are provided to all faculty and staff members. In accordance with University Email Policy please use your @esm.rochester.edu email address for all official business.

 

Accessing Email From Off Campus

Outlook Web Access (OWA) is a website that allows you to read, compose, and file email messages. University IT offers links to OWA tutorials, features, and FAQs. OWA is the only supported method for accessing your @esm.rochester.edu email account from off-campus, unless you have a school-provided laptop.

Faculty and staff members who use school-provided laptops are able to use their normal Outlook email client while off-campus.

 

Computer Shutdown Policy

Even though Eastman computers revert to a low-power state after a period of inactivity, computers should be shut down at the end of each day to help conserve energy.

We create nightly backups of users’ data that is stored on the network H drive which can fail for certain files if those files have been left open by a user that has remained logged in. Logging out ensures that all of your data will be backed up successfully.

Logging out of your computer is also the only way to ensure the safety of your files and information; if you don’t log out of your computer, anyone with physical access to your computer can access your files.

 

Data Backups

Our department creates periodic backups of important data. The H: (personal data), M: (Main Hall), S: (departmental) network drives are backed up on a nightly basis.

In the event that a file or folder is accidentally deleted, please contact Computing Services staff as soon as possible to arrange for the restoration of the file. Please be ready to provide at least the filename(s) of the deleted file(s) and their location or path if possible.

 

Quotas

Quotas for network drives are per-user and apply to any files that you have ownership on the server. For example, if you copy a file from your H drive to the S drive, each copy of the file will count against your quota limit.

 

Student Workers

The University has informed us of a new process to use when it comes to student workers who need access to departmental email addresses and network shares. This process needs to be done once per student employee.

In short, University IT can create a “underscore work” or ‘_work’ address for each student employee. This will be a separate account from others that they have. Once the student has this account, please make contact with us. We can attach a departmental email address or network share access to it.

This prevents a departmental email address’s password or departmental from being shared to a student’s day-to-day account, which is a security risk and becoming very complicated to manage.

Please help us by making contact with University IT to have them create a “_work” email address for each student worker. We have been told that University IT will know what this is when you ask for it. They have a form available for this purpose on their website, but we recommend making contact with University IT for training, as the form is a bit opaque. UniversityIT is available at x5-2000.

 

New Hires

ECS is very interested in making your new hire feel comfortable and productive in their new position. To streamline requests, we encourage hiring managers to use our New Hire Technology Request Form where they can supply all the information in advance of the new hire’s first day.

Notification about new hires should come from HR, who has been asked to share the New Hire Technology Request Form link directly with hiring managers.