UNIX SUPPORT  

Unix systems are eligible for support by regular ITS staff, according to the terms listed below. Users are required to have a Local System Administrator for any Unix system. The Local System Administrator is responsible for account and disk management tasks, software installations, and hardware upgrades. Except for emergencies, requests for support should in general come from the assigned Local System Administrator.

 Because ITS is moving toward using the Linux operating system for cost and performance reasons, we are developing staff expertise with it and we encourage users to consider it for their research platform. Additionally, we can provide hardware and operating system purchasing advice for this platform, as well as assist in the initial configuration of the machine.

 ITS also maintains a significant Sun installation and can provide support for this platform as well. We can coordinate (but not fund) maintenance agreements with Sun Microsystems, with whom ITS has an ongoing support relationship.  

Support Program Overview

• ITS will provide assistance to the Local System Administrator in the initial configuration of a newly acquired Linux/Unix box.
• The Local System Administrator is responsible for disk management support, software installations, or hardware upgrades.
• Because of the variety and complexity of scientific Linux/Unix applications, ITS cannot provide application support.
• If a system has chronic problems, ITS will work with the Local System Administrator to develop a plan to address those problems, but will not take over administration of the system.
• ITS will sponsor a Unix User's Group which will meet 3 times per semester (plus 2 times in the summer) to discuss issues and developments in the area of Unix and Linux. We strongly encourage the Local System Administrators to attend these meetings. ITS will host a Unix User's Group discussion list so that users can share ideas, news, and resolutions to common problems. A website for the user group (http://www.wesleyan.edu/its/unix/uug) will be maintained by ITS.
• ITS will run a Unix Announcements discussion list to alert Local System Administrators and faculty of current security alerts, network issues, etc. All assigned Local System Administrators and faculty who own Unix or Linux systems will be subscribed to this list as a requirement of the support program.
• ITS will run an introduction to Unix for new Local System Administrators in order to orient them to the Wesleyan network and provide them with sources of information for self-directed learning. This will take the form of a short-course encompassing 1 hour per week for 4 weeks early in the academic year. New Local System Administrators are strongly urged to attend.
• ITS will review the success of this support program with a faculty advisory group on an annual basis.

Support Procedure

ITS UNIX administrators, on a per-incident basis, can be assigned to work with the Local System Administrator on issues of OS upgrades, security patches, and backups, as well as other more advanced issues that are beyond the abilities of the Local System Administrator.  Academic support will be scheduled as time permits.  Central administrative tasks must take precedence over academic support issues.

1. To schedule assistance with any of the above tasks, send email to the Unix support request queue at acsunix@wesleyan.edu. 

2. You will then be contacted within 1 business day by an ITS staff member for the purposes of determining the extent of the problem and to estimate the time that will be involved in addressing it.
3. The problem may be addressed immediately, or if that is not possible due the complexity of the issue or other time constraints, an appointment will be scheduled to work on the system.
4. Support requests are fulfilled on a per-incident basis. Only the issue reported will be addressed. If it is found that a system has chronic problems, ITS will work with the owner of the system to develop a plan to address those problems.

 We discourage requests by phone, but if an emergency occurs, you may contact James Taft, x3071.