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Description
This article explains the computer support tiers offered by CALS OIT and outlines the level of support available based on device ownership, hardware standards, warranty status, and compliance with Cornell's
Certified Desktop program. Understanding these support levels helps faculty, staff, and students determine the services available for their device, expected response times, and when support must be obtained directly from a hardware manufacturer or software vendor. Devices that meet CALS OIT's recommended standards and enrollment requirements receive the highest level of support, while personally owned devices and non-standard equipment may receive limited assistance for connectivity and configuration.
Note: Cornell-owned computers that have been opted out of CALS OIT support are not eligible to receive support services.
Support Levels
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Computer support levels
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Devices |
Support details |
| Gold Tier Support (Cornell Owned) |
Must be a bundle Dell or Apple* (Refer to SLC) or a Non‐bundle business class Dell with proper business need and approval forms completed. Must be quoted through CALS OIT. Must be under warranty. Must be fully enrolled and compliant with Cornell’s Certified Desktop program.
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Adherence to established standards provides fastest possible turnaround for support requests. |
| Silver Tier Support (Cornell Owned) |
Any Non‐Apple or Non‐Dell Systems. Anything not quoted through CALS OIT. Must have a TPM chip. Must be under warranty (exceptions). Support not to exceed 5 years from purchase date. Must be fully enrolled and compliant with Cornell’s Certified Desktop program.
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Maintenance, and security are all fully addressed. Direction to manufacturer for hardware support. Direction to vendor for software support. Support requests may take longer than Gold Tier. |
| Bronze Tier Support BYOD (Bring Your Own Device) |
Anything not Cornell Owned Any Mobile devices, phones, tablets etc. |
Configure computers and devices to connect to wireless, email, VPN, remote desktop, and configure Automatic Updates. Direction to manufacturer for hardware support. Direction to vendor for software support. |